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patriciam614

Frances B.

5
Level 5 Contributor

Contributor Level

Total Points
8,004

69 Reviews by Frances

152 Views
7/12/21

TheRealReal offers a good service, for a price. I used to sell my closet castoffs on Poshmark, but grew uncomfortable over shipping parcels with my home address on them. Also, even though no one ever returned anything I sold, I have read too many accounts of disputes over Poshmark buyer returns. I don't have time for that kind of hassle. So I switched to TRR for selling my designer items. They handle everything — soup to nuts — from authenticating, to photos, to listing, to shipping and taking back returns. The seller does pay a chunk of the profits for all that work, as TRR offers lower commissions than some resale sites, but it is worth it to me to not have to deal with buyers.

I don't give them full marks because their website has some avoidable glitches, and their customer service is not quick to act when there are issues. Also, you end up waiting about a month for your commission check, too, which is annoying. But overall I think TRR is efficient and easy. I will continue to send them consignments.

1/4/21

This company's "customer service" department does not answer their phone. Their outgoing message says they are currently "communicating by email," but they don't answer emails either. I received a defective item from Huckberry — priced at $395 plus tax — and I have not been able to speak with anyone about it. They accept returns at no charge, however in the middle of a pandemic surge (and local lockdown) I am not feeling good about having to go into a store to take care of this. It's their mistake, not mine. I won't be buying from Huckberry again.

469 Views
12/24/20

I ordered a speaker from the Sonos website a month before Christmas. As the weeks passed and no speaker arrived, I heard nothing from the company. So I contacted them and got a vague reply that it would ship soon. The speaker did finally ship, but on the day of delivery the truck driver could not find the parcel in his truck. I contacted Sonos (by email) to notify them that the parcel might be lost. This is an excerpt from their reply:

"As we state on our website, we unfortunately cannot take responsibility for any lost packages, however, if it is lost we can assess if there's a way to help you out."

Really? They ship an item out, it will take no responsibility if it is lost in transit? How is that even legal?

I will never order form this company again. Horrible people.

461 Views
12/13/20

(update: Decided to phone Customer Service to request a return label a THIRD time. Was placed on hold for 20 minutes, at which point Prana's phone system informed me I was being disconnected. This company is unethical! They seem to have no real return process.)

I purchased two items — a zip jacket and some trousers described as "jeans" — that were not as described online. The jacket did not conform to the Prana size chart. The trousers (definitely not jeans) were more like super-thin pajama bottoms. Not what I believed I was purchasing. I want to return both items (Prana charges $8 for returns), but the Prana return process requires customers to request a return label. I have submitted two requests, over the span of about three weeks. I have not relieved a reply. So I am, at this moment, stuck with unwanted, unusable merchandise worth around $170. Never shopping here again.

986 Views
12/6/20

I've ordered from this company many times, over the years. When they first started, they were an absolute mess of a business, but I ordered from them anyway because they sold some things no one else did. Now, years later, they are still pretty much a mess when it comes to fulfillment. I think they are just a "drop ship" business, with no stock on hand. Does that mean they are blameless for fulfillment delays? No. A company should not accept your order and take your money unless they know they can provide the merchandise within a reasonable time (based on the customer's choice of shipping speed). If an item is back ordered, a customer should be informed of that at the time of purchase. Gracious Home does nothing of the kind. Recently, I was notified a month after I had ordered and paid for an item that the ESTIMATED shipping date is in two months. Three months to fulfill an order? This is not the first time this has happened to me. GH is no longer a unique business, or sole supplier of any product, as they were in the early days. They need to clean up their act and catch up with the (superior) competition.

46.9K Views
10/5/20
• Updated review

(brief update: I disputed this purchase with PayPal — which is a princess similar to a ping pong game, with the back and forth requests from buyer and seller — and now Wayfair is saying that I have to arrange the return of this 115 pound, freight-rate item AT MY OWN EXPENSE. They refused to arrange the return earlier, and now they want to make it look like I am at fault for this thing not being sent back? F*ck them. Do not support his businesses! It is run by people with no ethics. They will screw you over in a heartbeat.)

