I guess I have been blessed in my experiences on the internet. I have never had a problem that went completely unresolved before. Sure, I have had problems on occasion with shipping and whatnot, but every single time before this the company busted their tuckus to make it right.
Doxy is different. The website is very nice, I like their merchandise, and the prices are comparable to other sites I have looked at. What drew me in was the selection and the apparent professionalism of the site. I was able to find things here that I couldn't elsewhere.
I spent a great deal of time this holiday season shopping for just the right things as a surprise for my husband. I went to numerous web sites, physical stores and print catalogs. I settled on Doxy as the only place that really had what I was looking for at a reasonable price. I was very careful to select only things that were listed as "IN STOCK" so there wouldn't be any delay in shipping. I ordered on the 4th of December so there would be plenty of time for a package to reach me in the holiday rush.
The first flag came up in their somewhat byzantine payment arrangements. I really should have known then, but they were using a reputable company (Google) to take their payments so I took a measure of comfort from that. I paid my order the next day as instructed and set about watching the mail eagerly. I also should have been warned by the invoice they emailed me confirming the shipment, it listed a post office tracking number for three out of the four things I ordered. I didn't worry too much because I had seen that sort of thing before and I had faith that these people make their living selling things like this so everything would be ok.
On the 9th of December (a Saturday), only 5 days after I ordered everything, the package arrived. I opened it right away and checked everything out. Right away I noticed that one of the two major items (two big items, two accessories to go with them) was missing. I checked my email and there was no notice from them saying that shipping would be delayed, nothing in the invoice (other than the MIA tracking number) to indicate that I wasn't being shipped everything I ordered.
Naturally I emailed right away to ask why there was something missing. During the holidays I totally understand that places like this must get very busy and it would be easy to have a shortfall on something and have it back ordered. What I really wanted from them was just a note to say "Sorry, we were out of that, it's backordered. Would you like to wait or get a refund?" Really that's all I still want.
Since it was Saturday I waited until the following Wednesday to email again repeating my request for information. Thus it all began. It is now closing in on two months since I initially began emailing and I have yet to get a reply from them in any form other than a new flyer for their latest merchandise. I repeatedly emailed them over the next three weeks and never got a response. I finally contacted google checkouts and tried to go through them. As far as I can tell they were totally unable to get ahold of anyone at Doxy either.
*Let me make this super clear, Google was great through all of this. They responded to my email and were trying to contact Doxy on my behalf.*
I contacted my credit card company in the hopes that there was some sort of phone number they might have, no luck. They suggested waiting until 30 days elapsed so I waited and continued emailing. At the 30 day mark I printed out all my emails on the subject, put them in an envelope with a letter of explanation and sent it registered mail to the PO Box listed on the site. That was almost a month ago now and that letter has yet to be delivered.
I finally started the chargeback procedure with my credit card company. I am only hoping that if enough people do this they might be convinced to straighten up and start paying attention to their customers. I am completely reasonable, I understand that things happen and orders get lost and mistakes are made. I am willing to work with a merchant to solve any problems, *especially* a small business. I'd much rather buy from someone like Doxy (though most decidedly *not* them in particular anymore) than from Victoria's Secret. I prefer to support small business whenever possible. But I need some sort of communication. I need an email that says "Sorry, there was a problem, here let me fix it."
I am not trying to get an extra set of items for free, I just want the one I paid for that I never got. (which has, incidentally, gone *off* sale and is now twice the price) I *liked* that item, that is why I ordered it.
So, Jennifer Lutke of Kalamazoo MI, are you going to shape up and fix some of these? All you need to do to get me back on your side is to answer your email and talk to your paying customers. Perhaps you should also have a PO box for your business that is in the same end of the country as the address you list with your domain registration too. Maybe you should also have a contact email for that domain that is also a working domain.
A simple "Whois" of doxylingerie.com...
Domain Name... Doxylingerie.com
Creation Date... 12-12
Registration Date... 12-12
Expiry Date... 12-12
Organisation Name... Jennifer Lutke
Organisation Address. 919 Jenks Blvd
Organisation Address.
Organisation Address. Kalamazoo
Organisation Address. 49006
Organisation Address. MI
Organisation Address. UNITED STATES
Admin Name... Jennifer Lutke
Admin Address... 919 Jenks Blvd
Admin Address...
Admin Address... Kalamazoo
Admin Address... 49006
Admin Address... MI
Admin Address... UNITED STATES
Admin Email... [email protected]
Admin Phone... 1.2692769196
Admin Fax...
Tech Name... YahooDomains TechContact
Tech Address... 701 First Ave.
Tech Address...
Tech Address... Sunnyvale
Tech Address... 94089
Tech Address... ca
Tech Address... UNITED STATES
Tech Email... Domain. [email protected]
Tech Phone... 1.6198813096
Tech Fax...
Name Server... Yns1. Yahoo.com
Name Server... Yns2. Yahoo.com
However... When doing a "Whois" on jennsjammies.com (the contact email listed for the admin of doxy)...
[Querying whois.internic.net]
[Redirected to whois. Godaddy.com]
[Querying whois. Godaddy.com]
[whois. Godaddy.com]
No match for "jennsjammies.com" in the registrar database.
There you go. It is impossible to email her because the contact email goes to a domain that no longer exists.
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