Christina K.
So annoyed that I have to take time out…
So annoyed that I have to take time out of my day to write about this, but I want to share my experience so others know what to expect when shopping with BHLDN. I ordered a dress via their website on 10/20. Their site states that orders are processed in 1-2 days. I received an email with tracking on 10/27. The tracking still doesn’t provide movement. This shipment obviously never left their warehouse. I reached out to. CS to see what the hold up was - as yesterday marked nine days that my item wasn’t shipped. The rep emailed me quickly stating that it takes 5-7 days to ship being that I selected standard shipping. Never acknowledged we were at ten days since the order was placed, which indicated to me that she failed to look up the order. I told her that it had been ten days, and we were beyond their promised time. I just needed the dress for this weekend - so if she could cancel it at this point so my money wasn’t tied up that would be great. She told me I couldn’t cancel because it shipped. Again, there has been no movement on the usps website for three days- please cancel. This went in circles so I wrote about it on their Facebook hoping for a resolution. Not a chance - as they repeated their shipping times to me (but added two days so now it’s a 7-10 day ship time). Again I asked to cancel as it is now the fourth day it hasn’t shipped. Again I was told I couldn’t cancel. I called and spoke to a CSR who couldn’t help and I then asked for a supervisor. I spoke with jolly Jeff. At this point I had to question if they value their customers. I was beyond frustrated as this process should have never happened. If it were back ordered or whatever the delay, a customer should be notified. Jeff the supervisor told me he couldn’t cancel and give me my money back because he couldn’t file a claim with usps yet. Ok and this is my problem why? I told him to figure it out on his end a send a new dress. He said they couldn’t but I could purchase another. He explained that they ship over 15,000 packages a day and it was the customers responsibility to track it as they do not have enough employees to monitor each order. Back and forth - until he “expedites my cancellation request” so I can be refunded. Thanks for your help Jeff, also thanks for trying to cut me off and explain that usps takes days to scan packages. BS - who’s liable for something that goes missing ? A federal entity like USPS surely covers their bases when picking up good. Try again. Well, now you have 14,999, and possibly less if people continue to have these experience. When in sales- you should never pass the buck onto the customer when something goes wrong on the businesses end. Also, you should offer alternatives if there are any issues. Most importantly, you should communicate if there are delays with an order immediately so you might accommodate the customer or they could take their business elsewhere. Why in the hell am I teaching your reps basic sales and customer service skills ? What a mess. Buyers beware. BHLDN