Wayfair continues to disappoint me. I ordered a concrete birdbath (almost $400), which is an item made to order. It took three months for the item to arrive, and it was the wrong color! Wayfair tried to claim that it was just a matter of the color looking different in the Wayfair listing because of the photo, or that it could be due to my device screen, or whatever. I accepted a partial refund of 20 percent to not return the heavy item (not as genererous a settlement as it sounds, since the price had been reduced substantially since I ordered the thing... oof). But when I fully unpacked the item, I saw that it had a manufacturer's tag on it, with a "finish" code (color code) noted on there. I looked up the manufacturer's website and found the same birdbath that is listed on Wayfair, in the exact finish shown on their page (it is the same photo). I checked the listed finish code and name from the manufacturer's page, and saw that the finish code on my birdbath's tag was different. I contacted the manufacturer and asked for the color name corresponding to my item's product tag. Different color from that in the Wayfair listing! I sent proof of all this to Wayfair, and told them the 20 percent discount is not going to cover this error. I am still trying to work this out with them, and they are jerking me around terribly, for something that is their fault (or really the fault of their vendor). Right now I just want to return it and get a full refund, but it seems that isn't an option. Horrible customer service, not trusting the customer and not owning up to your company's mistakes.

My original review of Wayfair was five stars. Things have really gone downhill since then.

Another annoyance: I was prompted, by a pop-up window on the Wayfair website, to write reviews for two purchases, with the incentive of a $5 credit for each review. After writing each review, I got a confirmation message, in a pop-up window, saying I had earned my $5 credit. The credits never appeared in my Wayfair account, so I contacted customer service. They denied that the offer was on the website, then told me to send them screenshots of the messages. I told them that I could not replicate the process because I had no more items to review. They simply dropped the matter. Stopped responding. Unbelievably unprofessional, dishonest and rude.

Used to love this company, but not a fan now
10/21/19
• Previous review

UPDATE: I've read that Wayfair is currently having financial problems, and maybe that might explain why their customer service practices have declined. I know that supply lines out of China have been interrupted due to the Covid-19 pandemic. But I am furious about what Wayair just did to me. I purchased two items, for a little under $100 US, with the understanding that there would be a modest delay in fulfillment (about a month) because the items were backordered. That was fine. I know that Wayfair does not have their own warehouses full of inventory. They are a "drop-ship" company, so they are at the mercy of their vendors. But when I had not received any shipping update on my order, within the expected time, I checked my account on the Wayfair website. I saw that my two items were now noted as not being available for shipment until SIX MONTHS out. Half a year delay, and Wayfair had not bothered to notify me, even though they charged me up front? Inexcusable. If you read my original review, you can see how far this company has fallen. It's very disappointing.

Original review: I thought I should send Wayfair some love here, because I see so many negative reviews. I have placed numerous orders with the company, all of them for garden items. I even purchased a garden structure that was around $2000. It arrived in perfect condition and is exactly as shown on the website. We love it. Everything I've ordered from Wayfair has shipped promptly and arrived on time. There have been small problems just two that I can recall but Wayfair took care of them immediately. One glass light arrived with cracks, and that was replaced immediately. One solar light would not work, and they sent a new one. It's always refreshing when a company's customer service policies are sensible and non aggressive. For the cracked glass item, Wayfair just asked for photos, and then sent the replacement. For the light that didn't work, they trusted me that it didn't work, and sent a new one. That is how a company earns loyalty from a customer. I recommend Wayfair.

8/7/20

Do not give Staples your business.In late July of this year, an immuno-compromised, senior woman was assaulted in a New Jersey Staples store. It was a racially based hate crime, even if it was nominally triggered by an argument over mask wearing. The victim was grabbed and thrown to the ground, with force, by the younger assailant. The victim lay on the ground, in extreme pain from a broken leg, and NO ONE in the store stepped in to help. NO EMPLOYEES came to her aid, for the several minutes that the security camera footage ran. Everyone just stood back and watched this woman writhe in agony. After the attack, the assailant breezes through the store, with no one intervening. She even circles back to the woman she attacked. And appears to kick her. And no one stops her. So cancel Staples. They no longer exist, for me. I would not feel safe in any of their stores.

