David D.
Feature refuses to answer a question about a product before a purchase
All of the reviews on Feature that I saw today involve experiences with purchases. My current experience involves asking about a product before purchasing it. During the Feature sale almost two weeks ago I was surprised to find one size of a product out of stock everywhere else for the last seven years or so. But everyone that I asked at the Feature stores said that I had to ask my question through its on-line request system because the product was not available at any of the stores. All I ever received after making the request was acknowledgement of receipt. No ticket number, no contact, no answer, nothing, and asking whatever became of the request also resulted in nothing. I pleaded at the stores for a customer service phone number, which I finally dragged out of one representative. Alas, no one is ever available at that phone number outside of Monday through Friday business hours, and almost never even then. The only person I ever reached at that number indicated that the only way I could get my question answered was for someone at the warehouse to locate the item and reply. However, no one at the warehouse ever responded. Today is another sale, and still no one will answer my question. The only response I ever get is that I should be patient - for how long? - and if I'm not satisfied with the item that I can return it, but the fine print says that I would have to pay to ship the item back, with the shipping charges deducted from the store credit, the only recompense available. Likely I wouldn't be afforded the sale price if anyone at the warehouse would ever get back to me. And forget about trying to reach any actual company management. Summary: Feature causes problems, refuses to take responsibility for the problems, and won't make any allowance for those problems. Need I say more? Update: recently I finally did receive a response, but it said that the item is no longer available. Big help. The response was too late upon which to act.