Karen P.

Terrible. I placed an online grocery order from Walmart on a Friday afternoon for delivery the next day between 1000 and 1200. I live in an apartment building on the third floor. I stayed home waiting for the delivery. Nothing. No phone call. No text message. No buzzer. By 1300 I started calling Walmart to find out where my grocery order was, because according to Walmart it had been delivered to me.
On Saturday I made 3 phone calls to 3 different Walmart Customer service reps. I was told to call back on Sunday On Sunday, I made another 3 phone calls to Walmart and finally was told that I would be getting a refund email by Monday. (All the while, I was being told that I did receive the order. There was no mention of perhaps there was an error somewhere in the process.) By Tuesday am, still no email from Walmart. One of these phone calls directed me to Instacart. When I called Instacart the rep there said that she did not know why I had been given direction to call them. She did contact yet another customer service rep from Walmart and he told me that he would be processing my refund. I then received an email stating that I had received a refund for $11.17. My order was $104.79. So, I called Walmart yet again and this time the rep refunded me for $91.19. So, I received a total refund for $102.29, short $2.43. All the while I was reminded that my grocery order had indeed been delivered to me. I contacted Instacart again today. Again, I was being spoken to like I am a little child and that as the customer I must do this, do that, etc. I told the woman on the other end, that I had received my refund, but that I would never be using this service again and that I had put up signs in my building to let other people know to never use this service. I told her that the issue is between Walmart and Instacart and until they can get things sorted out between each other so that the customer is not getting the short end of the stick, and being spoken rudely while they are, that the business should not be operating at all. With every phone call to Walmart there is a customer service survey at the end of the call. I have given good reviews because I was under the impression that I was going to get a resolution. Anytime I engage in a customer service issue with Walmart I get the run around. What the heck is going on? The same for Instacart. What's with all this blaming and ripping off the customer rubbish? Terrible, terrible, terrible attitude.

I am pleased that I finally got a polite and reasonable response from the company, but ONLY after I posted my experience on sitejabber. I have opted to wait out for delivery of the item until July 5th as that is when the item will no longer be of use to me.
The company did offer to resend the item via expedited mail. In return I was asked to upgrade my rating to 4 - 5 stars and refuse delivery of the originally sent item when it is delivered. Refusing delivery of the item is not possible as it will be delivered to the address anyway. To comply with this request I would have to pay to ship it back to sender. I was also given the option of a refund and that too would necessitate that I send back the item when it finally arrives and at a cost to myself.
My concern is that in order to be taken seriously and responded to appropriately and with reason, I have had to file 2 tickets and post on sitejabber... this is not good PR for any company. All they had to do was respond to me in a reasonable manner in the first place. Lightinthebox needs to reconsider how they choose to respond to customers when problems in shipping arise. Take responsibility for the business end of things up front and that way the customers will almost certainly keep coming back regardless of the barriers that present themselves.
If the item is not delivered by July 5th, I will be asking for a full refund and will not be paying for sending any item back. I have upgraded my rating to 2 stars because giving 3 stars suggests that I had an average on-line shopping experience and this is simply not true for me.