6/28/20

Hammacher Schlemmer pushes their "Guaranteed for life" mantra, endlessly. It's featured prominently on every item listing page. But the claim is purposely misleading. You have to click through to their "Lifetime Guarantee" page to find out the cost of shipping and a handling is on the customer: "Should any product fail to meet your expectations, we will replace it or refund the cost of the item less shipping and service fees." Shipping and service fees. So if your purchase breaks, is defective from the get-go, or just does not meet expectations, you will have to pay (currently HS's flat-rate return shipping fees are either $11 or $15 depending in weight, but they used to leave it to the customer to pay the full market rate, which could be as much if more than the cost of the item)) to send it back. Hammacher Schlemmer knows this, and they know many buyers won't bother returning items when they have to pay to do so. Furthermore, they do not allow every buyer to write a product review. No wonder most of the product reviews on their website are positive! Deceptive practices.

All of this is particularly galling because if the "honest, old-fashioned American company" image HS promotes. It's a false front. They are as cynical in their business practices as any company out there.

1.6K Views
6/21/20

(Update: I did, finally, receive the replacement battery pack. Took about six weeks to get it.)

I have had three Dyson upright models, over the years, and I now own an upright and a Dyson Animal V8 stick vacuum. The uprights have had to be replaced because crucial (non-replaceable) plastic parts eventually break on them, while the motor on the vacuum still works perfectly well. Dyson offers a generous trade-up program, to get customers to purchase the newest models. I strongly suspect that this planned obsolescence is part of their business model: make a vacuum with a great motor but choose other materials that have a short lifespan. Since they can't milk you for crazy expensive vacuum bags and filters, like other companies do (Miele, for instance), they get you to replace your expensive vacuum every few years.

Their cordless vacuums are built using a plastic-encased battery pack that costs around $100 US to replace. The battery pack on my V8 died after less than a year of light use. It is under warranty, and Dyson told me that a replacement had been sent, shortly after I requested one. But it's been almost three weeks and I have not received it, nor have they given me the tracking number I requested. At first they told me it would arrive in 7-10 days. When I complained about the delay, they changed that to, "It generally takes 10-15 BUSINESS days" to arrive. Three weeks? I don't believe they have shipped it.

I would never purchase the stick vacuum again. It's obvious I am going to have to pay for battery pack replacements every year or two, after the warranty runs out. I will stick with the upright models in future.

6/13/20

I entered my dimensions, for a single outdoor replacement cushion, into their calculator. The cushion was to be (in inches) 31X28X6, which should be a little pricey because that is fully custom. But the estimate came out to be $1007. 69. For one outdoor cushion. What the heck?

ADDENDUM

Immediately after this review posted, I was sent the following communique, from a "Jim T":

"Subject: Your Bitter B***h

It looks as most of your reviews are bad/negative you POS dirt. Maybe you should stay off the internet you piece of trash. Wow, you are truly an idiot. What goes around comes around b***h."

Related to this review? I think it must be.

817 Views
6/10/20

Beware! I went to what I thought was a Dyson website (came up as a top search result when I Googled "Dyson warranty"), and went into their customer service Chat feature to ask about a warranty issue. All looked perfectly legit. The "agent" took my information and said they were transferring me to an expert, and that I would be charged $1 US. "Don't worry, you'll be refunded," the "agent" said. I followed instructions, and paid with PayPal. The "matching you with an expert" function on the JustAnswer website kept spinning and spinning. The penny dropped that I had been scammed. I contacted Dyson through another (nearly identical) Google search result, and got the real deal. That (real) Chat agent said they have no affiliation with JustAnswer. I contacted PayPal and got the charge reversed and the JustAnswer subscription which I had unknowingly signed up for canceled.

This company should be prosecuted for fraud. Stay away.

4/15/20

Update: Someone on this site posted a personal threat against me, so I decided to close my account. Surprise! There is no obvious way to delete a Patch profile! That is not an option, anywhere on the site. It does not even appear in the FAQs. You can take yourself off the email list, but I see no way to delete the profile page. I have sent a message to Patch Support, to ask for instructions, but have not heard back yet. It's a huge red flag when a website doesn't let you exit. Fortunately, I don't have much information on the page.

