a a.

This is my email to net-a-porter. The worst online retailer ever. (do read before making the purchase from them)

Hi there,

I have written at least three emails regarding the missing shoulder strap for the Jil Sander Large Leather Bag.

I would like to highlight that this is my first time purchase from Net - A - Porter and I must say that it has been an utterly disappointing and awful experience.

Needless to say, Net-A-Porter must be quite overwhelmed at the moment with the sales campaign but it is no excuse in being so unprofessional in resolving this seemingly simple problem: sending a shoulder strap for my bag. Bear in mind, I have already made the payment, I received an incomplete item, Net-A-Porter is a happy recipient of receiving the payment while on the other hand, from a patient waiting customer, I've become a disgruntled customer waiting for a missing shoulder strap to be mailed to me.

So far it has been either I receive an auto message that says there will be a slight delay reply from Net-A-Porter or a message that aims to brush me off by making me believe that the staff intends to search for the shoulder strap but somehow couldn't care less whether the strap can be found or on the mission to mail the strap to me.

In my last email, I have requested the shoulder strap to be mailed to me before 30 Jan, well I am not surprised that I'm back into the vicious cycle with Net-A-Porter. Could I be the only unlucky one not to receive a shoulder strap for my bag? Is it even possible that Jil Sander has ran out of shoulder straps?

Latest update: I should have known better to put myself up for another round of bashing disappointment, I actually made an international call to find out when Net A Porter intend to mail the shoulder strap. The helpline person basically said the same thing as what has been written in the email -- we will look for the shoulder strap.

First of all, I can read. There is no point for me to hear the same thing which is exactly the same as what has been written in the email. What do you hope to achieve by making the customer feels like a fool? Am I supposed to accept the reply and shrug off," oh they must be busy..." Perhaps I should also highlight that I am very busy too, and I'm wasting my time to ask for a shoulder strap to be sent to me when it is a mistake made by Net-A-Porter and it's quite obvious that there hasn't been a display of urgency to resolve this mistake. The approach has been -- when we find or do find the shoulder strap, we will mail it to you. If you can't wait for it, you can return the bag to us. I have only one word for you - WOW!

Is that your online retail shop business model in resolving a problem and customer recovery process?

I am totally appalled by the indifferent tone by the helpline person who basically has a script to read in handling calls from disgruntled customers everyday and at a minimum wage. Perhaps you can say that I'm not hearing what I would like to hear. Well, I can say not only the company failed in ensuring the right items are mailed to the customers, and obviously feeling rather cocky in losing one customer is not a big deal at all. I guess the main focus is always to ensure the founders of Net A Porter have their photos taken with important fashion people in glossy magazines. While the customers just have to deal with the inefficiency caused by the company.
Whatever it is, I must have a blood clot in my head having an impression that amongst all the online retailers, Net-A-Porter is the highly rated and recommended retailer.

In the end, they couldn't locate a shoulder strap for me.

Annabelle
Order number: *******