- STORE REVIEWS
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2022-03-14
1/5
No clue about customer goodwill or customer retention
"I created an online account and ordered a pair of men's running shoes. They weren't a good fit. I went back to my online account and there was nothing in the order history. I had to call the company, wait on hold for an extended period of time and have them research and provide me with my order number (remarkably, the actual order number wasn't in the emailed receipt). Because of the hassle, I asked that they cover the return shipping cost. The representative asked and her supervisor said that they would be happy to do so as a one-time courtesy, and a label was provided via UPS. She also told me that she was going to make sure that the glitch with my online account was corrected and that my order history would show my recent order, etc.
I ordered another pair a few weeks later. Again, not a great fit. I went to my online account to get a return started and, incredibly, the EXACT scenario unfolded. Both purchases were not anywhere to be found in my order history, which was empty. I again, had to take time out of my day, call the company, wait on hold, explain yet again what happened and get the order number (which was again not on my emailed receipt on the date of purchase). I asked that because the exact same hassle occurred, that they pick up the shipping. The representative, Stephanie, asked her supervisor and he said NO. His reason was that it was already done on a one-time basis. I tried to explain to her that what happened before had nothing to do with this new situation, as they never fulfilled their end of the deal last time as the same issues with the online account recurred. We got into a whole back-and-forth and it was stunning how they just didn't "get it." I told her that she would be saying the exact same thing to me if the roles were reversed, which she couldn't deny. Finally, on the recorded line, I asked her a yes or no question: It is okay with your company, over a $9 or $10 shipping fee, to lose ANY AND ALL future possible orders from a customer and his family, given that the issue that occurred would have been completely avoided had your own representative followed through with your IT dept and corrected the issue weeks ago? Predictably, because she valued her job, she wouldn't give me a straight answer and I told her that I expected she wouldn't , but between us, I know the answer can only be "yes." She concluded by saying that if it was up to her, she would have done what I asked and helped in any way possible.
It is amazing how incompetent people in supervisory roles at companies are...the incompetence is insane. I shall only order from companies which offer free returns now....it is not worth the hassle."
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