I have been the target of some really hateful troll posts lately, on Patch, and have both flagged the posts and contacted Patch support about this problem. I have copied the URLs to Patch, so they can see for themselves. The flagged posts always stay up. These are posts that clearly violate the terms of use for the site. The only reply I've gotten from Patch support was a boilerplate email telling me how to flag offensive posts. Really?

Original review: This company has not decided what it wants to be. Does it want to rival NextDoor.com? Or does it want to be a regional news compiler (a "hyper-local" news source, in their words) that replaces the hometown newspaper? It tries to be both things, and fails miserably. Patch runs short versions of news stories lifted from other publications and wire services, ostensibly "written by robot." They encourage "neighbors" to post comments, and they allow members to submit posts addressed to their neighborhoods. They do nothing to verify that any member is who they claim to be, or that they live in the region. Therefore, it is fertile ground for the worst kinds of trolls. Each "neighborhood" has a moderator. But all that moderator does is send out snippy emails to anyone who is flagged by any peevish "neighbor" commenter, for any reason. It's like being in sixth grade all over again. So petty. There are even cliques and gangs. But the real reason I am taking the time to post a review here is that I believe there is a political leaning to Patch comment moderation, and I believe that it is pro-Trump. The company is owned by an investment group (Hale Group). Run by an ex-Wall Street guy. The Patch.com CEO is an ex-NYT reporter and author. So who knows whether there really is a political agenda behind Patch. Maybe it's just the loony leanings of my neighborhood's moderator. All I can say is what I have observed in my local Patch comment threads. Trump trolls have free rein to post the most outrageous things there, and if you challenge them you get censored and receive a "be polite" email. It's all rubbish.

(Update: I have tested my theory about Patch's political leanings, by posting some challenges to the right-wingers commenters, especially the pandemic deniers. My comments have all been killed. Patch is definitely a tool of the far right.)

3/8/20
• Updated review

Update: A week after my Chat interaction with customer service, UO had not followed up (no surprise there), so I phoned them. I was told that the "lost package request" had been denied, and the items would not be reshipped because UO would not be reimbursed for the lost package. It doesn't matter that I had never been informed the shipment went out (so I would know to expect it) and had never been provided a tracking number or proof of delivery. It did not matter that I am a longtime customer and that the missing items were a minor part of a larger order. The UO rep dug in her heels and refused to reship or reimburse me. Nice way to do business. And the cost of the missing items? A total of $52 plus tax. They lost a customer and incurred all of this ill will over a lousy $52 (retail) worth of merchandise.

After weeks of waiting for backordered merchandise (I received several of the items in my order shipped one at a time, in that period) I realized that some of my items were still missing. I used Chat to report this, and was told that all of the missing items were shipped together, and that the package was noted as delivered. But, I said, I did not receive it. Too bad, said the agent, there is nothing I can do but report this and request a refund, because it is outside out X day limit for reporting lost packages. I asked whether they could just reship. No. They don't reship "lost packages." I was told to wait three days for a response to the request.

I have no proof that UO ever shipped these items. If I check my order on their website, it shows as delivered or complete, but shipments (multiple, because that is how they manage fulfillment) are not itemized, and no tracking numbers are provided.

So, UO stole from me. I have no confidence that I will get my refund.

Do not order online from this company. Purchase in a bricks and mortar store, if you must. I won't buy anything from them again.

Still waiting on that order
1/28/20
• Previous review

The order I mentioned in my main review is still not fully delivered. It consisted of eight items, and three weeks later I am still waiting for two of them. Projected fulfillment is five weeks after I placed the order. Almost everything came in separate shipments. Really frustrating.

Poorly run business
1/8/20
• Previous review

I have ordered household and decor items from UO many times, with mixed results. They are often backordered on stock, which means it can take many weeks to receive something. That is always frustrating, but what makes me give them one star here is what happened to me the other day. I placed an online order and just hours later I got an email that they were having a one-day sale on everything. Fifteen percent off or something like that. I contacted UO and asked whether they could adjust my order, and they have ignored my enquiry. So one star it is, UO. Good riddance.

