7 days ago I attempted to order 2 pairs of shoes online. Here is my story.
I spent approximately 5 days carefully perusing my options, asking friends for insight. And then I finally made my selections. Boots, and pumps. Important selections for my romantic after Thanksgiving trip to Chicago.
I place my order Tuesday morning. TUESDAY MORNING. Start the clock. I pay through paypal. No problem. Standard shipping is 7-10 days. No problem. I don’t need them for 8 days and shipping these days is insanely fast, and it never takes the whole time. Not even when I’m dealing with Joe Anonymous on Ebay.
Flash forward to Thursday. My order is still pending according the website. Hmmmm. Not shipped. Not processed. Pending. I send an inquiring email to customer service.
Hi!! I placed my order Tuesday morning so that my items would arrive in time for a trip next week. I see that they haven’t yet shipped. Can you please advise on their status? I would happily pay a shipping upgrade to change my order to expedited shipping. Thank you. Niki Duffy
The reply:
Thank you for your email! One of our Fashion Consultants will reply as soon as possible. If this is a fashion emergency, please call us at 866-337-0906 24 hours a day, 7 days a week, or come chat with us at www.justfab.com!
Fabulously Yours,
The JustFab Member Services Team
3 hours later:
Hi Niki,
Thank you for contacting Justfab! This is Gail.
Thank you for being a valued VIP member! We hope you have a great day. I understand that you are concern about your order. I apologize for the long wait. Upon checking on the account I see that your order is in Fulfillment (Batching) that means to say that it is already in a process and will be shipped any time soon.Please be informed that it takes 0-2 business days order processing once placed and another 7-10 business days shipment. You will be notified once order is shipped. Thank you so much for your time!
Fabulously Yours,
Gail
You will note, that there is no mention of my offer to pay for expedited shipping. But she’s promised that she’s fabulously mine, and fabulous people are usually trustworthy.
Fine. Let’s wait this out. End of business comes and still not shipped. In fact. The order still shows that it is pending. *eyeroll*
As I schedule an appointment with my optometrist to have my sprained eyeball muscles looked at, I send another email.
As we have reached the close of business, we are entering 3 days since I placed my order and the order is still pending. I was assured that processing time was 0-2 days, we are past that. I am incredibly dissatisfied with this online shopping experience.
I am considering reporting this transaction to paypal as you have not met the terms of the purchase agreement. I expect this situation to remedied to my satisfaction quickly.
Within an hour I receive the automated garbage response about how they are fabulously mine and someone will reply quickly.
4 hours later. (Thank god Just Fab doesn’t manage emergency responders time)
Hello Niki,
Thank you for contacting JustFab and for being a valued VIP member! I do apologize if your order is not yet shipped. We do not want you to experience this kind of situation. As compensation, I place a new under rush shipping with no additional charges for the shipping fee. If you have any further questions, please feel free to reach out to our Fashion Consultants, available via Live Chat Mondays - Sundays, 9a.m. to 9p.m. Eastern Standard Time or by phone at 1-866-337-0906, 24 hours a day, 7 days a week.
Thank you for emailing us and enjoy the rest of your day!
Sincerely yours,
Brian
Now, by this point I am annoyed as all get out. (You may have already sensed this). I have decided that I want the shoes, but I do not need them, and I sure as heck don’t need them if I’m not going to have them for the Chicago trip. So I call and cancel the order. Strangely enough, THAT is the simplest part of the whole experience. I didn’t have to deal with a real person. An automated voice who was programmed to insert FABULOUS into every sentence, but understand complete English sentences better than my children. I offered to adopt her.
Now. I receive another email saying that someone will contact me in fabulous fashion shortly. To that email I reply:
I have already cancelled the order. To say that I am appalled at your business practices is an understatement. I placed that order first thing Tuesday. A full 9 days before I needed the items for a trip. I have never seen a national
company take 3 full days to process an order to prepare for shipping. Not only did you lose that order, you lost my membership. I am a woman with two teen daughters. You lost quite a few orders. Shame on you for throwing away my business.
And I resigned myself to a Chicago trip with my existing shoe options. It was a sad grey time for me, and I had to rethink my entire packing strategy. I had it all mapped out in my head. Bastard shoe deprivers. I composed my complaint to the Better Business Bureau in my head and made plans to laminate the news clippings telling of the companies demise at the hand of a frustrated Midwestern woman.
And then Friday morning rolls around.
I log into my account to verify that the order was in fact cancelled and I wasn’t being charged. And there, is another order placed on my behalf with expedited shipping. M&*@a F@#$a’s. Do they seriously want to make my head explode? I SAID I CANCELLED THE ORDER AND DID NOT WANT THE SHOES I DON’T THINK I COULD HAVE BEEN ANY CLEARER. THEY CLEARLY NEED TO TAKE SOME READING CLASSES AS THEIR READING COMPREHENSION IS …….
