05
Nov
12

never again

Bought a hooded tunic from what I believed to be a high-quality catalogue, made from what I believed to be a high-quality fabric. Wore it for 10 minutes, found a hole in the shoulder.

Here is me, working with someone in customer service at Blue Canoe, trying to get an exchange: (Warning: Don’t start down this road unless you have a lot of time.)

 

10-17

Dear Customer Service–

 I have a problem with my order. One of the items – the V-Neck Hooded Tunic (Item #M526-LEA) has a hole in the shoulder.

I would like an exchange, but am more than a little concerned about the quality of this item, especially considering its cost.

Can you advise me on whether this is an anomaly, or if I should just return it?

 

10-19

Hello —

I asked the owner Yes, it’s an anomaly.  We do have quality control and try to catch flaws, please send back the item.

Thank you,

Blue Canoe

 

Sent: Friday, October 19, 2012 11:49 AM

To: Blue Canoe
Subject: Re: Order #1—
It’s on its way. I do love the garment — can you reserve a replacement for it?
Thank you.

 

On Oct 19, 2012, at 5:04 PM, Blue Canoe wrote:

Currently, we have M526-LEA Small (1), Medium(1),  Large (1), & XL 3). But, we are suppose to re-stock today, but I don’t see new number in the system yet. No, Blue Canoe can not guarantee that the next V-neck Hooded Tunic will not have a hole.  Here at Customer Service, we do not have access to the Warehouse to eye-ball and check items before they ship. Quality Control does its best to check by batch.  But, you are welcome to return the item if you find another flaw.  Hopefully, if you do re-order there will be no flaw when you receive and view the V-Neck Hooded Tunic
Blue Canoe

 

Sent: Friday, October 19, 2012 2:55 PM
To: Blue Canoe
Subject: Re: Order #1—
I had the Large in the green.
Can you automatically generate an exchange when you receive it from me, or do I need to do something else?

 

On Oct 19, 2012, at 6:00 PM, Blue Canoe wrote:

I can include an exchange when I receive your M526-LEA-L in the mail.
What Size in the exchange do you want?  Another M526-LEA-L?   or a different size?

 

Sent: Friday, October 19, 2012 3:04 PM
To: Blue Canoe
Subject: Re: Order #1—
Large please. 
Thank you.

 

On Oct 19, 2012, at 6:25 PM, Blue Canoe wrote:

Okay,  I’ll make a note M526-LEA-L. when I get your return order in the mail.

Blue Canoe Customer Service

 

Sent: Tuesday, October 30, 2012 12:00 PM

To: Blue Canoe

Subject: Re: Order #1—

Hi there-

Just checking to see if you have received my return and/or processed the exchange. (I was hoping to have the top for a trip I’m leaving on tomorrow. . . No sign of it yet.)

 

On Oct 30, 2012, at 2:13 PM, Blue Canoe wrote:

It looks like your CC was credited $99.11 (which includes $4.16 Refund Shipping Cost for Return Flawed Hole In Shoulder of V-Neck Hood) on Oct. 24th 2012.  [it wasn’t] But, I don’t see a order put in for another M526-LEA-L.  I don’t think any delivery package will get to you (even in RUSH order) because of remenance [sic] of Superstorm Sandy.

Inventory shows M526-LEA-L  (3 in-stock). Do you still want that order item put in?

Blue Canoe Customer Service

 

Sent: Tuesday, October 30, 2012 12:19 PM

To: Blue Canoe

Subject: Re: Order #1—

I do — from your previous email (cited below) I thought you were going to process an exchange right away.

On Oct 30, 2012, at 3:28 PM, Blue Canoe wrote:

I can explain how it was overlooked.  I did check your order profile and a exchange order was not entered. If you still want the V-Neck Hoody, let me know.

Blue Canoe Customer Service

 [Does this explain anything? It doesn’t seem so , but maybe it’s just me.]

 

Sent: Tuesday, October 30, 2012 6:34 PM

To: Blue Canoe

Subject: Re: Order #1— 

I do.

 

On October 31, 2012, Blue Canoe wrote:

I will add M526-LEA-L  as soon as our system is up. Currently, it’s down.  I will let you know when it is reserved.

Blue Canoe Customer Service

 

Sent: Friday, November 02, 2012 3:15 PM

To: Blue Canoe

Subject: Re: Order #1—

I am not seeing this credit on my account. Was it cancelled out by the exchange? Or am I missing something?

On Nov 5, 2012, at 11:09 AM, Blue Canoe wrote:

Hello ,

I have sent an email to the person who does the charging out & refund crediting. I see in out order system that it has already credited $99.11 on Oct 24th including your $4.16 for Return Shipping Cost.  Transactions sometimes take time in entering into our payment system depending on who’s charging & crediting (is in the order of) but I have sent the email to the person who handles this and hopeful will her from soon.

Your credit of $99.11 – I see no notes on the credit being applied to your exchange order for the M526-LEA-L V-Neck Hoody.   Did you want it the credit to be applied to your exchange order?   I don’t recall you specifying for it to be applied to your exchange order.  Otherwise, I would have noted.  Please let me know.  Otherwise, my co-worker will credit the $99.11 & $4.16. to your current card and your exchange order will be charged for the exchange order.

Thanks,

Blue Canoe

Sent: Monday, November 05, 2012 8:31 AM

To: Blue Canoe

Subject: Re: Order #1—

I would prefer an exchange. I just want to be sure what I get credited equals what I get charged.

 

 

Sent: November 5, 2012

$94.95  Is your order Amount for the M526-LEA-M  –  V-Neck Hoody

Our company usually takes the return credit and apply it to the exchange order.

Your Credit is    $99.11  (Credit)

$94.95  (Order Amount)

$ 4.16   (Remaining Credit)   You Don’t have to Use Your Credit Card To Purchase Your Exchange.

Is that okay with you. Or, do you still want us to credit your credit card $94.95 + $4.16(Return Ship Cost) separately from your exchange order. Meaning will we charge your card (without using return credit) for the exchange order. Applying the credit is usually customary.  But, if you want to see the actual credit return to your credit card I can ask for that.  That charge your card for the exchange order.

Blue Canoe Customer Service

 

 

SERIOUSLY? Clearly this “customer service” person is in another country — the grammar misusages sound like somewhere Asian.  This doesn’t seem like something that should be this difficult.

Sheesh. And never again.

 

 

 

 

 

 

 

 

 

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2 Responses to “never again”


  1. November 5, 2012 at 6:45 pm

    this is me screaming in frustration for you!

  2. 2 Margy Rydzynski
    November 5, 2012 at 6:47 pm

    Aargh! Sounds like customer service hell.


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