Usacomplaints.com » Shops, Products, Services » Complaint / Review: Furoutlet - Errors during the order process, lied about when the coat was shipped and used a method of shipping which meant the coat is still in transit and did not arrive when promised. #258402

Complaint / Review
Furoutlet
Errors during the order process, lied about when the coat was shipped and used a method of shipping which meant the coat is still in transit and did not arrive when promised

On Saturday 24th of November, I ordered and paid for a fake fur coat because the web site was unclear I telephoned Furoutlet and spoke with Telly, he answered my queries about order process and then confirmed that if I placed my order that day they could ship the coat for delivery in time for my forthcoming trip to Latvia on 5th of December. Telly said he would specify delivery needed by Saturday 30th of December to ensure it was there in time for my trip. I was really pleased that I had found the perfect coat and they could delivery within the deadline and so I placed my order.

On Monday 26 of November I had not received any email confirmation of my order and several emails were unanswered so I phoned again, I was told the delay was because I had not included my measurements in the order - I had put them in the comments box of website order form. I gave them over the phone to Telly and again checked for delivery by 4th of November at the latest, again I was told this would not be a problem - I emphasised that I would pay extra shipping to ensure delivery before my trip and asked Telly to get someone to let me know what extra shipping charges would be.

Wednesday 28th of November I still had not received shipping notification so I emailed and phoned, I spoke with a woman who told me the reason my order had not been shipped was because I had not paid the $75 dollars shipping charge (The coat cost $149 dollars) I explained I had not been told how much the shiping charge was, I checked how to pay and made an immediate payment, I emailed Furoutlet to confirm payment had been made and sent a copy of payment confirmation

Thursday 29th of November - still no shipping notification, I emailed and got no response so telephoned again, spoke with Telly who said the woman I spoke to on Wednesday told him I had cancelled my order because the shipping costs were too high - this was simply not true as I had already paid the shipping costs. Telly then said the reason for the delay was because my credit card address and shipping address were different and they had to match. I said they did match and checked this whilst on the phone, Telly then said that he had mixed me up with other customers and that the coat had been shipped on 29th

On Monday 1st of December the date the coat should have arrived I received a shipping notification from Furoutlet advising that the coat had been shipped on Saturday 30th of November (not 29th as previously stated) Ironically this was the date I was told it would be delivered. I was also told I could track order via USPS

On Monday evening I was able to track order on the USPS website it confirmed that the package had been collected from Furoutlet on 30th November at 4.44 (US time) and had been shipped from Newark at 10.10 p. M on the 30th - I have repeatedly tracked the order and there is no new information. The UK carrier 'Parcel Force' say that they have not yet received the coat (it is not yet in the UK or has arrived but is awaiting receipt scanning) It turns out that I paid $75 for an International Mail Express service which offers International delivery within 3 - 5 working postal days, there is no guarantee of on time delivery and no compensation for late delivery. I am stunned that anyone at Furoutlet could have thought on Saturday the 30th when they shipped the coat that the mail service they used would meet my request for delivery by Tuesday 4th of December.

I was repeatedly resassured that the coat would arrive on Saturyday 30th (it had not even been shipped by then) and the that date was eventually revised to Monday 3rd December or at the latest Tuesday 4th of December. Given that I did not want to miss the delivery I took 2 days off work and missed an important meeting (all for nothing) The coat has not arrived in time for my trip.

Telly was cheerful and helpful throughout this process but did not return my call today (4th Dec) and whilst I do understand that Furoutlet has little control over customs or the delays caused by carrier inefficiency, they do have control over telling the truth to customers, being honest about delivery limitations, shipping things when agreed, working as a team to ensure promises made by one member of staff are supported by others in the supply chain process and perhaps most importantly choosing the most appropriate delivery methods.

This is so very disappointing not least because I did everything I could to ensure the coat arrived by the 4th and even offered to pay whatever it took to make that happen, I could have accepted an assertive and honest "no it is not possible" but feel my order was taken under false pretenses and that I have been repeatedly misled and treated very badly _ wish I had never heard of Furoutlet and will not use them again.

I am now off to Latvia wondering when and if the coat will arrive and what it will be like?

Amanda
Darlington
Europe


Offender: Furoutlet

Country: USA   State: New Jersey   City: Weehawken
Address: 353 Park Avenue
Phone: 2013482889

Category: Shops, Products, Services

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