Dawn B.

I placed an order for a gown (a Christmas gift) that cost nearly $150 on Dec 12. Nine days later, I logged into my account to track my order. Ship date is blank. Tracking number is blank. Spoke with a customer service rep who was very friendly but couldn't find any information other than to confirm it was in stock (not backordered) and just wanted me to "trust" that it would arrive before Christmas. I said "I want to know if this actually shipped." So now my concern has been "escalated" which means in TWO DAYS, I can expect to hear from someone higher up in their service dept. That is horrible customer service. They should have transferred me to someone higher up immediately and figured out what the heck was going on with my order. In 2 days, it will be impossible to get this item in time for Christmas, as today is the last day for 2-day shipping. Extremely disappointed. Now I'm stuck scrambling to find another gift.

Same-day update: Just checked my credit card and it hasn't even been charged yet. So yeah, the service rep saying "it should get there in time" is not grounded in reality. I can't imagine they'd ship something without charging my card first. Reps are working in the dark, service is based on hopes and wishes, not facts!