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problem with order
- Thread starter makaveli
- Start date
makaveli said:Hi Autopia,
I placed an order with you which i received yesterday.
I have a problem with the order and sent several emails, but no reply!
Is this normal?
You might want to post this in autopia's sponsored forum at the bottom of the forum list or give them a call.
BlackElantraGT
New member
Hey did you ever get a response?
I sent an email also about an order but so far haven't received any response yet. Mine was sent at the end of the week though, so for now I'm guessing it's because no one's there or they have a skeleton crew on the weekends. I'll have to wait and see.
I sent an email also about an order but so far haven't received any response yet. Mine was sent at the end of the week though, so for now I'm guessing it's because no one's there or they have a skeleton crew on the weekends. I'll have to wait and see.
BlackElantraGT
New member
I've yet to receive an email response. I have to say that I'm a bit disappointed by that. Looks like I'll have to give them a call when I get the chance.
Two days! What email address did you use?
There are multiple ways to reach us. We normally have an operator on LiveHelp 12 hours per day. Easy to reach us that way.
We have a toll-free line that let's you connect with us.
We have [email protected] that gets answered 95% same day.
db
There are multiple ways to reach us. We normally have an operator on LiveHelp 12 hours per day. Easy to reach us that way.
We have a toll-free line that let's you connect with us.
We have [email protected] that gets answered 95% same day.
db
BlackElantraGT
New member
I tried reaching via [email protected] because that was the email listed on the "Contact Us" page.
makaveli said:Hi Autopia,
I placed an order with you which i received yesterday.
I have a problem with the order and sent several emails, but no reply!
Is this normal?
Okay, now that I know who you are, Zak, I can respond.
Everyone of the emails you sent received a response. The first email was delayed because it hit our SPAM folder.
You complained that your package was completely ruined (because three bottles of product broke) and was missing multiple items. You mentioned that the order looked as thought it had been opened. It is not uncommon for Customs to open packages. If a package is damaged, the Post Office WILL open it. We ship more than a dozen packages a day to the UK. In the entire time we have shipped to the UK (5 years), we have only had three orders with leaking products. We have NEVER had an order (to my knowledge) with multiple items leaking.
As 100% of our orders since February 10th go through bar code scanning, it is not likely that an order could leave our facility with items missing. Since we started bar code scanning, we have had only one wrong shipment that we are aware of. It was due to having the wrong bar code applied to the product.
We asked that you please provide a picture of the damaged package for our insurance. You refused to assist and asked that we not only re-ship 100% of your order Including items like pads that could not possibly be ruined), but also provide you with free product worth an additional $40. This prompted us to reconstruct the order for shipping weight purposes to see if items could possibly be missing. The package we shipped to you was exactly the same weight.
Our end service response was to give you a 100% refund. Your refund was processed 4 business days after your first complaint email was received.
Customer service issues like this are rare, but they happen. We believe that we package shipments properly and take every possible precaution to avoid mistakes and damage. When mistake or damage happen, our customer care department takes care of it very quickly. When we receive complaints that cannot be substantiated, or when a customer asks for service that can reasonably be expected, our choice is to cut it off.
db
BlackElantraGT said:I tried reaching via [email protected] because that was the email listed on the "Contact Us" page.
Vathana, this forwards to the same email address. Lynn just looked and it seems that your email went to the SPAM folder also. Lynn will get back to you ASAP on the towel tag problem!
db
P.S., I see the B'Day coupon came in handy!
BigJimZ28 said:David thanks for sharing the facts so everyone can see what is going on:thx
and see that you did nothing wrong and took care of it a lot better than I would have
We're not without fault, by any means. My biggest concern today is understanding why so many of our customer emails are going to SPAM. This means that we ARE missing customer communications. No excuse.
My action will be to figure this out ASAP. I have been wanting a help desk system for a while and it looks like this is reason enough to put it in.
db