Friday, January 22, 2010

Junonia, Part 2: Still Falling Down on the Job

Yesterday I sent this letter to Junonia's uber-cheerful 'Founder' (sorry...have to listen to her 'we're so happy' message every time I call):


I am sorry to say that I will never shop with your company again. I have also shared these sentiments on my blog, where I frequently write about issues we face as plus-size women, and about my journey towards a more active lifestyle.

The reason that I will no longer buy from your company is that I have experienced some of the worst customer service of my life in the last two weeks (outdone only be telecommunications companies). I work for [insert best customer service company in universe] and I simply cannot tolerate the practices of your company, from a consumer's point of view, as I would never treat a customer as I have been treated.

On January 7
th I placed an order for three items, all listed in stock. The email confirmation I received said all items were in stock and would ship immediately. One week later, having received neither a shipping notice nor my package, I called your company and was informed that the order would ship out the next day and was given a Fedex Tracking number. I checked this tracking number the next day, and the next, and the next, with no results. I called again, I believe last Friday. At this point I was informed that my items were backordered and would have to wait for an inventory to be done, and that someone would call me back (no one ever did). I called again this Monday and was told the items would ship out on Tuesday or Wednesday and I would be given free next-day shipping. Today is Thursday and, having received no package, I called one more time. This time I was told that the items were there, but they simply aren't going to be shipped yet, and no one can tell me when I should receive them. This is two full weeks after the email confirmation, which stated that all items were in stock and would ship immediately. Apparently, there is another definition for 'immediately' of which I was not aware.

I understand from some of your representatives, who, frankly, did not seem to care about my order, that you moved your warehouse and stopped shipping all orders in order to do inventory. While I can understand the necessity of the first and the lure of the second, it is bad practice to not put a notice on your website, during the order process, and in the confirmation emails that all shipping is halted, so that your customers are not left hanging as I have been. I know that if you had placed an order with the company I work for, and for some reason we were not able to fulfill it on time, we would contact you to let you know, not leave you waiting for weeks and making call after call, getting a different story each time until finally you feel like your money and your items are being held ransom.

I hope in the future your company will provide both a good product and good service, but unfortunately, I am not willing to wait for it.

Jennifer -----

Today I called again. They said that--happy news!--my items had been BOXED and were waiting for UPS. Yeah...right. Do they staff with snails and sloths, or what? Actually, having been told more than once over the last two weeks that my items were on the brink of shipping...I think it's hogwash.

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