I had ordered an item through www.forever21.com. I received not only the wrong shoe but also a wrong siz of the shoe.
I reported the problem through customer care email. Since I had sent the email through http://www.forever21.com I cannot show the proof of the email as it was not saved in my Sent items.
I can, however, show the timeline which given below:
24 Jan - Ordered items on http://www.forever21.com
01 Feb - Received Package
03/04 Feb - emailed customer care from http://www.forever21.com telling I've received the wrong item
06 Feb - received email from [email protected] asking me to complete and send an Affidavit which was attached in the email
13 Feb - Sent completed Affidavit to [email protected]
17 Feb - received confirmation email from [email protected]
15 Mar - Since no action had been taken yet I resend the affidavit to [email protected]
16 Mar - received email from [email protected] which said that you were almost done with the investigation and the appropriate action will be taken at the earliest.
17 Mar - finally I receive email from [email protected] saying that I had not reported incorrect item in my email and so to get refund I have to send the wrong item within 30 days from shipment.
This is absolutely shoddy customer care behavior. As you can already see from the timeline that the 30 days limit has been crossed. If I had to resend the item why was I not told about that in the first correspondence. Why did they take such a long time in resolving the simple question?
I have been so far a very loyal customer of Forever21 but after this experience I really have to rethink if I want to remain a customer any more. I have a cart full of item saved in www.forever21.com which I did not order as I was waiting for this issue to get resolved. After this, I'm not sure if I want to give money to this company again.
My only request is to the company is that they should tell me there is an alternate way of getting my money back. I'm ready to ship the item as long as I get my money back.
Also please do not take a week to answer my email.
Thanks,
Sreeja
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