Nana D.’s Reviews of Groupon & more

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“I just got off the phone with a sales rep by name of...”

7/25/14

I just got off the phone with a sales rep by name of Jessica regarding a return. I had tried within a 3 month period to return items for store credit. I was out of the country and was unable to do so earlier. Upon making a recent move and coming across the unused items, one of which was a wrong item and not what I ordered, I thought I would try again. I did this as respectfully as possible and still got a very rude and disrespectful tone in return. Here is an except from my live chat.
"Jessica: However, if you insist on returning them, I will see if we're able to fully refund you - there would be no need to return - and we would close your account as it appears you are not happy with our return policy. "
Me: It's unfortunate given the situation and my long time patronage of ideeli
Me: i'm surprised you're offering to close my account. The issue at hand is returning items and i've been polite in my request
Me: offering to close my account when i have not suggested that says you don't appreciate my business Jessica
Jessica: Yes, but you are not willing to comply with our policies
The rep offered to take my items but they would close my account. I was completely surprised since I had not asked for my account to be closed. I'm happy to share the whole transcript. But I was completely shocked by the tone of the rep in question especially after being a customer for almost 5 years now. I have ignored their cancelled orders, cancelled account and mistakes in orders. Merchandise is usually as shown but customer service is a hit and miss.

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Thank you

DeeDee L. – Groupon Rep Over a year old

Hi Nana,

Thanks for giving us your feedback here on SiteJabber. I'm really sorry for any inconveniences that occurred and have reviewed incident 140725-000970, the chat you had with our agent Jessica. We don’t seem to have any record of a phone call in regards to this return, just the chat.

Unfortunately, I’m not going to be able to authorize this return due to the fact that you’ve already been issued a one-time courtesy for a late return and these orders were placed in November and December of 2013, about 8 months ago. We cannot take items back at this late stage due to the length of time between when you received them and the request was submitted. We have a 21 day return policy (https://support.ideeli.com/app/answers/detail/a_id/72) and require all items be returned back to our fulfillment center within 45 days of the original shipping date (https://support.ideeli.com/app/answers/detail/a_id/138). Since we’ve already extended courtesies, we won’t be able to issue any further at this time. Due to the fact that one of the items you received was incorrect, I will refund you for that item only. You don’t need to send it back, as the refund has been issued. This refund for $69.99, the cost of the dress, should post to your account within 3 to 5 business days.

We are aware that you had previous accounts with us that had been closed for violations of our Terms & Conditions of membership. We provided you with an opportunity to once again shop with us but think it will be best to no longer continue this relationship. For the reasons outlined, your account has now been closed and you have been refunded for the incorrect item that was received.

Please let me know if there is anything else I can help you with.

Best,
Jason Faria
Director, Customer Service