Wait.
The new order is free with expedited shipping. AND IT HAS A TRACKING NUMBER. HOLY SHIT. BEING A BITCH HAS FINALLY PAID OFF. I AM GETTING FREE SHOES!!!!!!!
I gleefully boast to several people of my customer service battling badassery and make a mental note to check back at the end of the day to see where it actually ships from. Still don’t have any email communication about this resolution, or a shipping email, but whatevs. I’m getting the shoes!!!
Friday evening. Still not scanned into Fedex’s system.
Sunday afternoon. Still not scanned into Fedex’s system.
Sunday night, receive the following email:
Hi Niki,
I’m sorry for the inconvenience if there has been a delay, this is not usually the norms here.
You actually placed your first order under the regular shipping and will usually take 24-48 hours processing period. Then it will be shipped 7-10 business days. We apologize if you requested it to be under rush shipping through email and it could have been processed immediately if you have reach us through chat or call since you already placed the order.
Please note that once an order is cancelled, the charge will automatically fall off and will be reversed to your card account within 5- 7 business days or sometimes depending on your financial institution.
Upon verifying your account, another order has been placed for you under the rush shipping. The estimated schedule of delivery will be on Tuesday, Nov. 22, 2016. We do hope you could take this as a consideration.
If you have any other questions regarding your account, feel free to reach out to our Fashion Consultants, available via Live Chat Monday - Sunday 9a.m. to 9p.m. EDT Eastern Daylight Time or by phone at 866-337-0906, 24 hours a day, 7 days a week.
Fabulously Yours,
France
Holy cow. France is fabulously mine. I reply.
I had been checking my justfab account to ensure that my original order remained cancelled. So I saw on Friday that a complimentary order had been placed and shipped with a tentative arrival date of Tuesday the 22nd. Which would be amazing and hands down some of the best customer service I have encountered. I will order again.
However, I see, according the FedEx tracking that the order has not actually shipped yet, it has not gotten past an shipping label being printed. Has the order actually shipped? I will reiterate that I placed this order for a trip I am taking this week. Wednesday would be the absolute last day for this order to arrive in time.
I will also reiterate that I placed this order first thing Tuesday morning. I understand processing and shipping time, but that was a full 9 days prior to me needing the order. At the end of 2 business days it still had not shipped. In my initial communication to customer service I enquired about expedited shipping and offered to pay the expedited shipping upgrade. My query was not responded to in the initial email response I received from "Gail"
Again. I greatly appreciate the expedited order being placed for me. Should they arrive in time, I will be ecstatically delighted and a loyal customer for life.
I’m sure by now, you’ll be stunned to know that Monday passed and the items still didn’t ship. Now. The FedEx tracking number still swore to me that they would be delivered by the end of the day TODAY. Tuesday 11/22/16. Last night. A little on edge and incredulous that in 84 hours, a large company couldn’t get a package to FedEx. I sent this email.
I was really really really wanting to believe that you were going to make this right. And here we are Monday evening. And you have had a package labeled and ready to ship since 6:30 Friday morning. You keep assuring me that the delivery scheduled for end of business tomorrow. You will see from the screen shot I am attaching that the package has yet to be delivered into FedEx's hands. So there is no possible way for it to be here by the end of the day tomorrow unless one of you who is "fabulously mine" gets on a plane and hand delivers it. I find this mind boggling.
I did attach the screen shot of the fed ex tracking screen. I dug alternative shoes out of my closet. And reminded myself that I was being a nightmare about free shoes. BUT DAMN IT. If you say you’re going to do something, freaking do it. How hard is it to ship shoes. Take them off the shelf. Put them in a box. Slap a label on a box. It’s conveniently sticky so you don’t even need to go find tape and either call FedEx and have them pick up the box, or get into your car, van, bus, on your scooter or bike and get it to a Fed Ex dropoff location. They are conveniently located all over the place. Often conveniently at a post office. I get that the unemployment rate is historically, low, but people do still need jobs. If you can’t keep up with your shoe selling business, either stop doing it, or hire more people to do it effectively. And for crying out loud. If you are going to sign your emails “Fabulously yours” then actually be fabulous. RuPaul would never let this shit happen. And he’s kind of single handedly responsible for making fabulous a thing. So if you’re going to use RuPaul’s word, then you need to give it it’s due respect and BE fabulous. Just make your new mission statement for your shoe selling company “WWRPD” (What would RuPaul do?) and act accordingly.
**Update**
Fedex updated their tracking. The shoes are on a truck for delivery. I’ve also taken over the number one spot on the JustFab most annoying customer list.
