- 6 years ago
The bridesmaids and the bride found the perfect dress online – I said I would search and see if i couldnt purchase the right sizes for them, being the MOB and all – they are gorgeous, the Nanette lepore “feel pretty” dress in violet ~ I thought I would go directly to the designers website to get the real deal. So I went to Nanette Lepore online and low and behold they were on sale, at less then one half of price, and they had 2 size 4’s which we needed, yay! So i ordered 2 – got email confirmation that I ordered for 2, email confirmation paid through credit card for 2 , was sent payment email confirmation from Nanette Lepore for 2, and a few days later received shipment UPS status for 2…you can see where this is going.
I received yesterday ONE, with an invoice for two in the fancy folder they sent along with it. There was suppose to be two according the insert, and the UPS.
So I call Nanette Lepore directly, and talked to a pleasant lady, who put me on hold, came back on and proceeded to tell me that “yes, our oversight, we will send out another dress” – I then asked when i will receive this – put back on hold, and she comes back and says, 4 to 5 days, is that okay?” Oh yes I say, no problem, looking forward to receiving another beautiful dress soon, thank you…
Today, while checking email – you guessed it – there was an email from NL Online (no where did it have Nanette Lepore’s name on it like the previous emails) stating that I was refunded to my credit card the amount , without even stating why – there wasnt even the dress’s name on it! – I assumed it was Nanette Lepore because of the “NL” and the amount, and i had to CALL THEM TO CONFIRM THIS!
“yes, we refunded you because we cannot find that dress in stock for you”. Mind you, I previously paid for two, was invoiced copied for two , UPS said they send 2, they just told me yesterday,less then 24 hours, that they had it for me and were shipping it out the other one due to their oversight (I was PUT ON HOLD twice to confirm this!!), and now they refund without explanation without referencing their name or the item, and without even a phone call – I HAD TO MAKE THE CALL? It leaves such a bad taste in my mouth to say the least ~ If they would have notified me right off the bat as other designer sites have done in the past through a phone call or even an email, I wouldnt have been so blindsided. If this was a low end website, i could see this type of rude treatment happening because you get what you pay for sometimes – but the designer’s site themselves? Ugh! And unfortunately this dress is so popular that even Saks, Bloomingdales and Nieman were sold out. To the designers credit, they designed a gorgeous dress, and have many other items just as gorgeous, just that their customer service is totally lacking. However….
this does have a happy ending – we called this neat retail Boutique in Billings named Meridan, and THEY HAD IT! A SIZE 4! IN VIOLET!!! YAY!!! so I did the happy dance, thanked them profusely, had it sent out directly to the Bridesmaid at free of charge to me (although i had to pay more then Nanette Lepores website but at this point I was happy I found it!!) …
Goodness, so the point being, when the designer knows they have a good thing, they should at least have customer service be just as good if not even better to sell their good thing. And although the girl I spoke to was friendly enough, if they just would have been upfront and warned me in the beginning (even in yesterdays call) that it would be difficult to find, I would have been given the freedom to look elsewhere – but they didnt do that – I was so lucky that I found it myself !
So after a mid afternoon glass of wine to relax and breathe again, yes, we can have a wedding now!!! Bring on the happy dances!!!
(and during all of this I did NOT call the bride to freak her out – she has enough on her plate…thanks for letting me vent to you, bees! You saved a bride turmoil too LOL)
What kind of retail messups have you ladies have had, and is it even DIY customer service nowadays???