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Cynthia D.

Contributor Level

Total Points
103

1 Review by Cynthia

  • Groupon

10/9/14

Been a customer of Ideeli now Ideel since 2008 and had few issues with returns or quality of merchandise until recently. On Oct 6 I placed a small order less than $30.00 to be billed to my paypal account. I had $50.00 cash available in that account and my bank account and 2 credit cards for backup. On Oct 7 at 2:14 am I got an email that they were unable to process my payment and that I had 48 hours to update my info and if questions contact customer support. At 5:22 am I emailed customer service questioning the problem, and did update with an additional credit card. Monique from customer service responded at 1:13 pm and in less than 48 hours the item that should have been on hold for me is gone. The order still shows as pending on my account and paypal is still holding my cash with my order set to expire Jan 4,2015. I have emailed Ideel 3 more times now because I would like my cash released and a $10.00 credit returned to my account and my emails are ignored. No response in 24 hours as they promote on their website. Recommend this site? - NO, and it's a shame because they do get some great merchandise. But what good is that if you can't even get customer service to do their job when problems arise.

UPDATE: I was contacted by a supervisor in Ideel's customer service department in regards to my order/payment issue. Jessica, who is a supervisor in the customer service department, explained that there were technical issues involving paypal authorizations and she was able to my satisfaction clear the hold on my money. Ideel has just started using paypal as an option for payment so as with any new procedures I should have expected there to be bumps in the road. Unfortunately, I hit the bump. On the positive side, Jessica will bring this issue to the attention of the appropriate department so future purchases for customers hopefully won't have this problem.

I have upgraded my rating to 5 stars, which is what I would have given it had I not been so frustrated in trying to get this resolved. I will continue to shop at this site and have done so even while this issue was ongoing. I have been a customer for so long, always satisfied with the quality and quick shipping of merchandise, ease of return, that I just couldn't believe this was happening to me.

Thank you Jessica for handling this for me and promising to address the issues I experienced with the appropriate departments.

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DeeDee L. – Groupon Rep

Hi Cynthia,

Thanks for providing your feedback on SiteJabber. I'm glad that your previous experiences with us had been good and that you're a longtime member. I am saddened to hear that you've had some recent issues and I'd like to ensure they've been resolved.

I know that one of the supervisors in customer service has been trying to reach you through email and the phone. From what I've heard, you haven't yet connected but she'd very much like to speak with you and help resolve any outstanding issues. I did see that an agent provided you with the $10 credit back to your account and we're working with PayPal to have any pending authorization holds dropped from your account. They do drop off from 30 days after the authorization is made but we are going to manually void any amount that has not already been voided.

From time to time our agents may take a bit longer than the 24 hours to respond to a member if there is high volume. If an email that is being replied to, the agent working on it may be out of office and should reply once he or she returns. I do apologize for any inconveniences the delays have caused and will make sure to speak with the supervisors of the involved agents.

Please let me know how I can help with anything that is unresolved. The supervisor who has been working with you can be reached between 10 AM and 6 PM EST on weekdays through the phone number you were given or can be reached by responding to the email she sent. We all look forward to ensuring a resolution. Thanks so much for being a part of Ideel.

Best,
Jason Faria
Director, Ideel Customer Service

Cynthia Has Earned 3 Votes

Cynthia D.'s review of Groupon earned 3 Very Helpful votes

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