Fawn T.

HORRIBLE BUSINESS.

I made 5 orders on 11/25. I took hours to make the personalized gifts. I got an email where 6 items were canceled and then 2 saying 2 were backordered. The email said they will not ship anything until the backordered items are in. It suggested I called them if I want to cancel the backorder so that the rest of the order can be process. So I did that.

I called them last night and the rep said that on Friday they will start sending out more cancellations email but they are overwhelmed now so they cannot tell me which items will or will not be canceled. The girl told me that actually ALL the backorder items will be canceled for everyone anyways because they will run out also. So she said around Friday or later, we are going to get emails on those cancellations. I told her fine, just process the rest. She said actually the 13 that's left, most of them will be canceled also. I'm like WHAT? She said because they are not in stock. If it's not on line anymore that means they will not send them even though I ordered it back on 11/25. She said their system is not matching their inventory. So it is allowing people to order things that they do not have. It's ridiculous. So I said EXACTLY how many items can I get. She kept putting me on hold. Finally she came back and said that they had no idea. She asked me to call back on Friday when they can give me more information. WTF. She said that they are getting a ton of calls and complaints and they can't fill it as fast AND there's not enough things in stock.

To make it more insulting, she tells me that they don't actually fill an entire order at the same time. So for example, I ordered 19 items. They go to make them, when they get to one that is on "backorder", they go and send an email and now puts my order on "hold" until backorder is in. So I said well now that I've canceled the backorder, will it be at the front of the line? NO. It goes back to the end of the line. So then if another item because discontinued as they fill it, you go back to the end of the line again. STUPIDEST thing I ever heard. So in other words, if you made an order with 1 item, you may get it. If you made an order with multiple items, you will probably not get it because each time they get to an item they don't have, they put you at the end of the list AGAIN. I asked her why they don't just fill out the whole order at the same time, she said that's not how they do it.

I also said it's stupid that they hold on to the entire order instead of sending what they have. She said there's no way for them to track parts of an order so they have to have the whole order before they send it. This is the most unorganized business I know. I spent hours personalizing everything just so it gets all cancelled.

So then I told her, Ok so all these people who got email that saying their item is backordered -- really it's not. It will be cancelled. She said yes most of them will be cancelled. Then I said and if they take the rest to wait for the backorder, the other items in the order that is being on "hold" is really given to someone else order, so by the time the backorder is in, all the other items are no longer available. So you're screwed if you actually wait for a backorder. She said YES. So why send an email asking us to call. She said there's no point of calling. There's nothing they can do. They can't even tell us what they can or cannot send at this time.

By the way, one of my other order only had 4 items and that's not being sent either. It was ordered on 11/25th also.

All the items that were on sale was on sale because they are being discontinued. They are clearing out everything for new items in Jan, she said. So of course they are cancelling items.

To give you an idea of which items were cancelled, they were totes, towels, robes, jar, glasses, tunic, etc. When I called, she went through and told me I will be getting emails on all the other cancellations later in the next week or so. I had gotten 8 emails already but that's barely anything. She said pretty almost everything will be cancelled.

Worst business ever.