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Horrible Customer Service
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Feb 27, 2008 Aerosoles complaint by Disgruntledcustomer |
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My sister gave me her merchandise credit because she was fed up with Aerosoles, but little did I know that it was the beginning of a very long headache. I placed my order and tried to use a coupon I had received via e-mail only to be told I had to speak with customer service for it to take effect. She placed my order and then transferred me to Customer Service where I sat on hold for nearly 20 minutes, before I had to hang up since my lunch break was over.
I called the following morning and was on hold for awhile so my time was limited when I was finally helped and my coupon was granted...yay! I didn't pay full attention to the new total until I thought about it and realized that couldn't be right. I called on my lunch break and after 20 minutes on hold decided to just try on my way home from work.
On my way home, the Customer Service Rep informed me that one of the shoes I ordered was no longer in stock. I was furious considering I've spent a lot of time on hold and have spoken with 2 other people who hadn't mentioned that it wasn't in stock. I said fine, please just cancel that shoe then and refund my money to the card I paid with (which was charged less than 12 hours of my purchase). She then informs me that my card cannot be credited and that a merchandise credit would be sent to me instead.
I won't lie, I was livid and let her have it. How can they charge my card so quickly for a shoe that they don't have in stock and then I have to receive a merchandise credit for THEIR mistake?!? I told her this was unacceptable and that I wanted it back on my debit card. She said she wasn't authorized to do that so I asked to speak to her manager/supervisor. She said her name was Denise and that she wouldn't be in until the following morning. Fine, whatever.
Over the course of the next couple of days, I spent my mornings driving to work, lunch breaks, and evenings driving home from work on hold with Customer Service only to be told Denise wasn't in today, they were closed due to bad weather, they closed early, or I just hung up because I had been on hold for 20-30 minute increments and had other things I needed to do. FINALLY fed up, I call and just ask for a manager and not Denise and I finally got my money back on my card. It shouldn't be that hard to get ahold of someone to resolve my complaint.
I honestly feel they use it as a scare tactic hoping people will just get fed up, because I would keep getting re-routed to someone who was willing to take my order and of course they are always available and easy to get a hold of. Another thing is I think they used Denise as a code for complaint, because I kept getting the runaround when I'd ask for Denise, but when I asked to speak with a manager I finally was assisted. I don't even care if I like their product, I will never order from them again and surely won't support their business through any other vendor either. I AM FED UP!!
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