#CustomerServiceFail
As it became clear that we would need more than one, my wife ordered some new masks in May so we would each have a spare. She clicked on an Instagram ad, placed the order, paid via Paypal, and eagerly awaited the arrival.
We knew this wasn’t Amazon, so our expectations for shipping weren’t measured in days. A couple of weeks, we figured.
Two months later, still nothing. We got a shipping notice after two weeks with a USPS tracking number. According to USPS, the package has yet to depart the original facility.
We sent a couple of messages to the seller (a company, not an individual). No response.
Finally, late last night my wife received a Facebook message from the company. Here it is in its entirety:
We apologize for the inconvenience! There was a problem with the shipping company relate to your order. Your item was forwarded to a different address by the mistake of the shipping company. We will require them to check and resend your parcel. Please resend your current address. We will notify you as soon as the order status is updated. You will receive order status updates via email & SMS messages. Let us know if you have any issues!
Where to begin?
1. This was sent two months after the original order, and more than three weeks after my email inquiries. We never even got an auto-response acknowledging the message receipt.
2. Blaming the shipping company is a pathetic attempt to pass the buck. I didn’t order from the shipping company. I don’t care that the dog ate your homework.
3. Now I am to resend my address so I can sit back and wait for the problematic “shipping company” to correct the error. Did you lose the original order? The Paypal payment included my address — I know that went through (within minutes).
4. I was promised email and SMS shipping updates the first time. I received exactly one of those before going on the ghost list.
5. Let you know if I have any issues? We tried that and got crickets.
We’ve requested a refund. No response yet, but it’s only been 18 hours. If this is how the company operates I don’t think it’ll be around much longer. I’m not optimistic.
