I placed an order on December 8th, and it shows my order as processed. Tracking information was provided to me, and my billing details were provided to UPS. Expected delivery date was December 20th.
I called yesterday to try to track my order and was told by a customer service rep that the item was stuck in the warehouse and that they would overnight ship it to me. I was asked to give Customer Service 24 hrs to respond to me.
I had to call back this AM, after the 24 hr window lapsed and no one had called me. I spoke with a new Red Envelope customer service rep and was told that my package definitely had not gone out, and it looked like the item was back ordered.
At that time, I requested to speak to a red envelope supervisor, and while I waited, I looked for the item I had purchased on their site - it was not anywhere to be found. My guess is that they didn't get a lot of orders for these and never actually ordered them, but also didn't have the courtesy to alert their customers to that.
I then spoke to a supervisor, who told me she could "understand how pissed" I am, but that nothing was going to happen before Christmas. It appears my item was never actually placed, despite getting an order confirmation and tracking details. She told me the customer service reps should have made assumptions - well that clearly does not help me now since it's Christmas eve and I have no present.
I asked that supervisor to send me an email telling me that my order was cancelled and I will not be billed, but that has also yet to arrive in my inbox.
Shoddy customer service all around, and apparently they do not have the proper inventory controls in place.
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