Terrible Customer Service, Product Never Arrived
Absolutely terrible customer service.
I ordered a Christmas gift from here at the very beginning of December. Expected delivery was within a week. When I hadn't received it in two weeks, I checked the order status online and discovered it was back-ordered and would not arrive until after Christmas. I was never informed at the time of purchase or subsequently that it was back-ordered. And I was upset because I easily could have ordered it from somewhere else.
I called customer service and explained the situation. I asked if they could compensate the cost of expedited shipping so that the gift would arrive by Christmas. I was very polite and tried to be understanding that they were busy that time of year, but the representative snapped at me that I should have ordered by phone, rather than on the website, if I wanted to make sure everything went smoothly. Really? There is no disclaimer on the website that says I can't trust it. Completely absurd. Then she told me to leave my number and a manager would call me back. Of course that didn't happen. After calling them back myself, I finally spoke to a manager who gave me free overnight shipping and promised the order would arrive December 23rd.
She never mentioned there was a possibility that the order would not arrive by the new expected date. Or that it might never arrive at all! And of course they changed the order number and never sent another confirmation email, so I could not check it's status online. The order never came. When I called to find out what happened, they said the company that makes the product had never sent them the product shipment and acted as if this was normal. Not only is it anything but normal, but again they failed to inform me that my order would not arrive.
Since it was such a small order, the intended recipient had a birthday coming up, and I had already received free shipping, I decided not to cancel the order. 2 weeks later, the order again did not arrive and again I was assured I would receive it within the month. A month later, I randomly began receiving emails about every week updating me on the status of my missing order. The status being that it is still back-ordered. And now it was back-ordered for another 6 weeks.
Then out of the blue, without any notice, a package arrived! I was so excited to finally be done with the whole fiasco! I opened the box and found... the wrong order!!! They sent the product in RED, despite even the packing slip calling for it to be BLUE.
What the heck?!?
I give up. I'm going to sell it to a friend who likes it just so I don't have to deal with their horrible customer service. I will never order from them ever again. I could have been understanding about issues with the manufacturer but their response to the issue shows a clear lack of interest in their customers. Terrible.
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