2/21/20

I noticed that six days had passed since my high-value item shipped, and I had neither received it nor gotten any updates from Bloomingdale's. This is not the kind of merchandise that usually goes out on "slow boat" shipping, so I am concerned. I use the link in my "item has shipped" email to go to the Bloomindale's website, to track my purchase, but their system won't let me check my order. So I phone customer service and get an automated response telling me that UPS has not provided updates "in a while," but that it "sometimes takes up to 48 hours" for them to update. That is just not true, FYI. UPS provided real-time tracking. I get an agent, finally, and she provides a projected delivery date: Ten days after shipping, twelve days after order.

Not good enough, Bloomingdales's. I will not be shopping here again.

26.0K Views
2/19/20
• Updated review

(Update to update: Ended up canceling my order because HD kept dropping the ball. In the end, it seemed that all the "Resolutions" Department did was hand the matter back to Reddaway Trucking. And since the incompetence of the trucking company was the crux of the problem, nothing was done to resolve this. I waited a couple more weeks, made a few more calls to HD, and... nothing. I got a phone call today that was identified, by my Caller ID, as coming from the trucking company. But when I answered, the caller said nothing. Just breathed into the line. I phoned HD and asked for Resolutions. Was asked too many questions by the rude customer service rep before he would transfer me, even though I had a case number. And then he transferred me to a STORE, instead of Resolutions. I decided that I had truly entered one of the circles of Hell when I ordered from Home Depot, and that I might be drawn further toward the center if I continued with this. So I phone again and canceled the order. NEVER AGAIN! How in the wold does this company stay in business?)

(Update two days later: HD has not gotten back to me, and they PROMISED, and I am on endless hold waiting to speak to the Resolutions department. Unbelievable.)

Quel surprise: no one at Home Depot followed up on the promised "rescue" of my shipment from the evil trucking company that has it and refuses to deliver it. So I had to waste more time phoning HD Resolutions Department. The short story is that no one knows for sure where my shipment is. I might still be with Reddaway. Probably. HD assumes that it is. But I won't find out until tomorrow. And then I'll have to wait for what, another week? Until another trucking company can go and pick it up from Reddaway and then bring it to me. Eventually. Maybe. I hope.

Adding insult to injury, when the the HD employee phoned me back, after phoning Reddaway, he told me the call was being recorded. He over explained everything, during the call, and was OTT nice, so the recording was obviously for their legal protection. Bunch of scoundrels! They are well aware of their company's poor performance on residential deliveries. Yet they act like this mess is an exception. Look at all the one-star the reviews, HD!

Three delivery no-shows and counting!
2/13/20
• Previous review

I have been promised delivery on three days (four days of waiting), and every day was a no-show. How do these people stay in business? HD says they cannot control the trucking company, but the trucking company works for HD. I have spent ages on the phone waiting for HD agents, only to have theme do absolutely zip. Ridiculous!

Update: After third no-show, HD resolution center's solution is to "rescue" (their word) my shipment from Reddaway and place it with another carrier. Reddaway told HD that they could not get a truck up my private road. That is a lie, I know, because I had informed them that I needed a smaller truck (my road is accessible for a 26' bobtail truck, but no larger) before the first delivery appointment. I was informed, by Reddaway, that they always send their smaller tucks to deliver in my neighborhood. And did it really take them three delivery attempts to figure out they couldn't get here? No. They never tried to drive up here. Upshot is that I will wait at least another week to get my merchandise.

Wish I could give them zero stars!
2/11/20
• Previous review

Never order anything from Home Depot for home delivery! Or even for delivery to a store. It will be a total waste of your time. I have had issues with HD losing smaller orders in the past (one of them was to be delivered to a store), but the latest debacle is the worst nonsense I've gotten from them.