I spent approximately 5 days carefully perusing my options, asking friends for insight. And then I finally made my selections. Boots, and pumps. Important selections for my romantic after Thanksgiving trip to Chicago.
I place my order Tuesday morning. TUESDAY MORNING. Start the clock. I pay through paypal. No problem. Standard shipping is 7-10 days. No problem. I don’t need them for 8 days and shipping these days is insanely fast, and it never takes the whole time. Not even when I’m dealing with Joe Anonymous on Ebay.
Flash forward to Thursday. My order is still pending according the website. Hmmmm. Not shipped. Not processed. Pending. I send an inquiring email to customer service.
Hi!! I placed my order Tuesday morning so that my items would arrive in time for a trip next week. I see that they haven’t yet shipped. Can you please advise on their status? I would happily pay a shipping upgrade to change my order to expedited shipping. Thank you. Niki Duffy
The reply:
Thank you for your email! One of our Fashion Consultants will reply as soon as possible. If this is a fashion emergency, please call us at 866-337-0906 24 hours a day, 7 days a week, or come chat with us at www.justfab.com!
Fabulously Yours,
The JustFab Member Services Team
3 hours later:
Hi Niki,
Thank you for contacting Justfab! This is Gail.
Thank you for being a valued VIP member! We hope you have a great day. I understand that you are concern about your order. I apologize for the long wait. Upon checking on the account I see that your order is in Fulfillment (Batching) that means to say that it is already in a process and will be shipped any time soon.Please be informed that it takes 0-2 business days order processing once placed and another 7-10 business days shipment. You will be notified once order is shipped. Thank you so much for your time!
Fabulously Yours,
Gail
You will note, that there is no mention of my offer to pay for expedited shipping. But she’s promised that she’s fabulously mine, and fabulous people are usually trustworthy.
Fine. Let’s wait this out. End of business comes and still not shipped. In fact. The order still shows that it is pending. *eyeroll*
As I schedule an appointment with my optometrist to have my sprained eyeball muscles looked at, I send another email.
As we have reached the close of business, we are entering 3 days since I placed my order and the order is still pending. I was assured that processing time was 0-2 days, we are past that. I am incredibly dissatisfied with this online shopping experience.
I am considering reporting this transaction to paypal as you have not met the terms of the purchase agreement. I expect this situation to remedied to my satisfaction quickly.
Within an hour I receive the automated garbage response about how they are fabulously mine and someone will reply quickly.
4 hours later. (Thank god Just Fab doesn’t manage emergency responders time)
Hello Niki,
Thank you for contacting JustFab and for being a valued VIP member! I do apologize if your order is not yet shipped. We do not want you to experience this kind of situation. As compensation, I place a new under rush shipping with no additional charges for the shipping fee. If you have any further questions, please feel free to reach out to our Fashion Consultants, available via Live Chat Mondays - Sundays, 9a.m. to 9p.m. Eastern Standard Time or by phone at 1-866-337-0906, 24 hours a day, 7 days a week.
Thank you for emailing us and enjoy the rest of your day!
Sincerely yours,
Brian
Now, by this point I am annoyed as all get out. (You may have already sensed this). I have decided that I want the shoes, but I do not need them, and I sure as heck don’t need them if I’m not going to have them for the Chicago trip. So I call and cancel the order. Strangely enough, THAT is the simplest part of the whole experience. I didn’t have to deal with a real person. An automated voice who was programmed to insert FABULOUS into every sentence, but understand complete English sentences better than my children. I offered to adopt her.
Now. I receive another email saying that someone will contact me in fabulous fashion shortly. To that email I reply:
I have already cancelled the order. To say that I am appalled at your business practices is an understatement. I placed that order first thing Tuesday. A full 9 days before I needed the items for a trip. I have never seen a national
company take 3 full days to process an order to prepare for shipping. Not only did you lose that order, you lost my membership. I am a woman with two teen daughters. You lost quite a few orders. Shame on you for throwing away my business.
And I resigned myself to a Chicago trip with my existing shoe options. It was a sad grey time for me, and I had to rethink my entire packing strategy. I had it all mapped out in my head. Bastard shoe deprivers. I composed my complaint to the Better Business Bureau in my head and made plans to laminate the news clippings telling of the companies demise at the hand of a frustrated Midwestern woman.
And then Friday morning rolls around.
I log into my account to verify that the order was in fact cancelled and I wasn’t being charged. And there, is another order placed on my behalf with expedited shipping. M&*@a F@#$a’s. Do they seriously want to make my head explode? I SAID I CANCELLED THE ORDER AND DID NOT WANT THE SHOES I DON’T THINK I COULD HAVE BEEN ANY CLEARER. THEY CLEARLY NEED TO TAKE SOME READING CLASSES AS THEIR READING COMPREHENSION IS …….
