I ordered a wallet in January, and when I received it, the wrist strap was defective. Actually, there was no wrist strap, just a string. (Correction: the wrist strap was attached to the wallet by a string.) I contacted OpenSky on January 13 about the defect. They asked me to take photos of the item, which I did. I was told they would contact the merchant for a response. I get 3 subsequent emails from OpenSky stating that unfortunately, they have not heard from the merchant. Are you kidding me? Red flag right there! That certainly does little to build up a customer's confidence. So they are doing business with irresponsible merchants who provide defective merchandise and will not respond to communication from OpenSky? The last email was dated January 25, and because they had not heard from the merchant, they were going to have Returnly provide me with an email label. Days pass, and on February 8, I send them an email that I did not receive any label from Returnly. On February 9, OpenSky emails me a return label. I am told, after ALL of the time that I have been patient with them trying to get this problem resolved, that I have 14 days to return the item. Unfortunately, prior to this, I became so severely ill that I missed 3 weeks of work. During that time I did not leave my house except for doctor's visits. Well, shame on me, the 14 day period is up, and I haven't returned the item. The 14 days expired on 2-23-16, and I sent OpenSky an email requesting a couple more days. I get an email stating that unfortunately, the product cannot be returned because the 14 day window has ended. No consideration for the fact that their customer had to wait MORE than 14 days( approximately 2 and 1/2 weeks) to get a return label sent to her. In their opinion, it's OK for the customer to wait and be inconvenienced. No taking into account extenuating circumstances. No attempt or effort to bring about a satisfactory resolution. The customer does not seem to be a priority to OpenSky. Their customer service is pathetic. I will never order from them again, and I wanted to warn potential customers of their awful customer service. I do a LOT of online purchasing, and I have NEVER had an experience as disappointing and frustrating as this one. My entire experience with OpenSky has proved to be a doggone shame!
2-27-16 Update: OpenSky resolved this situation with me in a satisfactory manner. Their resolution was to issue a credit to my original method of payment. No request to return the item, which I would have gladly done. Perhaps I or one of my friends can figure out a way to repair it. This particular time OpenSky demonstrated what good customer service is all about. The customer support rep who resolved this deserves 5 stars because he appreciates that if there is a problem, you try to make things better for the customer, not alienate them as if they aren't important. Unlike the initial customer service rep, he did not get sarcastic or cop an attitude. Kudos to him! If the merchants OpenSky deals with, and other members of the customer support team were like him, OpenSky would have a glowing 5 star review and I would be spending my money there.
Hi Deb! We are very sorry to hear about your recent experience. Please send us a private message through this site containing your order number and email address, and we will look into this further for you. The customer service experience you described is directly contrary to that we aim to provide, and we look forward to the opportunity to make things right as soon as possible.