I ordered two enormous, rigid pond liners, to be delivered by an outside freight carrier (Reddaway Trucking, which is also thoroughly incompetent). The trucking company gave me a four-hour delivery appointment, and then never showed up. I phoned them and got nothing but confusion, so then I tried phoning Home Depot. They called the trucking company, which said the items would be delivered on another day. Just to make things more frustrating, the Home Depot agent told me that I did not need to be present for delivery, as it was just a curbside drop off, so the four-hour appointment for which I had driven to the property and waited all afternoon had been unnecessary! I demanded a refund of my shipping fee, for the missed delivery, and I was refunded.

The next day, no one had contacted me about a future delivery date, so I again phoned HD. The agent told me the items would be delivered that day. Once again, the truck never showed up. So I called HD again, and got the runaround. Asked for a supervisor, and was refused. So at the moment I am out about $500 and have lost a day and a half to waiting for a delivery that may or may not be the correct items. That last detail refers to the fact that the trucking company has my shipment logged as "window coverings," instead of pond liners. They would not confirm the size of the box or crate, which might give me an idea whether the correct items were shipped. What they told me was that I should refuse the shipment if it is the wrong thing.

I cannot believe that a company as huge as HD could be so disorganized and clueless. You would think that any trucking company HD contracted with would go out of their way to provide good service, so as to keep the contract. Yet Reddaway Trucking thinks nothing of just blowing off deliveries. And HD is fine with that? Amazing.

2/19/20

Do not sign up for this website! I wish I had not fallen for it. To begin with, they require that you share excessive personal information to get on there, which raised a red flag for me, but I signed on anyway for the crime alerts in my neighborhood. What I did not realize when I signed up is that they display your home on a map on your profile page (you can hide your actual address, but are required to use your real name, so you are easy to locate either way). They preset most of the settings for who can see your information (another red flag). No privacy choice there.

I was warned ahead of time that there were a lot of petty people nattering away on Nextdoor (that is true), but what I found on the site was far worse than pettiness. There are people on there who are just bat-shyte crazy. And they can find you. I made the mistake of getting involved in a couple discussions about local issues. I had to mute a couple people who kept trolling me, and I flagged several posts that contained abusive or profane language (some posts aimed at me, some at others). I don't know whether someone I reported flagged me back in retaliation, but out of the blue my account was suspended. When I went to the website a banner came up saying I was suspended and could sign in after 15 days. Suspended for what? There is no contact information provided. No one to ask. Just a link to a page of rules for the site, and something about being "kind." Huh? Who was not kind? I reported the bad behaviors of others. And I am being slapped on the wrist for that?

The 15-day thing is weird, too. It's like some weird kind of training program. Like an electric shock collar for dogs. Come back in 15 days and try again and see whether you can avoid getting shocked again? No thanks. Why would I want to?

And it gets even worse! Because of the suspension, I cannot sign in to delete my account. So it will sit there for 15 more days. Fully visible to all the crazies.

Now I am stuck wondering what Nextdoor sociopath has my address. I am genuinely freaked about it. I wish to God I had never signed on to this horrific website. They take zero responsibility for the safety of their users. They just want your information, like all social media. But they disguise their data mining operation behind thos fake neighborhood watch and block party facade. Don't buy it. It is a lie.

DO NOT GIVE THESE PEOPLE YOUR INFORMATION! They will placed you in danger. I cannot emphasize that enough. THEY WILL PLACE YOU IN HARM'S WAY. I have purchased security cameras for my property because of this website. Huge mistake joining up.

1/30/20

Sometimes you just get a sense something is wrong about a company, and that is what happened with Signals. I placed a large order (between $700 and $800) for several garden items. The next day I got a phone message from Signals saying that they were "having trouble processing processing" my credit card. Checked with my credit card bank, and saw that they had placed a hold in my card for possible fraudulent use. They often do that for an international purchase, but it is extremely unusual for a domestic transaction. So I did a quick check online for complaints about Signals and their group of companies (Acorn, Bas Bleu, etc.). I found nothing substantial, and I confirmed that it is a privately held company in the USA. So I cleared the hold on my card and phoned Signals to tell them to run the card again. The agent, who did not listen to me, asked me to run through my full identification info, and then asked me for a credit card. What? I had instructed her to run the one I submitted. Why would they not have that on record? Something told me to cancel the order, so I did. I cannot out my finger on what felt wrong about this, but I went with my gut. So, fair warning on Signals.