Wait.
The new order is free with expedited shipping. AND IT HAS A TRACKING NUMBER. HOLY SHIT. BEING A BITCH HAS FINALLY PAID OFF. I AM GETTING FREE SHOES!!!!!!!
I gleefully boast to several people of my customer service battling badassery and make a mental note to check back at the end of the day to see where it actually ships from. Still don’t have any email communication about this resolution, or a shipping email, but whatevs. I’m getting the shoes!!!
Friday evening. Still not scanned into Fedex’s system.
Sunday afternoon. Still not scanned into Fedex’s system.
Sunday night, receive the following email:
Hi Niki,
I’m sorry for the inconvenience if there has been a delay, this is not usually the norms here.
You actually placed your first order under the regular shipping and will usually take 24-48 hours processing period. Then it will be shipped 7-10 business days. We apologize if you requested it to be under rush shipping through email and it could have been processed immediately if you have reach us through chat or call since you already placed the order.
Please note that once an order is cancelled, the charge will automatically fall off and will be reversed to your card account within 5- 7 business days or sometimes depending on your financial institution.
Upon verifying your account, another order has been placed for you under the rush shipping. The estimated schedule of delivery will be on Tuesday, Nov. 22, 2016. We do hope you could take this as a consideration.
If you have any other questions regarding your account, feel free to reach out to our Fashion Consultants, available via Live Chat Monday - Sunday 9a.m. to 9p.m. EDT Eastern Daylight Time or by phone at 866-337-0906, 24 hours a day, 7 days a week.
Fabulously Yours,
France
Holy cow. France is fabulously mine. I reply.
I had been checking my justfab account to ensure that my original order remained cancelled. So I saw on Friday that a complimentary order had been placed and shipped with a tentative arrival date of Tuesday the 22nd. Which would be amazing and hands down some of the best customer service I have encountered. I will order again.
However, I see, according the FedEx tracking that the order has not actually shipped yet, it has not gotten past an shipping label being printed. Has the order actually shipped? I will reiterate that I placed this order for a trip I am taking this week. Wednesday would be the absolute last day for this order to arrive in time.
I will also reiterate that I placed this order first thing Tuesday morning. I understand processing and shipping time, but that was a full 9 days prior to me needing the order. At the end of 2 business days it still had not shipped. In my initial communication to customer service I enquired about expedited shipping and offered to pay the expedited shipping upgrade. My query was not responded to in the initial email response I received from "Gail"
Again. I greatly appreciate the expedited order being placed for me. Should they arrive in time, I will be ecstatically delighted and a loyal customer for life.
I’m sure by now, you’ll be stunned to know that Monday passed and the items still didn’t ship. Now. The FedEx tracking number still swore to me that they would be delivered by the end of the day TODAY. Tuesday 11/22/16. Last night. A little on edge and incredulous that in 84 hours, a large company couldn’t get a package to FedEx. I sent this email.
I was really really really wanting to believe that you were going to make this right. And here we are Monday evening. And you have had a package labeled and ready to ship since 6:30 Friday morning. You keep assuring me that the delivery scheduled for end of business tomorrow. You will see from the screen shot I am attaching that the package has yet to be delivered into FedEx's hands. So there is no possible way for it to be here by the end of the day tomorrow unless one of you who is "fabulously mine" gets on a plane and hand delivers it. I find this mind boggling.
I did attach the screen shot of the fed ex tracking screen. I dug alternative shoes out of my closet. And reminded myself that I was being a nightmare about free shoes. BUT DAMN IT. If you say you’re going to do something, freaking do it. How hard is it to ship shoes. Take them off the shelf. Put them in a box. Slap a label on a box. It’s conveniently sticky so you don’t even need to go find tape and either call FedEx and have them pick up the box, or get into your car, van, bus, on your scooter or bike and get it to a Fed Ex dropoff location. They are conveniently located all over the place. Often conveniently at a post office. I get that the unemployment rate is historically, low, but people do still need jobs. If you can’t keep up with your shoe selling business, either stop doing it, or hire more people to do it effectively. And for crying out loud. If you are going to sign your emails “Fabulously yours” then actually be fabulous. RuPaul would never let this shit happen. And he’s kind of single handedly responsible for making fabulous a thing. So if you’re going to use RuPaul’s word, then you need to give it it’s due respect and BE fabulous. Just make your new mission statement for your shoe selling company “WWRPD” (What would RuPaul do?) and act accordingly.
**Update**
Fedex updated their tracking. The shoes are on a truck for delivery. I’ve also taken over the number one spot on the JustFab most annoying customer list.
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