I made an order and called to make sure the item (a pair of shoes) were available before shipping. The bag was processed for shipment on Sep. 8th. On Sep. 11th I got an email saying that item is no longer available. I was given an option to exchange for an item that is $25 more expensive than the original shoes (very apologetic of them). I didn't want anything else in their inventory that caught my eyes but thought to exchange anyway. 2 minutes later, I changed my mind and called back to see if I can get a refund. *********, the CS agent, said that she has sent the order to shipment and there's no way to change it because they're in Ohio. Are you serious?? Are they not a phone call away, email, instant message, chat, fax?? With today's technology you cannot work this out? I was also told that once I get the bag if I don't like it, I can return it. That means that I would have to pay for shipment sending it back, duh! Which to that she said, well maybe she can put a note to waive it, "maybe??" So in other word, if they make a mistake then tough on you if you don't like anything else they have to swap the item with. If you make a mistake and tell them you've changed your mind, then tough on you for changing your mind because they are not willing to go an extra mile to help you fix it.I spend so much money with this company but apparently they do not communicate between departments. It's as if shipment is in Mars and you cannot easily contact them. Little Black Bag, FAIL!
I would like to have a full refund on the item that became unavailable when I was told that all was good and ready.
Once we submit an order for processing, the file is immediately sent to our warehouse to process. We use a 3rd party logistics company to fulfill our orders and the orders cannot be edited after a certain point in the processing flow. When she contacted us, it was too late to edit the order. Our CS agent did offer her a prepaid label to use to send the item back to us which is noted on her account.
(The consumer indicated he/she DID NOT accept the response from the business.)
The business needs to figure out a way to fix orders that have not shipped if the customer needs a tweak. The customers do not have to hassle with having to return an item which includes repackaging, driving to post office, waiting in line, etc. Fix it before it's sent out would make better sense. I happen to be a mother of 2 toddlers and work full time. Shopping for myself is done online for a reason. Time is a luxury I do not want to spend in the post office.
Final Business Response
Dear Ms. Santosa,
We apologize for the inconvenience and understand your frustrations. As you mentioned our warehouse is located in Ohio as we are on the West Coast there is a 3 hour time difference. The warehouse does not operate 24 hours so later in the business day we are not able to request any same day changes to orders that have been closed. We have processed a refund for the original item you chose ($46.26). Refunds are processed within 24 hours however; please be aware that refunds typically take between 3-5 business days to become available depending upon your financial institutions refund policy.
We hope the refund in addition to the merchandise you chose and have received as an exchange will lend toward settling this matter with mutual satisfaction. Going forward if you experience any difficulties with a future order and an agent is unable to assist you to your satisfaction please request to escalate the issue to a supervisor.
Director of Customer Service.
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with ***** on the phone. I didn't expect to receive the refund. I just wanted to see what was going on and what they were doing to fix it to prevent future issues. I am absolutely amazed at how this issue got handled. Thank you for everything ***** and your whole team.