Nautica

Customer service is a joke.
I placed an order on September 2nd. I waited until the 18th to see why there was no tracking information. Nautica basically blamed Aus Post and gave me the "computer says no" response. I did my homework and called up Aus Post to enact an investigation because they received absolutely no physical scans of the item - nothing, even to this day, nothing. So Nautica never sent it or it was lost in transit. Aus Post said that Nautica would contact me as soon as the case was closed. The case was closed on the 25th when it was deemed that it was never received.

I call Nautica on the 29th to check and they said they never received any information from Auspost. I had to press for information and they realised that the case was closed. I asked what they would do - they said to keep waiting. I rejected that suggestion and demanded a replacement - the original order was still in limbo. They sent a replacement.

October 7th... 5 weeks from the original order - A package arrives and its damaged - the Water bottle was dented and was not wrapped in anything. It didn't have a box it was just in a plastic postbag that looked like it was banged around, thrown, and had things dropped on it. I call Nautica and the representative was unhelpful and sighed at me after explaining that I needed a replacement for the replacement. She Guaranteed me that what I received was the original parcel. Australia post refutes this because the replacement parcel had a completely different tracking number. How does the old parcel get the NEW tracking number? She tells me that there was no way what I had was the replacement - I held her to her words and she threatened to terminate the call and said she never guaranteed anything. (I was writing down everything she was saying and she immediately got defensive.)

October 8th - I called up my post office to check for my parcel and my brother visited to ensure there was no other parcel in my name. Nothing. So I call Nautica and I get the same lady who's response was "oh." Where was that overconfident guarantee? They organise another replacement.

Basically, the replacement that I received was so poorly packed, rushed, and handled, they had to resend it a third time. Absolutely disgusting service.

It is now 5 weeks since I made my original order - it will take another 2 weeks for the second replacement to arrive. How bad do you have to mess up when the customer has to do your own homework, the postal service can prove they never received anything and yet Nautica tries to refute blame because their computer system said it was sent and that's that. Then you have one lady who talks over me when I made my first enquiry, another lady who was extremely passive-aggressive over the phone and consistently reflected any blame because the computer said so and an online store that has broken my account where even their gift cards don't work and their address system can't be fixed by their IT department. Most of all, I have asked 3 times to escalate my complaint to an official complaint to a manager and no one has yet to agree to that request - always throwing me a gift card or some other thing to end the conversation - I will be following this up with the OImbudsman if this neglectful service is not rectified soon.