If you can very well tell from the title, I’m in a ranty mood. But I promise, seriously guys, cross my heart and hope to die, to try to keep the caps to a minimum.
A few weeks ago, I ordered a pair of on-sale sandals from Spring. Why, you may ask, did you ever order sandals at the end of summer? Because I like to plan ahead, ok? Gosh.
The sandals were low-cost enough that I put aside my hesitation of ordering from Spring aside. Now, for anyone who knows me, knows I order a lot online. I don’t normally hesitate about ordering online.
But I had already had a bad experience with Spring. (The plot thickens.) You see, a couple years ago I ordered some shoes online from Spring. I was excited. In fact my actual words, blogged the summer of 2008 were:
I love the camel colour – I don’t think I have any shoes in that colour. They were on sale from $59.99 to $34.98 and Spring Shoes has free shipping right now with easy in-store return. That’s pretty much the best thing ever.
So, I tracked my packaged religiously. Yay, shoes getting closer to me! But then one day noticed the package had been “accepted” by someone in Québec. WTF? I panicked and called the Customer Service number thinking someone accidentally received my shoes and accepted the package thinking, “All right! Free shoes!”
Oh. No. It turns out Purolator couldn’t deliver my shoes as no one was there to receive the package when they tried. So they were shipped back to Spring Shoes’ warehouse in Québec.
Wait, what? Why didn’t Purolator try to um… Contact me in any way? Isn’t that usually how it is? You leave a note or something saying you tried? And here’s the kicker: I lived in a building with a 24/7 doorman (who once asked me out in the most awkward elevator ride ever – but I digress, that is another story). There’s no way that no one was there to receive said package.
The Customer Service rep explained this to me on the phone and that I would be refunded. Please note: This was the first time I had heard that I was not getting my shoes. When I called. There was never any communication about trouble shipping my shoes before and I only knew this had happened because I was so enthusiastically tracking my package. I asked the rep if I could then re-order my shoes because I still wanted them. I was told I couldn’t, as they were now out of stock on that pair. Well, awesome.
Definitely not the great first experience with shopping Spring online.
This time around, I figured that more than two years had passed so surely they must have sorted their online shopping issues, right? Surely! It’s 2010. Online shopping isn’t that difficult!
But alas, it was not meant to be. Except this time I’m even more indignant about it!
Here’s where the #fails happened:
1. The website kept telling me my suite number was an invalid number. Canada Post told them so, so SURELY I must be wrong. I clearly don’t know where I work. I decided, eff it, I’m ordering them anyway and I’ll sort out the proper shipping address after.
2. I immediately went to their contact us page. Listed before their phone number is their email address. And I don’t feel like calling a call centre, like many of us feel so of course I’m going to email them to tell them to rectify the problem. I email them to let them know my shipping address on my order was incorrect and I would like them to fix the issue before it ships out. Never got an answer.
3. I then reached out to them on Facebook to let them know what a frustrating experience I had on their site. My exact post, and their reply:
Notice how they didn’t actually read my post at all. Fail!
4. 3 weeks pass and nothing. No email. No shoes. I finally get an email with the first line saying: “We’re sorry to hear that you have chosen to return your Spring online purchase.”
Uh. No. I didn’t decide to return my stupid shoes. You decided not to deliver them because your customer service channels are INCOMPETENT. I immediately email them back saying, essentially, that I did not chose to return my shoes, they had never arrived. I expressed how unhappy I was with ordering from their site, that I doubted I would order from them again, and to please rectify this.
I never got an answer.
5. Two days later, I called customer service (finally). They told me that yes, there was trouble delivering the package. I explained that their site was not functioning and I had emailed their customer service channels several times without reply. The customer service rep told me, “Yes, our emails are really backed up, that’s probably why you haven’t received an answer.”
Um, excuse me? I get that emails may be backed up but then you probably shouldn’t advertise it as an available customer service channel! That makes sense, right?! If you can’t answer customer problems via that channel, maybe you shouldn’t list it. It’s like telling a customer to call you at your 1-800 number and then just not answering the phones.
So this is the second time I’ve ordered from Spring and now the second time I’ve never received my shoes. As the saying goes: Once bitten, twice shy. The incompetency of them keeping my money is astounding. So suck it, Spring Shoes. You will never get my online dollars again.
PS: And for the record, Spring hadn’t actually refunded my purchase by the time I called. The rep assured me I would receive my refund but who knows, right? They clearly don’t know how to do business so I sincerely wonder if they can handle a simple refund.