HalloweenExpress.com
Queja 122397 Detalles
- Fecha cuando ocurrió 06/06/2014
- Daños Reportados: $56.00
The complaint is against an online dating profile
The complaint is a listing fraud posted on public forums or sites against an anonymous entity
The complaint is mobile text spam or smishing related against an anonymous entity
The company or person contact no longer exists
International boundaries
If I could give this place negative 10 stars, I would! I ordered a costume for a bachelorette party, but a few minutes later, I found the same costume online for much cheaper. Since they have a guaranteed refund policy, I figured I'd just email them to cancel my order so I can get a full refund. I wanted to save them the trouble of having to ship the item to me. The customer service rep I chatted with, DEB, was so incredibly rude and basically said that the item I ordered was about to be shipped so they would not issue me the refund. I asked if there was any way she can intervene since technically it has not been shipped yet, but she didn't want to lift a finger. In fact, she became more irate and rude as I kept trying to ask her to help me. She said I literally have to receive the item, then send it right back for the refund, which means I now have to spend more money sending the item back to them! Not only is it extremely wasteful on an environmental standpoint, but it makes absolutely no business sense!!! Ridiculous! DEB, I'm surprised your pea sized brain allows you to hold down a job, let alone one that requires decent customer service. BEWARE OF THIS WEBSITE! DO NOT ORDER HERE!
- Avill SBID #93cc1c8b85
- Publicado 06/06/2014
Comentarios
- Shannahex SBID #7350d06542
- Publicado 06/07/2014
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Hello Aylene,
My name is Shanna and I'm the call center at Halloweenexpress.com. We take complaints like this very seriously because we pride ourselves in offering the best customer service in addition to the largest selection of merchandise, competitive prices and fast shipping. I pulled your email and live chat records of which there is no mention of a lower price. You requested to cancel your order and were informed that as stated on our website, once an order has been submitted we cannot cancel, add to, alter, or change the order in any way. Orders on our website are automatically processed and transferred to our warehouse for picking, packing and shipping within seconds of when you click on the "Confirm Order" button and your payment has been approved. Attempting to find an order once it has been printed at our distribution center (which is the size of a small city) would require that we halt the processing of all orders submitted during that time period thus unnecessarily delaying all orders - and negatively impacting other customers. For this reason we have a strict no changes, no cancellations policy and we do everything we can to alert customers of this policy before they submit their order. To see a sample order confirmation page please click here:
http://www.halloweenexpress.com/sample-order-confirmation.php You can however return the item for a refund after you've received it.
In order to offer same day shipping and not cause an issue for other customers we do need to adhere to the policies in which you read and agreed to; however, we do offer a price guarantee. If you would like to let us know where you found your item cheaper we would be happy to refund any qualifying price guarantee requests. We have sent you an email and more information can be found here: http://www.halloweenexpress.com/price-guarantee.php
Please feel free to contact me directly if you have any additional questions. (859) 282 - 5520
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- Avill SBID #93cc1c8b85
- Publicado 06/11/2014
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Shanna,
I appreciate that you have taken the appropriate steps to address my complaint. I am impressed that you took the liberty to pull up the record of my live chat with "DEB." You are correct. I did not mention the reason for my wanting to cancel my order. But please correct me if I'm wrong, but I do believe that the responsibility of figuring out the reason for the cancellation should fall on the customer service representative. I, as the consumer, should not have to volunteer that information without being asked first. Ultimately, part of the customer service rep's job is to find a way to keep the consumer happy, not irritated. Unfortunately, that's exactly what happened. Not only was "DEB" extremely arrogant and rude in her responses, but more importantly, I was never once asked why I wanted a refund on the item. Perhaps you should instruct your customer service reps to work a little harder at their jobs in order to better serve their customers. I guarantee you that if I had been informed of your 110% price guarantee during that live chat with "DEB," I would've chosen that option.
Having said that, I would like to take advantage of your price guarantee, despite the sub par service I've received from "DEB." The main reason for this isn't because your company is better than your competitor, but because my item is already on its way, and I would hate to spend/waste any more valuable time, energy, and resources in having to ship the item back to you only to order it from a different store. I have replied to the email that was sent to me with the corresponding information.
Thanks,
Aylene
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