Rachel M.

Quite simply the worst customer service I have encountered in the 21st century from a major retailer. I had to call once and use the online chat option twice to finalize the return of an item, all after following their online instructions step-by-step. The phone call took 20 minutes (at the end of which the company representative confirmed a change that subsequently did not take place), and the two chats took one hour. The confusion was that I was given store credit instead of a refund when returning an item, since my name was written differently on the card used for purchase and on the mailing address for delivery. When I explained the issue to the customer service agents (i. E. one was my legal name, and one was my nickname), they didn't seem to understand, and language skills appeared to be part of the issue. I was continuously told that they were "reviewing notes" (the last agent with whom I chatted claimed to be reviewing notes five or six separate times). One agent even terminated a chat with me before we were finished. AVOID, AVOID, AVOID -- of course, unless you enjoy spending two hours returning a pair of boots.