So I placed an order with The Knot Shop for a panty/tank set for the honeymoon, flip flops, personalized hershey kisses, and personalized matchbooks.
I quadruple checked the info before submitting and my confirmation email came through fine, all the personalized info was correct. I got my order and the matchbooks say 12-12-2008 but my kisses say (the correct date) of 12-13-2008.
I contact customer service, even though personalized items are non returnable because it was their mistake, my confirmation email showed correct dates on each item! They only said, and I quote, "personalized items are non-returnable. We are sorry for your inconvienence but we don't make those types of mistakes. Thank you for shopping at The Knot Shop."
Wow. So now I have 100 matchbooks with the wrong date! They are white with red foil-ish looking font. I guess I could try to turn the 2 into a 3, but I wouldn't even know how to begin or what type of pen to use! Any ideas?
If you paid by credit card, you can do a charge-back since you did not receive what you ordered. You could try calling theknot again and letting them know you will do a charge-back if they do not correct the order. Be sure to take a photo showing the incorrect date on the item and a photo of the receipt to prove to your credit card company that it was wrong.
Wow, I would push. They did make a mistake and you need to show them and they need to send you correct ones! Take a photo of the items with the two different dates, send it to them and be super nice about it if you can. If that doesn't work, talk to a supervisor and make a stink because they need to provide better customer service.
I am shocked. do you have the email that says the correct info to be put on them? and the kisses? and demand to speak to a supervisor. you'd be better off calling them too.
That's ridiculous! You should not have to accept a mistake like that. Definitely push with the Knot first - call and speak to someone directly (if you didn't the first time, or call and speak to someone else if you did). You've got lots of time, so that's good, but they really need to own up to their mistake.
If they really don't fix it, snmcdowell gives good advice for going through your credit card. Then, post a few messages on wedding boards warning other brides about your experience, from the mistake to the horrible customer service!
BTW, it was a debit card (not sure if that makes a difference). What exactly is a charge back? I get my money back through my bank, and ship the items back?
Sorry I'm weird, I wasn't aware a charge back even existed!
A charge back is when you contact the credit card and file a complaint for being charged for an item you did not receive. Then the credit card company will investigate the problem (and if you send them the photos, it will pretty much seal the deal) and if they decide you are right then they reverse the charge on your card and take the money back from the store. I'm not sure but I don't think the same protection is offered on debit cards, which is one big reason to always use a cc when shopping online.
Call again, ask to speak to a manager. Do NOT let them get you off the phone. Push until you get to some one that will talk to you. "We don't make those kinds of mistakes" is a complete BS answer that no reputable customer service rep should EVER give. They screwed up, not you. Just be polite, but firm.
Start documenting everything. When you called (date and time), who you talked you at The Knot, and exactly what the both of you said. The bank may need this information when you contact them to dispute the charges. Don't give up on this! They are in the wrong!
Oh, and if they still don't agree to work with you there are a number of things you can try --
Go outside of the customer service channels -- find an email or phone number for a higher up at the Knot, and tell them about what's going on.
Tell them that you've already informed Weddingbee readers (hopefully WB is big enough by now to be a large enough venue) of what's happened to you, and you would be VERY happy to inform us all of how swiftly and easily they resolved your complaint.
wow i am really surprised at the lack of professionalism on behalf of The Knot. Call back immediately--you'll likely speak to another individual who will be more helpful. never, ever accept a mistake that you paid for and checked multiple times on your side to see if it was correct. weddings are expensive enough already and you don't need to see good money go to waste.
I am so sorry you have to deal with this aggrevation. But I agree that you need to get this issue resolved, it is their mistake and you should not pay for it. All the advice already given is good, try being polite at first, and if that doesn't work, talk to a manager. You should also post this on the Knot message boards if you haven't already. Let the customer service people know you are telling others and that kind of bad PR might get their attention. In addition to phone calls and emails, you can write letters and mail or fax them. This gives them an actual piece of paper they have to deal with, and it gives you further documentation. You can also tell the customer service people that if they do not correct their mistakes, you are going to file complaints with the FTC, as well as the BBB (better business beurau). (and then file complaints if you don't get help, but it shouldn't come to that).
In terms of being able to dispute the charge on your debit card, you will need to contact your bank to see if they offer this service, some do and some don't. For more information about disputing charges, as well as your rights as a consumer, see the FTC website.
Looks like everyone has this one covered. When you call back make sure to speak to someone higher and keep going higher and higher until somone fixes the mistake and don't take no for an answer. And of course documenting everything will be the biggest help.
So I placed an order with The Knot Shop for a panty/tank set for the honeymoon, flip flops, personalized hershey kisses, and personalized matchbooks.
I quadruple checked the info before submitting and my confirmation email came through fine, all the personalized info was correct. I got my order and the matchbooks say 12-12-2008 but my kisses say (the correct date) of 12-13-2008.
I contact customer service, even though personalized items are non returnable because it was their mistake, my confirmation email showed correct dates on each item! They only said, and I quote, "personalized items are non-returnable. We are sorry for your inconvienence but we don't make those types of mistakes. Thank you for shopping at The Knot Shop."
