Evelyn C.’s Reviews of Groupon & more

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“I ordered a dress from ideeli and they sent me an email...”

5/3/12

I ordered a dress from ideeli and they sent me an email saying they were unable to complete the order. They issued a $10 voucher and promised free shipping on the next order I place. I talked to a woman on their chat service, and she was nice while I was obviously frustrated. I asked why the vendor couldn't fill the order and was told first that they didn't send the item and later when I pried a bit more, that the item "wouldn't pass ideeli's standards for quality." Ok. Fine.

That being said, I find it absolutely ridiculous, especially with the way the site is structured, that when an item is listed as "in stock" that they cannot complete my order do to "an inventory problem." I also understand that there is a quality standard, but why would you evaluate an item after you already decided to sell it.

Then, I get on here and a few other sites, and oh my gosh the reviews... The fact is that a website that clearly needs to function on efficiency is obviously lack just that. I also work in customer service. If I had to apologize as many times as the rep Jason Faria from ideeli.com does, then I feel like I would have to bring that to my superiors. Maybe that has happened, but ideeli has no improvements to show for it.

I do not think I will be using either the $10 voucher or the free shipping as I just cannot trust a company that says "we're always looking for ways to improve our members' shopping experiences and are very open to feedback and suggestions" and "our number one priority is providing great service to you" and there are no obvious markers of improvement.

I was really looking forward to wearing that dress.

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DeeDee L. – Groupon Rep Over a year old

Hi Evelyn,

Thank you for taking the time to share your opinion here on SiteJabber. I do appreciate your comments, and I completely understand your frustration.

One of the reasons we can offer such low prices is because we keep very little inventory; we receive the items directly from the vendor. Unfortunately, however, this means this can happen from time to time. If we receive the items from the vendor and a few do not pass our quality standard, some members may not receive their orders. However, please rest assured that this is not a regular occurrence and we'd rather pass on the savings to our members instead of keeping inventory to avoid this infrequent mishap.

I understand that you feel there have been no indications of improvement. However, please know that we do listen to our members and do take their comments into consideration. As one example, we recently made the transition from store credit returns only to the option of cash refunds per the requests of our members. We have also extended our Live Chat hours so that we are more available for questions as our members shop. However, this does not mean that we cannot continue to improve and your feedback, as well as the feedback shared here by others, is greatly appreciated as we do continue to strive to provide the best service and experience to our members.

If you have any additional comments or concerns, please do not hesitate to let me know.

Best,

Jason Faria
Director, Customer Service