Monday, January 12, 2009

Papashoe.com: Are you trying to make my head explode?

This is the part where I post a rant about an ongoing bad experience I'm having with an Amazon seller. It's probably not interesting to most people, unless you get all self-righteous like I do when a retailer has done you wrong. So, you've been warned.

from: Kate
to: support@papashoe.com
date: Wed, Dec 17, 2008 at 11:07 AM
subject: Order/shipping status #xxxxx

Hello,
I wanted to check the status of my order (number pasted below). Amazon is listing this as an open order still, and I'd like to be sure it arrives in time for Christmas.

Thanks,
Kate

Order Placed: December 15, 2008
Amazon.com order number: xxxxxx
Seller's order number: xxxxx
Order Total: $34.01


***
from: Support
to: Kate
date: Thu, Dec 18, 2008 at 3:48 AM
subject: Re: Order/shipping status #xxxxx

Valued Customer,
It will be a close delivery around the time of Christmas. If there are any problems, I will let you know.

Season's Greetings,
www.PapaShoe.com
908-591-0006


***
from: Kate
to: Support
date: Thu, Dec 18, 2008 at 10:51 AM
subject: Re: Order/shipping status #xxxxx

Hello again,
Hate to be a bother, but I just need to clarify. By "around the time of Christmas," you mean "before Christmas," correct?

Your information on Amazon states "Our goal is to DELIVER all products within 5 business days of payment, coast to coast. If for some reason a product goes out late, we will pay for expedited shipping to get you your product within 5 business days (at absolutely no extra charge to you!)."

So, even if we're not counting Monday the 15th, when I placed the order, 5 business days would mean delivery on Monday the 22nd. I really need to know specifically when the package will arrive.

Thanks for your help,
Kate

***
from: Support
to: Kate
date: Thu, Dec 18, 2008 at 10:19 PM
subject: Re: Order/shipping status #xxxxx

Valued Customer,
Your order has been shipped. However, we are encountering a glitch with our tracking numbers so they will arrive at a later date. Please do not worry, though. They will be at your door before Christmas.

Thank you for your business,
www.PapaShoe.com
908-591-0006


***
from: Kate
to: Support
date: Mon, Dec 22, 2008 at 4:27 PM
subject: Re: Order/shipping status #xxxxx

Hello,
I've just checked the tracking for this package (FedEx #: xxxxxxxxxx), and the estimated delivery date is December 29.

Please read through the email chain below to review our previous communications. I hope you understand that this situation is completely unacceptable. Not only has your company not lived up to its "delivery in 5 days" policy, but I have been lied to by your customer service and now will not have a Christmas gift for my dad.

There is one acceptable solution to this problem: If you can overnight a new shipment to the same address to arrive by the 24th, I will be satisfied. If not, you can certainly expect to hear about it on your Amazon site as well as on Consumerist.com.

This is especially upsetting to me given the way your represent yourselves on your site as dedicated to customers and giving "5 star service." I think you can agree that that is not what I've received, and I certainly do not feel like a "Valued Customer."

Please contact me to let me know how you plan to resolve this problem. My phone number is 612.xxx.xxxx if you have any questions.

Sincerely,
Kate


***
Not confident that the fine staff at Papashoe would resolve this matter in time, I called them the next morning and finally reached a sane person by the name of Dan, who actually seemed to grasp the bad-ness of the situation. Dan refunded my money and told me when the shirt arrived we should just keep it. Nice, right? I was mollified, and by that I mean that my opinion of this company improved from "suck suck suck" to "neutral."

So I left them Amazon feedback to that effect:

3 out of 5 stars
The copy on the seller profile that states they will deliver products within 5 days is simply not true. Email support was vague at best and dishonest at worst. I'd been told I'd receive my package before Christmas, but it didn't arrive until the 30th. However, the person I reached on the phone was polite and apologetic, and gave me the order for free.
Date: 1/7/2009
Rated by Buyer: Kate


Fair and honest, yes? Well, I'm a mean meanypants now, according to the email I just received:

from: Support
to: Kate
date: Sat, Jan 10, 2009 at 4:31 AM
subject: our request for a removal

Valued Customer,
Since we have given you this item for free to show you how sorry we are. We think that it is also fair that we ask you to remove your neutral feedback at the very least. Neutral feedback now affects us as adversely as the negative one does.

Thank you for your understanding,
www.PapaShoe.com
908-591-0006



Uhh... well, Papashoe, I'm sorry that you were adversely affected by my feedback. But I was adversely affected by your ineptitude, and I thought other people should know that. That is how feedback works. And despite the recent trend of feedback bribery and manipulation by sellers like you, people still rely on it to let them know if a company is reputable. Which is why feedback manipulation is against the terms of your seller agreement with Amazon. Which is why I forwarded them this email and reported you.

My dad better love the crap out of that shirt.

9 comments:

Jess said...

I had a similar experience with an Etsy seller who was super aloof and finally sent my package after I got their Abuse team involved. In this economy, no one can afford to run a business like that.

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Anonymous said...

I just cancelled my order after waiting two weeks for it to be shipped. Apparently all customers are not created equal at this place; ordered from Amazon and never received any sort of receipt or any confirmation. pathetic, next time i'll pay the extra 20 bucks for my item instead of trying to save some money with this poor company.

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Anonymous said...

Well, i have placed an order for boots for my bf for xmas. i ordered 11/16 and now 11/19 and i am already worried that i won't get my stuff. says it will ship by 11/19.... fingers crossed! the price was the best deal but i really dont wanna deal with bulls**it! not to mention $96 is alot for me to spend right now with a 3 mth old baby- as we know are a huge delight!!! but costly. not that i am bitching cuz i am not at all but trying to express that i dont have $96 to lose... wish me luck! but will NEVER order again...
jody B.