I cannot believe the nightmare of a time I have had with this company. This has to be one of the most incompetent morons I have ever encountered.
Back in September, I was looking to try a new brand of mineral makeup, I found several companies that offered inexpensive trial sets. I went ahead and ordered them. I got one in less than a week. The other was backed up and said it may take several weeks to ship. I was fine with waiting.
That was Sept 27. On October 25, I got an email stating that my order would be shipped soon. On November 12, I got an email asking that I email them when I got it, and then saying that it could take up to 14 business days for delivery.
I let it sit for a while, thinking that the holidays might be slowing down the mail. Then on December 12, I emailed to ask about it. The person who runs the site, Jennifer, emailed me back saying that she would look into it. Then she wrote back asking if she had the correct address. I said she did, and she again said she would look into it. Then she wrote back asking for my confirmation email, which I sent. Then, on January 16, she sent me an email saying "It's on it's way!"
So, I am keeping an eye out for it when yesterday I get an email stating that she has contacted USPS and it was delivered in October. I called USPS and had them look up the tracking (I had tried before but nothing would come up). When I called they said that it absolutely had NOT been delivered, that it had never gone out. They basically said there was a glitch in the system and it was sitting in some unknown post office.
I emailed Jennifer explaining that I was very dissapointed in how things were handled. The series of emails that has followed is so absurd I cannot even begin to express. She accused me of blaming her for someone stealing my mail, she (very patronizingly) told me that I didn't know how the Post Office worked, she alternately told me that USPS does not provide tracking and that I should have looked up the tracking information myself. Oh. And all of this with random capitolization and "lol."
I have always maintained a professional tone with her, yet she has been entirely unprofessional. I really would have become a loyal customer if the product was good, and would have recommended many people to them. It is sad how one person's immature and uprofessional handling of the situation has destroyed that. Here are all the emails that were sent and received after she emailed me saying that the package had been delivered.
Hi,
I never got it... So it looks like I will never get to try this. I am disappointed by how long it took to get this response and also by the fact that I may as well have thrown the money out the window.
Best,
Casey
Good afternoon Casey,
How long it took to get what response? You never told me you didnt get your order, when you told me last week, i contacted the po and they contacted the consumer affairs department. I had to wait for them to answer me, and i emailed you stating this the day you emailed me. Im a little confused as to why you are angry with me when it shows delivered? You are saying it is my fault that you didnt get the order that shows delivered? I just do not understand why you are blaming me for someone else stealing your mail? I also dont understand why you are saying "how long it took to get a response", I emailed you immediately, then emailed you again stating I was waiting on a response from Donna at consumer affairs.
Thank you!
Jennifer
Hi Jennifer,
I got my order confirmation on Sept 27th of last year. I understood that there was a backup in your orders and that it would actually be some time until I got the sample. On October 24th I got word that the sample would be shipped soon. Then I got an email on the 25th stating that it had shipped. Then I got an email on November 10th while I was waiting for the package asking me to email when I got the package and stating that I should wait at least 14 business days for it to arrive. On December 12, I wrote back stating I had not received it. Then you emailed me confirming my address. Then I heard back from you that you were looking into it. Then I got an email asking for the shipping confirmation, which I sent. Then I got an email stating that the order was "on it's way." (January 16). I have been keeping an eye out for it, and then, today, I get the email stating that the package was delivered.
Additionally frustrating is that when I contacted the post office in regards to this, they informed me that it was NOT delivered. Apparently, there was some problem and it never went out for delivery. It is sitting in some post office somewhere and they are working now to locate it for me. I recognize that you cannot control the post office's error, but between the months that it will have taken me to get the sample and the fact that you provided me with incorrect information about it being delivered I don't feel this has been handled well at all.
If the problem (that the package is sitting in a post office somewhere) was identified when I first wrote about it not arriving in December, I would have been very satisfied because I could have dealt with it then. That it took over a month to tell me it was delivered (when it wasn't) is not acceptable.
Best,
Casey
Good morning Casey,
Lol I dont think you understand the way the post office works. The post office tracking, when something is delivered, always state the following "This item has arrived at the unit on this date and time". So whether it is sitting somewhere or not, it does not tell me that, the post office TOLD ME that it was delivered, i have no way of knowing if it is sitting somewhere, it tells me the same thing either way, this is a problem and a flaw with the POST OFFICE, not me. I also DID EMAIL YOU in response to all of your emails over the months and 1/2 of the time you ignored me, so i dont appreciate being told that it took me forever to respond to you, I RESPONDED EACH TIME and you just ignored me half of the time.
Thank you!
Jennifer
Jennifer,
You have a bit to learn about how business works. You had a chance to get a customer and now you have ensured that I will not only be a customer, but will encourage others not to buy from you. When I contacted the post office, they told me, and I quote "No, that item was not delivered. It never went out for delivery."
I use the USPS constantly, with tracking. The second I looked up that tracking ID you gave me I knew something wasn't right. It said "Delivered to Unit, " which is NOT what it usually says if an item has been delivered to someone's residence. This was confirmed the INSTANT I talked to the USPS.
Your telling me that I don't know how the post office works is the height of absurdity, and only further illustrates the unprofessional way that you have handled this entire situation.
You should take responsibility for the fact that you took far too long to address this issue. I never ignored your messages. I was usually just allowing time for the delivery I kept being assured was going to happen.
You were "looking into it" for over a month, then told me it was "on it's way, " then told me it was "delivered." That is terrible business and if you can't recognize that, I doubt you will be in business for long.
I guess this is what happens when one tries to give a smaller company a shot.
-Casey
P.S. As a word of advice, you should really use proper grammar and capitolization in any email associated with your company. Not doing so makes you sound like a high school student.
Good morning Casey,
PLEASE dont contact us again, you obviously DONT ship with usps because they do not OFFER TRACKING. If you know how to look it up yourself, WHY on earth did you not do this months ago yourself? Lol i said i called them and they stated that it was delivered. Maybe you should listen! I honestly dont care what you do honey! Just becuase we are a business we dont have to sit here and take attitude from customers. POST OFFICE DOESNT TRACK so you dont ship with the post office, stop making up stories!
Thank you!
Jennife
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