We ordered a prom dress for my daughter over a month ago and paid extra for it to be here by today 4/22/14. We have contacted the company by email and live chat and I have caught them lying about the process and to our surprise the dress has not been shipped and we do not know when we are getting it. I was told it was finished, but to our surprise when I asked for a tracking number it was not shipped and they will not tell me when it was going to be shipped. I have attached all correspondence.
Started: 22-Apr-2014 9:29:08 AM
Finished: 22-Apr-2014 10:01:17 AM
9:29:08 AM: * Welcome! Your request has been directed to our Service team. Please wait for an operator to answer your call.
9:29:11 AM: * Call accepted by operator LiveHelp. Currently in room: LiveHelp Team.
9:29:13 AM: LiveHelp: hi
9:29:25 AM: Guest: where is my daughters dress
9:30:08 AM: Guest: :**************889
9:30:49 AM: Guest: was to be delivered today
9:30:55 AM: Guest: shows not shipped
9:31:30 AM: LiveHelp: please check the confrimation
9:31:36 AM: LiveHelp: we have sent you
9:32:10 AM: Guest: on email
9:32:22 AM: Guest: it shows it is ijn processing
9:32:27 AM: Guest: in processing
9:32:54 AM: LiveHelp: okay
9:32:57 AM: LiveHelp: please hold on
9:36:26 AM: LiveHelp: As for the delivery date, please send email to *******@dreamprom.com
There will be special staff solve this issue， they will reply you within 24 hours.
9:36:57 AM: Guest: I did yesterday no answer ... where is my daughters dress
9:37:46 AM: LiveHelp: they will reply you within 24 hours
9:38:09 AM: Guest: what is the direct phone number there. and why can you not tell me where her dress is
9:39:02 AM: LiveHelp: i am checking
9:39:06 AM: LiveHelp: please hold on
9:40:40 AM: LiveHelp: 11th May
9:40:44 AM: LiveHelp: you can receive it
9:41:07 AM: Guest: no I paid for it to be here today what are you talking about may 11th
9:41:14 AM: Guest: it was to be here by today
9:42:33 AM: Guest: i have two confirmations that we were to receive it guaranteed
9:42:44 AM: LiveHelp: yes
9:42:44 AM: Guest: i have copies of all conversations.
9:44:03 AM: LiveHelp: sorry for the mistake
9:44:51 AM: Guest: no sorry will not do I will report to every high school in the country and the media what you have done.
9:44:52 AM: LiveHelp: your delivery date is 17th this month
9:45:11 AM: Guest: april
9:45:23 AM: Guest: it is april 22nd where is her dress
9:46:03 AM: LiveHelp: your dress has finished
9:46:13 AM: Guest: where is her dress
9:46:20 AM: LiveHelp: we got the info that you need wear the dress by 24th this month
9:46:52 AM: Guest: guaranteed to be delivered today I paid for it to be delivered today. has it been shipped
9:48:40 AM: LiveHelp: yes
9:48:51 AM: LiveHelp: we will email you the tracking info as soon as possible
9:48:55 AM: LiveHelp: i will urgent them
9:49:07 AM: Guest: i need the tracking number now.
9:49:24 AM: Guest: if you shipped it you should have it
9:49:47 AM: LiveHelp: it have not shipped yet
9:49:53 AM: Guest: why
9:50:23 AM: Guest: so she will not get it today or the 24th
9:51:10 AM: Guest: I paid for a service and you have default on the agreement
9:51:27 AM: Guest: are you sending it overnight
9:51:30 AM: LiveHelp: we knoew
9:51:32 AM: LiveHelp: yes
9:51:41 AM: LiveHelp: over night, and ship it by UPS
9:51:59 AM: Guest: will she recieve the dress by the 24th
9:52:10 AM: LiveHelp: Yes
9:52:22 AM: LiveHelp: let you receive it before 24th
9:53:27 AM: Guest: when are you shipping it overnigh
9:53:30 AM: Guest: overnight
9:53:36 AM: LiveHelp: asap
9:53:46 AM: Guest: when it that today tomorrow
9:53:47 AM: LiveHelp: i will contact our manager about this issue
9:53:55 AM: Guest: not acceptable
9:54:04 AM: Guest: when will it be sent overnight
9:54:09 AM: Guest: today or tomorrow
9:55:11 AM: LiveHelp: as soon as it past the quality inspection
9:55:22 AM: Guest: i have asked to talk to your manager before that is a joke , you do not answer your phone or get a manger to help ,
9:55:29 AM: Guest: when I want to know when
9:55:39 AM: Guest: today or tomorrow
9:59:16 AM: Guest: you told me that it was shipped then you changed it and wrote it has not been shipped. WHAT IS GOING ON !!!! I NEED ANSWERS NOW OR i AM CONTACTING OUR BANK AND NOTIFY THEM WITH ALL CORRESPONDENCE SHOWING YOUR INTENTIONS OF FRAUD.
9:59:27 AM: LiveHelp: as soon as it past the quality inspection
9:59:52 AM: Guest: I need to know now when is it going to be shipped today or tomorrow
10:00:42 AM: Guest: it order for her to have it by the 24 you have to send it today or tomorrow . when is it going to be shipped.
Started: 21-Apr-2014 7:40:37 PM
Finished: 21-Apr-2014 8:02:00 PM
7:40:37 PM: * Welcome! Your request has been directed to our Service team. Please wait for an operator to answer your call.
7:40:39 PM: * Call accepted by operator LiveHelp. Currently in room: LiveHelp Team.
7:40:41 PM: LiveHelp: hello
7:41:45 PM: Guest: hi, i need to check my order because i need it by the 24th and my order says it still processing
7:42:45 PM: LiveHelp: can you tell us your order number please ?
7:42:59 PM: Guest: **************889
7:43:43 PM: LiveHelp: a moment,pleasse
7:44:05 PM: LiveHelp: sorry for the delay
7:44:32 PM: LiveHelp: we will urge our tailors finish it asap and ship it to you
7:44:45 PM: LiveHelp: is 24th your exact date for this event?
7:44:58 PM: Guest: yes
7:45:39 PM: Guest: i paid extra just so i would have it in time
7:46:04 PM: LiveHelp: sorry about this delay,we will try our best to let you get in time
7:46:21 PM: LiveHelp: as for the rush fee,we will refund it to you
7:46:59 PM: Guest: no i need this by the 24 th no excuses
7:48:06 PM: Guest: i have a copy of my last conversation and was guaranteed it will be here by the 24th
7:49:29 PM: LiveHelp: okay
7:49:34 PM: LiveHelp: will try our best
7:50:08 PM: Guest: no try your best is not acceptable, will it be here or not
7:50:57 PM: Guest: i do not want to hear try our best
7:51:20 PM: Guest: transfer me over to your supervisor
7:54:42 PM: LiveHelp: sorry
7:54:50 PM: LiveHelp: they are not on duty until 2 hrs later
7:54:59 PM: LiveHelp: and our tailor are not on duty as well
7:55:08 PM: LiveHelp: if they are on duty,we can ask them about it
7:55:27 PM: Guest: what is the phone number directly to the shop
7:57:10 PM: LiveHelp: You can contact us at *******411, if the phone can not be accepted in time, please send mail to *******@dreamprom.com (response within 24 hours).
7:57:15 PM: LiveHelp: please call 2 hrs later
8:01:29 PM: Guest: you want us to call 2 hours from now.
8:01:43 PM: LiveHelp: Yes, please