Katie B.’s Reviews of Groupon & more

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“This is the absolute WORST customer service I have...”

2/5/15

This is the absolute WORST customer service I have ever encountered. Not worth it - there are plenty other sites similar to Ideel/Ideeli that offer excellent customer service and post sales assistance. This has been a HUGE 4 week headache ( and still going)

Jan 6th: I placed order to ship 2nd day air ( when I typed the address I was off by 1 digit. Totally my fault) - I tried to work with UPS and Ideel to have them direct this to a local UPS station - but since Ideel took too long to get back, it was shipped back to their warehouse.

JAN 12th: - Order arrived at Ideel warehouse

JAN 13th: I contact Live Chat to ask them to ship this back out - since it was received yesterday. Was told they would escalate and try to get it out ASAP via 2nd day air.

JAN 14th: Contacted Live Chat. Was told this would take 3-5 business days ( explained this was being ' escalated'. They advised this would not ship 2nd day

JAN 26th: Live Chat unavailable - emailed to check status of shipment...

JAN 28th - Received response telling me they have not reshipped yet. Said they realized this was taking longer than expected and they could issue a refund instead if I would prefer.

JAN 29th: Received email that said Ideel has received my return items ( they actually arrive don 1/12)... and a refund has been issued for the order... I responded immediately indicating this order should have been shipped back out to me ( NOT a return)

JAN 30th: Received email in response saying they have not received the order yet - but when they do, they have instructions to resend to me (? Email yesterday just indicated this was received and refunded)

FEB 2nd: Contacting Live Chat - explained what has been going on for the last 4 weeks... Nyla took my # to give to a manager. No one has attempted to call yet.

FEB 5th: Contacted Live Chat - explained my situation again. Lothair ( who I spoke with at the start and told me this order would be shipped out once received). He told me I would now have to reorder this product now. I told him there were instructions to reship - and I needed this to be shipped back out to me. He said he would escalate and have someone email me... Not holding my breath.

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Thank you

DeeDee L. – Groupon Rep Over a year old

Hi Katie,

Thanks for giving us your feedback here on SiteJabber. I'm really sorry to hear about this error that was made. I know that one of our Customer Service supervisors has reached out to help you resolve it. I hope that she's able to speak with you and help with these issues.

I looked into this and appreciate all of the details provided. It seems that there was a mix-up at our fulfillment center which caused this package to be returned instead of reshipped. The first agent you worked with did update the instructions for the boots to be reshipped to you but when the package came back, it seems that the returns team mistakenly refunded the item instead of reshipping it, as they were instructed to do. You were given a refund for the cost of the shoes back to your credit card. I've ensured that the remaining amount for taxes and shipping were refunded to you in the amount of $25.90. That refund should post to the credit card used for the order within 3 to 5 business days. I was also told that the supervisor you're working with has provided some courtesies to your account to try and make up for this unfortunate error on our end. I've also ensured you've been added to the top of the wait list for this item should it become available again.

I'm sorry for the inconvenience this error has caused. Please let me know if I can assist you with anything further. Thanks so much for being a part of Ideel.

Best,
Jason Faria
Director, Customer Service