Jo G.
Customer support needs to learn de-escalation techniques
I have spent almost $2000 with these guys since I started shopping with them about a year ago. I recently placed an order for a $700 item, the item turned out to not fit me (as it in it physically did not fit my facial features). When I asked for a return not only was it declined but the customer service rep went on a rude, condescending diatribe about how they haven't heard of this before and I should think about the other customers and how it wouldn't be right for them to re-sell my now "used" goods to another customer, so on and so on, yada yada yada. Then suggested I sell the item on the second hand market. Literally accused me of being an inconsiderate liar for daring to ask for a return/exchange. I explained to him that I never suggested they simply resell the return to someone else, and explained that most retailers have restocking agreements with their suppliers and basically how dare he suggest I am inconsiderate for requesting a return. I then provided picture evidence of my initial complaints about the fitment of the product, the literally fresh out of the box condition of the product, and proof showing I had to sell it at a huge loss... I got no further response however. They also deleted my review of the product on their store, so add censorship to their list of crimes. These people are WORSE THAN BANGGOOD for customer service. Absolute bottom of the barrel customer service, rude, self righteous and frankly ignorant of how other businesses operate (and therefore ignorant of customer expectations). I was treated with utter contempt by this customer support rep and WILL NEVER DO BUSINESS WITH THEM AGAIN. Addendum: Heard back from them minutes after posting this review... they fake apologized while still blaming me for the situation. Unbelievable. Addendum 2: They suggested I was not telling the truth when I informed them I sold the product on ebay (per their recommendation) BEFORE they ever asked for pictures of the product. I am done with these people, worst customer service in the industry bar none... may even be worse than Banggood Addendum 3: They finally apologized and gave me a $75 refund... I didn't really care about the refund at this point, but the apology was appreciated. I will elevate this review to 3 stars and hopefully this will be a customer support lesson. Customers do not like being lectured or condescended, it doesn't generally end well.