This question is for the Staff/Management to answer:

I phoned in my order in personally to ensure I would have a certain travel bag, by a certain date, for an important trip that I had been planning for years. They never notified me that the bag would not arrive as promised, and by the time I found out that it was weeks on back order, I was out of options and out of time. I said I would agree to a substitution of a comparable bag - but that I still needed it by the same date. After spending hours on hold, they only had one bag in stock that is similar in function (not style), which cost $40 more. Customer Service said they could not even give me a discount on the replacement bag (which I really didn't want, or like!) AND THEN they insisted I would have to pay the expensive rush shipping if I wanted the bag on time. Had they shipped it as promised, there would be no need for rush shipping! Bad experience so far all the way around. I still have a few days before my trip, so I am asking for decency and understanding - not what I asked for or what was promised to me, but at least do the decent thing and make it right.

My question is this: Why is your customer service not empowered to do what is necessary to keep a customer satisfied? If the company fell short on two promises (the bag that was promised, and by the promised arrival date), then how do you feel it is reasonable for the customer to pay extra for something they did not originally order, and then pay extra for rush shipping?

The company needs to take responsibility for not delivering on their promises, period. This is unacceptable to leave the customer without options, not even notify them

asked by t p. on 9/2/16