The company offered an item for sale without notifying customers it had been discontinued. It also does not advertise the length of time for refunds.
I purchased an item from the Web site. The item was listed clearly as being available and in stock at the time of my purchase and in my purchase confirmation. After a period of receiving no notification about my order, I contacted the company by phone only to be told that the item had been discontinued and I would not be receiving the item. No member of the company ever tried to contact me and inform me of this, and I never would have known had I not contacted them. I was told I would not be receiving the item during the phone call.
I was promised that a sales manager would contact me regarding the issue. After several days of no contact, I again called the company, and was again promised a sales manger would contact me. It has now been over three weeks since the issue began, and no one has ever contacted me regarding the fact I was sold a product that the company knew was discontinued and unavailable.
In addition, I returned other items to the company for a refund, following all instructions on the Web site. Nowhere on the Web site does it indicate that company takes three weeks to process refunds, despite the fact that returned items are received approximately one week after posting by the USPS. Again, I never would have known my refund would take so long had I not called to inquire, and, despite the fact it has been over a week since my return was sent, the company can offer no information about the status of my refund, including whether they have received the return or not.
I have lodged several complaints with their first-tier customer service representatives, second-tier sales managers, and have been promised a reply from a more senior sales manager regarding the several problems with my order on each occasion. No one from the company has sought to contact me either by e-mail, phone, or mail, all of which information they have in order to contact me if they attempted to do so.
I want my refund for the returned items initiated with my credit card company/bank upon Undergear's receipt of my items, not three weeks later--again, a state of affairs they do not advertise or notify customers of unless the customer calls to inquire.
I also want some further explanation for the poor customer service and lack of information I have received on the part of a company who has taken large sums of my money over the years from a senior management member.
Contact Name and Title: Sandra Motl
Contact Phone: X-XXX-XXX-XXXX
Contact Email: *******@hanoverdirect.com
Dear Mr. Stallings:
We are writing in reference to the complaint Undergear received on behalf of Mr. *. Dustin *******. We appreciate the Better Business Bureau bringing Mr. *******'s concerns to our attention. Please see the email, below, that was sent to Mr. ******* on October 9, 2013
We hope that you find this information satisfactory and thank you for bringing this matter to our attention. Should you, or Mr. *******, have any further questions or concerns, please feel free to contact me directly at the email address, or phone number, provided below.
Office of the President
Dear Mr. *******:
Thank you for contacting us, via the Better Business Bureau, regarding your recent experience with Undergear. We greatly appreciate your feedback and apologize for the way in which your order was handled. Please be assured your situation certainly did not adhere to the type of service for which Undergear is known. We take your concerns very seriously as customer satisfaction is our first priority.
Our records indicate that you had placed a large order, via our website, on September 5, 2013. Our records also show that all, but one item, had been shipped to you on September 11, 2013. I understand that when you had contacted us regarding the status of your missing item, you were not provided accurate information. In addition, it appears that we had not followed up with you as promised. Please accept my sincere apologies for the lack of service and understanding you had received. We expect much more from our representatives and have taken the necessary steps to ensure this type of service does not happen again.
Undergear has recently implemented a new computer system and, unfortunately, things have not gone as smoothly as expected. During this period of transition, we have seen a slight delay in processing returned merchandise. We have also found that some items that are advertised as available on our website, are indeed on backorder. Please know that we are doing everything we can to get these issues rectified as quickly as possible.
I have reviewed your account to ensure that your returned items have been refunded. For your convenience, I have provided this information below. Please let me know if there are any discrepancies so that I may correct them immediately. In addition, as token of our appreciation for your patronage, I have sent you a $75.00 gift card for a future order. This gift card will arrive to your mailing address within 3-6 business days. We are so sorry to have let you down and would greatly appreciate the opportunity to restore your faith in Undergear.
Thank you for bringing your concerns to our attention. Feedback from valued customers like you, allows us the opportunity to achieve our goal of becoming the standard of excellence in the catalog mail order industry. We deeply value your relationship with Undergear and are committed to providing you with the highest level of service, simply because our customers deserve the very best. We appreciate your patronage and look forward to providing you with exceptional merchandise and outstanding customer service in the future! Please do not hesitate to contact me should you have any further questions or concerns.
Office of the President
Sales Order XXXXXX - ****** ******* - Returned Merchandise
Item # Description Qty. Cost Status
AM008 Marrakesh Trunk, M, Black 1 $9.34 Refunded 10/5
PE172 Parachute Tee, M, Gray 1 $26.34 Refunded 10/5
Total Refund $35.68 (MasterCard account, ending in *****