susanc2848

Susan C.

Canada

Contributor Level

Total Points
80

1 Review by Susan

1/22/22

I do not appreciate being gaslighted. Customer service would not escalate my concerns. My postoffice is very sure that they never arrived in Canada. I have spent multiple thousands with this company over Covid. No respect, no compassion, dead ends. After frustrated email after email where I asked for information to do an investigation they spun me in circles, spun various excuses, and finally when I said writing it was refused delivery was a Federal OFFENSE and I was going to launch an investigation with Canada Post, they could not come up with one document. My beautiful Christmas presents never came. The fibs they continue to tell are telling. I just got my credit but only after 15 emails begging info and my time is worth money too by the way. I still cannot get any documentation to prove they ever sent me anything but I was told it was on the way so many times in emails. My postal worker was willing to help me escalate it because it never came to my door, or my box, or my post office. Everything is recorded. THEY INSIST THEY TRIED TO DELIVER TO MY DOOR. IMPOSSIBLE. I PAY DUTY SO IT CAN ONLY GO TO. MY POSTOFFICE. SOOOOOO MANY LIES. SHAME ON THEM. I think they should have compensated me, sent me my order for free, apologized officially but all I got were various fake names and boilerroom could care less read off a card words that NEVER ADDRESSED MY ACTUAL QUESTIONS. I am mortified that I gave them $9,000 in business for the last two years. Shame on this company. They don't deserve to be in business. BEWARE an organization that feels entitled to this lack of service when they held my money for months. I am not in the business of lending money... no I am not a bank. Disgusting behavior like this deserves a bad reputation. I hope they fold. I would buy from the UK but I have soooooo many VIP points. Too many. Oh and get this... a few days ago they sent me a $20 voucher so I would order again. But not information as to how to avoid this fiasco in the future. Believe me, I want to order so many things. I do love the products.

This is the kind of email I could not get answers to:]

"This makes no sense. Look at this info. Nobody sends back a package after
One attempt at delivery. There was no papers left. My postoffice would not
Send a package back without inviting me to pick up anyways. I have to pay
Duty so they are ALWAYS picked up and I get several documents with an
Address and plenty of time to pick up.
Will this be reshipped or will you be giving me a full credit? I paid for
My order in good faith.

Can you understand my frustration?

I need to discuss with a high level supervisor. Please!"

Never gave me any answers
No documentation to prove their claim that it was an attempted delivery
A slap in the face - here is a voucher so you can order some more clothes that will never come for $500.

I THINK THEY SHOULD HAVE RESENT MY WHOLE ORDER FOR FREE
LOOK AT MY HISTORY WITH THEM.

I AM IN BUSINESS AND I WOULD NEVER DREAM OF TREATING A CLIENT THIS WAY AFTER SO MUCH MONEY WAS SPENT BY THEM. WHAT KIND OF PEOPLE ARE RUNNING THIS CHAOS?

I also find it strange that the screen shots I ALWAYS take of my orders are now altered online with many "partially refunded" notations placed in orders that it never happened on. Luckily I screen shot every single order as I made it and I have bank statements well organized.

When I asked to speak to their fraud department they said they did not have one.

Oh my!

Tip for consumers:
Beware claims. they delivered or you refused delivery when it never even entered your Canadian Postal System. There is no customer service, no escalation process and no fraud department when you request an investigation. You are at their whim. I actually had to send 15 polite emails while they gaslighted me, involve my postal worker and finally explain it's a Federal Offence to lie about our postal service. I still want to know what happened but they stonewalled me and ghosted me. uncompensated

Products used:
Clothing Shoes luggage house goods etc.

Service
Value
Shipping
Returns
Quality

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