Carolyn B.

While venus.com offers a great selection clothing and swimwear, I am NEVER buying anything from them again because the level of customer service they provide is completely and totally unacceptable for both online chat and phone contact.

Clearly, management has not kept up with customer expectations for online chat with retail sites, because agents are unable to customize their interactions unless really pressed to do so. And I get that everyone isn't Zappos, but companies should at least be aware of the standards set in their own market spaces and do the best they can to implement "modern" service solutions that try to meet them in some discernable way. Oh, and by the way, one of the chat agents also "hung up" on me when I asked for specific details... wow.

Calling the toll free number is not much better. Agents still utilize the old-school "it's policy" explanations that certainly don't represent customer service as we know it from virtually every one of venus.com's competitors. In addition, when clarification was provided to me about something I questioned because I saw that it was done incorrectly, the explanation I got was about how busy they were, and that they did what they did because they don't have time to be more thorough. Clearly, none of this is acceptable on any level.

And by the way, in addition to paying for shipping on orders under $100 (unless you're lucky enough to find a coupon code), if you have to return or exchange anything, you are going to have to pay for shipping again to send the item(s) back. Also not in line with many in the same market space.

I didn't want to have to be a formal detractor, but after having 2 extremely negative experiences, here I am... beware!