Wednesday, February 22, 2012

Cranky Shopper

I'm usually a very happy shopper, but not so much yesterday. Let me tell you why:

Late last year, I bought a gift certificate for an online handbag store via one of these daily deal sites. Now, I will say that I know that these daily deals are not always the best decisions for a small business- done incorrectly, these can cause severe financial hardships. Done correctly, its a great way to introduce a lot of people to your brand. Anyway, this was not a brand I was familiar with, but with the deal, I figured it was worth a shot.

I placed my order for 3 handbags on the 10th of this month. This past Friday (a week after I placed the order), I received a phone call from the company to let me know that Purse 1 was sold out. I initially asked for store credit, but it appeared to be a complicated if not impossible process and so I decided to swap out the handbag with another bag of same value (Replacement Purse 1).  I was a little disappointed, but not a huge deal. Then yesterday, I received another phone call. Purse 2 was now sold out. Apparently,  when they called me last week, they had Purse 2 and 3, but they didn't pick it at the time, because they we were trying to figure out Replacement Purse 1. When they went to finally pick all the purses, they had now run out of Purse 2 as well. SO, of the original 3 purses I ordered, I'm only getting ONE!! So far the company has made no gesture of goodwill to rectify this situation- no store credit, token discount, waiver of shipping fees, NOTHING! I'm really annoyed. I fully understand and appreciate that this is a small business, yet, I'm incredibly disappointed by their customer service- not only do they not have the inventory management to fulfill the order I placed with the products I actually ordered, but they're not owning up to this shortcoming at all. Its like they don't care if I ever shop there again!!!

Am I in the wrong in expecting something here? What would you do?


Heather said...

I'm so sorry to hear that! Sooooooooo annoying.
I got charged twice when I bought a bag from Rebecca Minkoff recently and they rectified the situation immediately once I let them know. And a few weeks later they sent me a $50 credit for my inconvenience! Best customer service I've ever experienced. Check out her bags - they're super cute! :)

CLEshopaholic said...

LOL I already have one! But it's my goal weight present so I havent used it yet ; )

Renee said...

That is terrible customer service, and the reason many people opt to shop at big box stores instead of small businesses.

I would contact the owner and explain that you would vastly prefer to wait until your purse choices are back in stock. That seems pretty patient and reasonable to me!