On 5-09, at 9:43 AM (11 hours ago) I received a letter (from Customer Care of yoox) with a request to share my YOOX experience so I wrote this letter. When I finished writing this letter YOOX Net-a-Porter Group unblocked me on Twitter. I'm glad that we were able to defeat the prejudices, took a step to our common victory and mutual understanding. Now we can together put an end to the misunderstanding and this shameful conflict. Because we need each other!
Ladies and gentlemen!
Concerning your question: "How satisfied - pleased we were with the way Customer Service resolved our inquiry": We hope and believe that in the Yoox Customer Service there are many honest and professional employees who love their work. However, you should admit mistakes, omissions of the Customer Service, which have become frequent and cause frequent misunderstandings, conflicts between the Customer Service and customers.
In our, perhaps, subjective opinion, some employees of your Customer Service team have no motivation for mutual understanding with customers.
The reason for this may be dissatisfaction with the payment for their work, fatigue or unprofessionalism. The fact is also possible that some employees of the Customer Service perceive clients like us (who know their rights and obligations) hostilely and create artificial problems such as the blacklisting of unwanted customers.
In such cases, the management of Customer Service should have an independent opinion and carefully investigate each case.
As for the conflict that has arisen, it could not have been, if instead of the hostility and blocking on Twitter, the Customer Service would have shown consistency. Yes, of course, we understand negative reviews, publications on social media are annoying you. Plus, the staff of the Customer Service is constantly under psychological pressure that 'the customer is right, he is the king'. Far from it, no, we, the customers, are also not always right. There are cases when many of us make mistakes because of ignorance of laws and under the influence of emotions.
And that's why it is necessary for the Customer Service and the customers, to learn from each other and seek the common path of prosperity. Otherwise it is impossible! Otherwise, we with common efforts, nonsense, will destroy the miracle of e-commerce YOOX. Then we all will lose, for creating such a miracle of e-commerce is a very difficult task, but it is always easier to destroy.
So, we propose to reconsider our positions and overestimate the conclusions, try to understand each other and forgive, unblock us on Twitter, we may even remove a lot of tweets. This is the way to a common victory and prosperity.г
If our appeal is understood and prudence is shown, we will be able to preserve the existing relationships. Also, we can put an end to this shameful conflict for all of us.
We wish your team success in their personal lives and prosperity of the miracle of e-commerce YOOX . Remember, we need each other!
All the best wishes for everyone,
Law student, from Netherlands
“YOOX: Recognizing the mistakes of Bad Customer Service, - is not your defeat, this is your victory!”
Thanks to social media, Twitter, Trustpilot, Sitejabber and my followers for helping to break the silence against YOOX Bad Customer Service. This morning 6 GMT + 1 I received a refund from August 21. But for me, other loyal customers and many honest employees of online shops, great regrets, mistrust, annoyance remain.
I demand satisfaction from Yoox - an apology of the guilty for showing disrespect and for unfair and deceptive trade practices and the humiliating and insulting practices of their bad customer service that offends and humiliates our human dignity.
We've bought from YOOX for 7 years, with joy 5. To my great regret, Mr Marchetti's with love created miracle of e-commerce has had Bad Customer Service for 2 years. Customer Service has become aggressive, misleading, deceiving customers and began to destroy Yoox from the inside.
Perhaps the reason for the problem was the chase for results at any cost & the lack of respect for customers. There was a substitution of the value under the slogan 'We don't need love,we need results!' There was a gap between Yoox and customers, which led to frequent conflicts.
Studying the history of the creation of Yoox ("How Yoox turned the luxury-goods industry onto digital"), I admired the miracle of e-commerce, created by Mr. Marchetti. Today this 'miracle' turns into a monster, begins to devour itself. Who and what is behind this, illiteracy or new methods of doing business? https://www.wired.co.uk/article/yoox
Perhaps before Yoox Customer Service finally turns into an indomitable monster that will begin to destroy the unique e-commerce system Yoox, it's worth for Mr. Marchetti to conduct a thorough investigation of the reasons for the Bad Customer Service, please save Yoox!
Yoox, remember: "When customers share their story, they're not just sharing pain points. They're actually teaching you how to make your product, service, and business better." Kristin Smaby.
Recognizing the mistakes of Bad Customer Service, - is not your defeat, this is your victory! "When customers share their story, they're not just sharing pain points. They're actually teaching you how to make your product, service,and business better."
All the best wishes for everyone,
Law student, from Netherlands
PS: Elite impunity & bad customer service On 04-09, at 17:31PM after the publication of 7 new tweets I got blocked by YOOX Net-a-Porter Group, because I have an opinion! They do not recognize my right to freedom of opinion and expression! It feels like they consider us untermenschen ...
“Yoox Unfair Business Practices Bad Customer Service Shame on you yoox”
Yoox Unfair Business Practices Bad Customer Service Shame on you yoox
During long-drawn-out correspondence with YOOX I was misled, even deceived, but @yoox did not refund the money (371 for gift order 1408Y7A011815E Return number 2008411818 NLBR and amount of 161 for the returned second part of order 0508Y01E41815D (Reference Number: 03509011 second part of RN 1008301518NLBR) UPS shipment 1Z0V5V059193855746.) in the total amount of 532 so far. When I persistently began to demand an answer to when the money will be refunded, my account Twitter 0495NL was blocked by yoox. #shameonyouyoox .
We invite all who suffered from the conduct of unfair and deceptive trade practices online shops, to a public discussion of such facts. We say no to unfair & deceptive trade practices. It's time for consumers to revolt against this kind of degrading, Yoox unfair business practices.
We must stop the rudeness and arrogance of those who make millions of $ via our purchases from online shops. Their customer service does not respect us and misleads us sometimes under the patronage of their bosses and daily commits unfair and deceptive trade practices against each of us.
On September 5 my dad turns 60 and my brother turns 18. I bought them gifts, had to return them due to the size. Now I don't have time to buy gifts for my father, brother because @yoox doesn't refund me on time!! This is outrageous and terrible, I can neither forgive nor forget!
Dear all, please spread tweets about @yoox. We must all add our voices together vs. unfair and deceptive trade practices of online shops and the humiliating and insulting practices of their customer service that offend and humiliate our human dignity. #shameonyouyoox
I do not pursue making money by promoting my tweets. My goal is to stop the lawlessness of the company YOOX as much as possible. Please visit my Twitter https://twitter.com/0495NL
For a company retailing luxury fashion level of customer service is literally appalling. I understand that as an online retailer yoox is trying to cut costs at every possible place, but customers buying premium fashion from premium stores expect premium level of service...
Law student, form Netherlands