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Review 1/31/2011
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I placed an order on Jan 9, 2011 for 85 photo albums at $.93@. I received an email from Amy Anaya on Jan 10 stating there was an error & I'll need to pay ($43) half to proceed with no further explanation. Not understanding why I would have to pay, I pressed for more information. After several emails, she stated it was their company & vendor error. Amy's responses were no more than 3 lines & she NEVER apologized. I had explained that I was out of the country & didn't have phone access. Another associate, Briana, called & left a message anyway. I had to have my husband forward the voicemail via email. The message was very unclear & we believed the voicemail stated that they will honor our original price & to email Amy to proceed. Amy responded that if we placed another order, they will honor that price. That did not make sense to us, I asked Amy what they meant. She NEVER responded. Since we were unable to get an response from Amy, my friend who is also throwing the shower, called on my behalf to find out what was going on. She was on hold for over 20 minutes & hung up on after being told they can't talk to her. Shortly after, I received an email from Amy that they'll cancel the order (she did not refund my cc). This happened on Jan 14th. I emailed Amy to tell her that her service was horrible and asked for an email of a supervisor. Amy refused to respond. Several days later, Briana (NOT a supervisor)emailed back that she'll cancel my order because of their company terms (Jan 19th). I told her that they way we have been treated was unacceptable & to forward my email to a supervisor.
Sandy Keller responded stating Amy did everything she could and Amy offered options to us. Sandy explained the 2 options and said she was still willing to work with us on an alternative. I replied that paying half was not an option since we are able to find it on other websites for less and we did not understand their 2nd offer. We were glad Sandra could explain what the 2nd offer was to us. I also gave Sandy numerous examples of Amy bad service, offering to forward all of the emails that shows how she didn't respond to 90% of my questions. I also offered 2 alternatives to help resolve this situation.
We waited until late the following afternoon. We needed the items by Jan 31st and did not have time to wait around for their response. I finally emailed Sandy to let her know that we had waited long enough. She responded a couple of hours after my email with a lame excuse about being out of the office all day.
We were able to find the same item for $1.39@, less than their offer to pay 1/2. The TERRIBLE customer service and lack of integrity is clear. We feel that they will advertise prices that are attractive to get consumers to pay, then later tell you that you will have to pay more in order to get what you need. Meanwhile, holding your funds. They will not stand behind their company and find it acceptable to allow their associates to treat you unfairly. I would give no stars if that was an option. Buyers Beware!!!
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Business's response - by Sandy K.on 8/27/2011
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When this customer placed her order, we arranged to have it shipped to her by the vendor. They then informed us that they would not honor the price we'd been quoted. We informed our customer, and understandably, she became quite upset. We offered several options to her to make up for the problem, and none were acceptable to her, including offering some of her other items at half-price to cover the difference in the favors. Amy responded every time the customer emailed, Briana (yes, she is a supervisor) also tried to help, and then finally I tried to assist. This customer was unwilling to accept any offer we made to her, so we promptly credited her money back. We feel we did everything possible to try to remedy the situation, but when customers are unreasonable, at some point we have to cancel the order, unfortunately.
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