I ordered a number of items from CharlotteRusse.com. I was told that the order would arrive in 3-5 business days. When two weeks passed and I had not received the order I called the customer service line to inquire. I was told that my order was 'left on the dock' and subsequently re-stocked in the warehouse. The customer service rep was very nice and apologetic. He explained that the original order had been refunded and that I would have to re-order everything. The catch? One of the items was now out of stock. He promised to make sure that I was not charged for that item as I would not receive it. He shipped the new order overnight at no additional cost to rectify the situation and insure that my items arrived in time for the holiday party that I planned to wear them to that weekend.
It took five days fo the new order to arrive. Too late for the party, and now three weeks after the date of original purchase. I no longer wanted the items, in fact I wanted a complete refund and an apology for the terrible service. I called customer service again and explained the situation.
Once again the rep was very apologetic and helpful. She told me that a return label would arrive in my email within the next day. While I had her on the phone, I checked my bank account and sure enough, I had been charged for the out of stock item. Twice! At this point I was beyond frustrated. The rep told me that she had no record of the transaction and that I would have to fax over a copy of my bank statement as proof. I did as requested and was told that the situation would be rectified.
A week has passed. I have not received the return label. My account has not been credited. I again called customer service. I was again greeted by a friendly and apologetic voice. I explained my situation and was promised again that a return label would be sent. I was also told that I would have to fax another copy of the bank statement because, once again, they have no record of the situation.
At this point I don't know if I'll ever get that return label or a credit to my account for the out of stock item. I placed this order over a month ago and am quite sure that I will still be dealing with these people a month from now. I will never again order anything from CharlotteRusse.com. Terrible terrible terrible service. Period.
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