On December 13 Satin N Lace received an order via the Internet. The payment was processed via my credit card. As of April 10, this order has not been received. The 2 items were intended to be Christmas gifts, which obviously never arrived in time for Christmas OR Valentines Day.
I have written Satin N Lace to request a satisfactory settlement for the lack or service, time and trouble required to shop for replacement gifts, etc.
Although their web site states your back order policy is, "We strive to ensure that your order will arrive within one to four weeks." Clearly this did not happen.
I did receive this email response from the owner, "Thank you for your note. I apologize for a slow response and any inconvenience. We have just completed our move into our new, expanded facility here in New Jersey. Set up here has taken much longer than we anticipated. We are almost complete. We are still waiting for Verizon to complete the installation of our DSL lines. Until March 18 we will only have one terminal functioning and email will be slow.
We will initiate a dedicated person for email correspondence before Month's end so that we can provide you with a new and outstanding level of service and communication. Additionally, our new computer system will help to speed orders and improve service.
We have been packing and shipping around the clock... 7 days per week to catch up on any delays in orders during our move. We anticipate all delayed orders to be out within the next 10 days. We're including a credit along with your order as a token of our appreciation. We most certainly do cherish your patronage and appreciate your understanding and patience. As a smaller family owned company changes and improvements sometimes take a little longer. We are working very hard however at improving our service to you. You are absolutely one of our most valued customers and we want to earn the right to become your favorite store."
Two months later, in a following email, this pile of garbage, "We had to completely reconstruct our entire company from square one after the Trade Center incident shut our neighborhood in New York down for several months. We were located 10 blocks from the World Trade Center on Orchard Street. Many of our records had no duplicates and the move and restructuring was a much larger undertaking than we anticipated. We are only now coming back up to speed and we are working 7 days, around the clock to catch up. I invite you to call me directly. I believe I can resolve your situation much faster via phone than by emails. My direct and private line is 908-245-6066. Likewise, I shall attempt to contact you by phone to resolve this matter as soon as is possible. I certainly value you as a customer. While we have most certainly dropped the ball on this order, I hope to re-earn your patronage again in the future.
PLEASE SPARE ME... Save your money and shop elsewhere...
Michael
Southfield, Michigan
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