Wow. So now I have 100 matchbooks with the wrong date! They are white with red foil-ish looking font. I guess I could try to turn the 2 into a 3, but I wouldn't even know how to begin or what type of pen to use! Any ideas?
posted by nicolby 38 posts 6 months agoIf you paid by credit card, you can do a charge-back since you did not receive what you ordered. You could try calling theknot again and letting them know you will do a charge-back if they do not correct the order. Be sure to take a photo showing the incorrect date on the item and a photo of the receipt to prove to your credit card company that it was wrong.
posted by snmcdowell 467 posts 6 months agoWow, I would push. They did make a mistake and you need to show them and they need to send you correct ones! Take a photo of the items with the two different dates, send it to them and be super nice about it if you can. If that doesn't work, talk to a supervisor and make a stink because they need to provide better customer service.
posted by mbm4 19 posts 6 months agoI am shocked. do you have the email that says the correct info to be put on them? and the kisses? and demand to speak to a supervisor. you'd be better off calling them too.
posted by dreambml 429 posts 6 months agoThat's ridiculous! You should not have to accept a mistake like that. Definitely push with the Knot first - call and speak to someone directly (if you didn't the first time, or call and speak to someone else if you did). You've got lots of time, so that's good, but they really need to own up to their mistake.
If they really don't fix it, snmcdowell gives good advice for going through your credit card. Then, post a few messages on wedding boards warning other brides about your experience, from the mistake to the horrible customer service!
posted by mtyf 230 posts 6 months agoI have the email still, of course! And I *did* call, and that was the response! Not very helpful (and this is coming from a customer service rep. :P )
On my ticket receipt I received IN the package it shows the 12th, the wrong date. But in my confirmation email it shows the correct date.
Should I push? I mean I want all of the other stuff I got, but these darn matchbooks! :(
posted by nicolby 38 posts 6 months agoBTW, it was a debit card (not sure if that makes a difference). What exactly is a charge back? I get my money back through my bank, and ship the items back?
Sorry I'm weird, I wasn't aware a charge back even existed!
posted by nicolby 38 posts 6 months agoA charge back is when you contact the credit card and file a complaint for being charged for an item you did not receive. Then the credit card company will investigate the problem (and if you send them the photos, it will pretty much seal the deal) and if they decide you are right then they reverse the charge on your card and take the money back from the store. I'm not sure but I don't think the same protection is offered on debit cards, which is one big reason to always use a cc when shopping online.
posted by snmcdowell 467 posts 6 months agoCall again, ask to speak to a manager. Do NOT let them get you off the phone. Push until you get to some one that will talk to you. "We don't make those kinds of mistakes" is a complete BS answer that no reputable customer service rep should EVER give. They screwed up, not you. Just be polite, but firm.
posted by December 70 posts 6 months agoStart documenting everything. When you called (date and time), who you talked you at The Knot, and exactly what the both of you said. The bank may need this information when you contact them to dispute the charges. Don't give up on this! They are in the wrong!
posted by Niki 432 posts 6 months agoOh, and if they still don't agree to work with you there are a number of things you can try --
Go outside of the customer service channels -- find an email or phone number for a higher up at the Knot, and tell them about what's going on.
Tell them that you've already informed Weddingbee readers (hopefully WB is big enough by now to be a large enough venue) of what's happened to you, and you would be VERY happy to inform us all of how swiftly and easily they resolved your complaint.
posted by December 70 posts 6 months agowow i am really surprised at the lack of professionalism on behalf of The Knot. Call back immediately--you'll likely speak to another individual who will be more helpful. never, ever accept a mistake that you paid for and checked multiple times on your side to see if it was correct. weddings are expensive enough already and you don't need to see good money go to waste.
posted by mrsbic 51 posts 6 months agoI am so sorry you have to deal with this aggrevation. But I agree that you need to get this issue resolved, it is their mistake and you should not pay for it. All the advice already given is good, try being polite at first, and if that doesn't work, talk to a manager. You should also post this on the Knot message boards if you haven't already. Let the customer service people know you are telling others and that kind of bad PR might get their attention. In addition to phone calls and emails, you can write letters and mail or fax them. This gives them an actual piece of paper they have to deal with, and it gives you further documentation. You can also tell the customer service people that if they do not correct their mistakes, you are going to file complaints with the FTC, as well as the BBB (better business beurau). (and then file complaints if you don't get help, but it shouldn't come to that).
In terms of being able to dispute the charge on your debit card, you will need to contact your bank to see if they offer this service, some do and some don't. For more information about disputing charges, as well as your rights as a consumer, see the FTC website.
http://www.ftc.gov/bcp/conline/pubs/credit/billed.shtm
posted by DrB 107 posts 6 months agoJust FYI -- I have been able to dispute a charge on my debit card before, and it worked out fine. I just called the bank and told them the situation.
I agree with everything the PPs have said. Good luck!
posted by rebecca 989 posts 6 months agoYikes. Just shouting out to lend support, but it sounds like everyone has given you really good advice. And YES, push.
Also, I too have disputed charges on my debit card and my bank was really good about it as well.
posted by Katie 63 posts 6 months agoLooks like everyone has this one covered. When you call back make sure to speak to someone higher and keep going higher and higher until somone fixes the mistake and don't take no for an answer. And of course documenting everything will be the biggest help.
posted by Lillindy 280 posts 6 months ago