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I ordered Sofia Vergara's No Pain No Cake tank top back in November 2016 and I am based in Hong Kong. It was scheduled to be shipped on December 1,2016.
I reached out to Represent.com's customer service on December 22,2016 for the first time. They replied that the parcel won't be able to be tracked once it arrives in Hong Kong, that I should contact my local post office and usually international orders take 3-8 weeks to arrive. I called UPS, UPS said that have delivered my parcel to USPS on December 6,2016. I called USPS, USPS said since there is no tracking, they are not sure whether USPS mailed it out or not. ARE YOU KIDDING ME!?!?!? I went to my local post office in Hong Kong; they told me the parcel NEVER arrived in Hong Kong.
So I waited 8 weeks, AS THEY PROMISED ON THEIR WEBSITE AND IN THEIR EMAIL. I reached out to Represent.com again on January 23,2017. I gave my phone number to Represent.com. I asked them, several times, to call me to directly discuss this. I was hoping that a few minutes on the phone can solve the problem. It is much more efficient than exchanging one email per day since there is time difference between U.S. and Hong Kong.
The customer service guy never called. I wonder if they are just a bunch of guys working from home and can't afford interntaional calls. I then offered that they could call me via WhatsApp call. Still, no one called.
To be fair, I am a resonable person. I did not ask Represent.com to give me their number. I explained to them that even if they call, it won't show on my phone because it will just say it is an international number or simply shows "NO CALLER ID". Still, no one called.
The customer service guy replied that they can re-ship my order but still without tracking. I wonder if is their pretense. They offer re-shipping and every time it is without tracking, so they can simply tell me the parcel went missing and I will never received it.
I really want the tank top to arrive.
The issue is still pending now.
I wonder if they can give me a satisfying answer any time soon.
If any of you know their phone number, could you please provide it to me? Many thanks!
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Ordered £400 worth of stuff and kept 3 items totalling £140. However they are trying to charge me...
Hi Serena,
Thank you for your comment also here at SiteJabber! First of all I’m sorry that your order got lost in the mail and that you just don’t have it yet, even though you ordered it already a while ago. I can imagine that this is very frustrating. Despite of all this I’m glad that my colleague was able to offer you a full refund or a re-print at no additional costs and I’m happy to confirm that at this point your order is being re-printed according to your preference and will be sent out to your address very soon!
With the tracking to Hong Kong, it’s a bit tricky. It does usually work, but just not in all cases, so we unfortunately can’t guarantee it. However please be reassured that we have a good experience with sending our products to Hong Kong in general, so I’m sure that your second package will be delivered just fine.
I was looking more closely into your shippment and I can see that it got lost just at the point when UPS has transfered it to USPS, who were supposed to ensure the international delivery. Again, I’m very sorry that that has happend!
My colleague has also sent you our support phone number in his last email, so please feel free to get in touch if you have any follow-up questions. The phone is picked up by my colleagues from the customer support team based in our office in LA (so please just mind the time difference). We’ll be also happy to get in touch with you through our social media anytime!
I hope you will be receiving your order soon, but if there are any problems, we’ll be of course happy to look into it for you again...:)
Best,
Robert