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Red Envelope Inc Complaint - never processed order
Red Envelope Inc Complaint

Red Envelope Inc Complaint

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never processed order


I ordered a ring for my wife on December 4th and received a confirmation that the ring would be delivered no later than December 17th. I contacted the company by email at 9:00 am on December 20th, as the ring had not yet arrived. I received an email an hour later telling me a representative would be contacting me. By 4:00 pm I had still not been contacted, so I called them. The representative had no record of me emailing them and told me that for some reason the original order was never processed, even though I had an order number and confirmation. She told me she wasn’t sure why it happened, but the best they could do is try to process it again, but I wouldn’t get until December 29th. When I told her its my wife’s Christmas present, she said it was the best she could do, but someone would contact me and that maybe they could get it out faster. I waited for a call but never received one, so at 10:30 pm I called them once again to find out what was going on. To my surprise the representative told me there were no notes on my order, so she could not tell that I had ever talked to anyone about a problem with the order. So I started from scratch and told her the problem, she too wasn’t sure what the problem was, but the best she could do was get me the ring by December 31st. At this point I told her fine, just get me the ring. There was a problem though, she wasn’t sure if the order she put through worked either. Her suggestion to me was to call back in a couple of days to see if the order went through, which was unbelievable to me. She also said I should get another confirmation email, which I never did, and that a representative would be calling me to discuss possible compensation, but that hasn’t happened yet either. So here’s where we stand, I’m still not sure if the order has been processed, no one has called me yet, and my wife has no Christmas present.


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Comments


brandiee says: (7 years ago)
 0
Wow - similar situation happened to me. I will never shop at Red Envelope again.

I placed an order on December 8th, 2010, 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, 2010.

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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