because I won't be your customer anymore.
I understand full well that if I return an item to this mail order company there is a $9.00 fee deducted from the chargeback. I do accept that. In this case I sent back a pair of shoes in exchange for another pair I know will fit me. (I have them in another color and I know a 9.5W will fit me perfectly). Exchanges don't incur that shipping fee. Instead of emailing me that the new ones are out of stock again* and giving me a chance to pick something else for the exchange, they sent me a postcard telling me. Once you get that postcard it's treated as a return and you lose your $9. Now, that's not a lot, but it's the principle. If the shoes I wanted were not available I gladly would've taken something else.
I emailed customer service and asked if they would please waive the charge, given the circumstance (second time trying to get these shoes). I got an answer back today saying they would, as a "one time courtesy". OK, I'm not even allowed to use that phrase with my customers because it sounds snarky, like they did something wrong. This company has vintage style shoes for reasonable prices but I'm going to order from other companies who take better care of customers, even if they charge more.
All it would've taken to give better service was an email stating that the item was out and did I want a different one? I could've answered right away and had them change the order.
*I tried this once before and at that point the very same shoes were out then, too, even though--just the same as this time--both the catalog and the website said available.
I understand full well that if I return an item to this mail order company there is a $9.00 fee deducted from the chargeback. I do accept that. In this case I sent back a pair of shoes in exchange for another pair I know will fit me. (I have them in another color and I know a 9.5W will fit me perfectly). Exchanges don't incur that shipping fee. Instead of emailing me that the new ones are out of stock again* and giving me a chance to pick something else for the exchange, they sent me a postcard telling me. Once you get that postcard it's treated as a return and you lose your $9. Now, that's not a lot, but it's the principle. If the shoes I wanted were not available I gladly would've taken something else.
I emailed customer service and asked if they would please waive the charge, given the circumstance (second time trying to get these shoes). I got an answer back today saying they would, as a "one time courtesy". OK, I'm not even allowed to use that phrase with my customers because it sounds snarky, like they did something wrong. This company has vintage style shoes for reasonable prices but I'm going to order from other companies who take better care of customers, even if they charge more.
All it would've taken to give better service was an email stating that the item was out and did I want a different one? I could've answered right away and had them change the order.
*I tried this once before and at that point the very same shoes were out then, too, even though--just the same as this time--both the catalog and the website said available.
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