37.7K Views
1/28/20

Amazon used to be great for refunding or replacing damaged shipments, no questions asked. That is no longer true. I received a box of glass canning jars shipped by Amazon that was partially shattered because there was no padding in the shipping carton. None. Reported that online (Amazon now has a Bot doing its customer service Chat, not a human) and was told that because it was from a third party seller, I have to send back the shipment and wait for a refund. Absolutely no way I am going to send back broken glass, and I am not going to wait for a refund. So I requested a phone call from customer service. Agent initially did the "third party seller" thing, but I called her on it. Almost everything is from a "third party seller" now, at Amazon, so that is a BS excuse. Even when it appears in the listing that an item is from Amazon, it is usually from a TPS. Also, the items broke because Amazon did such a shyte job at packaging them for shipping. So I suggested that she refund me only for those broken pieces. She agreed, but after checking to see whether she could do that she said all she could offer was a "promotional credit" toward Amazon merchandise. Once again, I called her on this, and demanded a true refund for all or part of the damaged shipment (I had provided a photo of the broken jars, btw.) I pointed out that this issue had nothing to do with the TPS because Amazon packaged the items for shipment. I said that she could just send an entire new shipment, since I did not get what I ordered, and I have consumer protection on my credit card account. Once again, she disappeared to check on this. She came back and said she could refund my credit card just for the broken jars.

Hardly worth my time arguing, given the low cost of the items, but I hate being jacked around by businesses when they are so clearly in the wrong. If you run up against this kind of thing with Amazon, stick to your guns and make them do the right thing for you. The TPS excuse is not thing but a way for them to dodge responsibility. If it is an item "fulfilled by Amazon," and it is damaged in shipping, Amazon is responsible for that, and Amazon should refund you for your loss.

YOU CAN ALWAYS REQUEST A PHONE CALL from Customer Service. Just go through the Chat screen procedure and click on the prompt that indicates you need more help. Then click "request a phone call."

1.6K Views
1/18/20

I've purchased luxury linens from this company for many years, mostly buying items during white sales or things on close-out. It used to be an actual brick and mortar business, with stock on hand, and most orders were filled promptly. Sometimes if you purchased a brand that was offered on a manufacturer's promotion, or a retired pattern, an item would not be available or would have to be procured from the manufacturer, and that sometimes resulted in a long delay. But the contact person I dealt with, in past years, was always nice and very personable. I liked the fact that I was buying from an independent business, with a real store. I don't know what happened whether the business was sold, or something but now FLandB seems to have morphed into a purely procurement-on-order service. Everything is on a shipping delay. I see that they are now marketing themselves as an "in-store shopping experience online." But a store has stock on hand, so that characterization is not quite correct. I'm not sure this company is right for me, now. I don't need to go through a middleman, when I can buy most linens directly through the company websites. I don't need the fabric swatches they offer. I think FLandB may be courting a different kind of customer now (they have a banner on their home page saying, "Supporting estate, house and yacht managers worldwide"). I don't have an estate or a yacht, or a property manager. I am not a designer (they have always offered a designer to-the-trade program). I just like luxury linens, and I splurge once or twice a year. I hope FLandB doesn't forget their "smaller" customers, like me, while aiming for the custom of the super wealthy.

12.4K Views
1/13/20

I received two (non furniture) items that we're damaged (worst packaging I have ever seen). I live nowhere near an Ikea, so tried to deal with the matter by phone. Get a phone menu, offering options 1 to 3. Three is what I need, but system won't accept it. Try option 2 (order tracking) and am told I will be transferred to the right department. I get automated message about high call volume and they "cannot answer right now." Click. So I try the email contact form online. Options under "about my order" are "business customer" or "order cancellation." Nothing else. Another dead end. What the heck is a customer supposed to do? Phoned again and tried option 1 (new orders) and the agent is now trying to get through to the right department. I am listening to screeching "music" and repeating recorded messages. My life is passing before my eyes. Never ordering from Ikea again.

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