Curious as to people's experiences (mine below). And no, I don't think rushed orders deserve that much sympathy - if you order late into the rush, you should realize that it could be late (despite a "guarantee").
Had one bad experience with online holiday shopping this year. It was with RedEnvelope, last night. Placed an order on the 12th for an item which I spent extra to monogram. Item arrived via UPS yesterday. I opened the box yesterday evening and, to my dismay, the monogram was wrong. Thinking they used some funky script, I called their customer service to inquire about it. The rep was nice about the whole matter but tried to convince me that I received the correct one and that I was entitled to return it if I chose to. I was prepared and took a picture, which I sent via email, while I was on the phone. Between her checking their script/monogram examples and trying to view the attachement I sent, I must have spent about an hour on the phone.
She was able to finally open the attachement and conceeded that I was correct and they made a mistake. She offered to resubmit the order or get a refund. The new order, in all likelihood, will not arrive before Christmas, despite the fact that it's being overnighted. However, I decided to resubmit the order - after which the rep asked if ther was anything else I needed. I asked for a price adjustment - I might not have cared if it was any other order, but this was intended to be a Christmas gift, which I still plan to give, but will now need to come with an explanation. :roll:
They offered 20% off my next purchase - fortunately, I was able to convince them to do so on this order instead. :thumbsup:
Had one bad experience with online holiday shopping this year. It was with RedEnvelope, last night. Placed an order on the 12th for an item which I spent extra to monogram. Item arrived via UPS yesterday. I opened the box yesterday evening and, to my dismay, the monogram was wrong. Thinking they used some funky script, I called their customer service to inquire about it. The rep was nice about the whole matter but tried to convince me that I received the correct one and that I was entitled to return it if I chose to. I was prepared and took a picture, which I sent via email, while I was on the phone. Between her checking their script/monogram examples and trying to view the attachement I sent, I must have spent about an hour on the phone.
She was able to finally open the attachement and conceeded that I was correct and they made a mistake. She offered to resubmit the order or get a refund. The new order, in all likelihood, will not arrive before Christmas, despite the fact that it's being overnighted. However, I decided to resubmit the order - after which the rep asked if ther was anything else I needed. I asked for a price adjustment - I might not have cared if it was any other order, but this was intended to be a Christmas gift, which I still plan to give, but will now need to come with an explanation. :roll:
They offered 20% off my next purchase - fortunately, I was able to convince them to do so on this order instead. :thumbsup:
