Amanda B.
Sent us the wrong item TWICE, then stole our personal property
On 12/6, I placed an order for a stainless steel step trash can. When we received our order, it was a white can instead. I contacted customer service, and they placed another order for the original color we ordered. Later, we received the replacement order and it was again the wrong color (white). They place a third order. Now at this point, we are leaving town for Christmas, and I contacted customer service again, saying that we would need FedEx to pickup TWO trash cans BEFORE 4PM on 12/23. Customer service put in the FedEx pickup/call tag for that day, but they failed to put it in for both trash cans. They also failed to inform me (or perhaps isn’t aware - there’s an opportunity to educate your reps here) that with it being FedEx Ground, the window for pickup would be from 8AM to 8PM. I was home all day until we left town at about 5:30pm. They did not come before 4pm that day as requested, but we were also not going to put two expensive trash cans outside our door for anyone to take. The next day (Christmas Eve) we received a delivery outside our front door for a Christmas gift that had been delayed (two large boxes containing suitcases). Instead of verifying the contents of the boxes, FedEx stole our personal property thinking they were the trash cans for pickup. When we got back from being out of town (12/27), we went through the hassle of printing return labels and loading up our car with both giant trash cans and dropped them off at FedEx. We only found out that our luggage had been sent to Simple Human because they notified us that we sent them the incorrect item. Regardless of the outcome with FedEx, the point I’m trying to make here is that Simple Human is at fault for this entire ordeal. If they had sent us the correct trash can that we originally ordered the FIRST time, all of this would have been preventable. An apology simply doesn’t cut it, for all the time and money wasted from this situation. You’d think buying directly from SH would have guaranteed a smooth and luxurious process, but this is hands down the worst customer service experience I have ever had. I wouldn’t recommend SH to anyone, and I certainly won’t be buying liners or any other products from SH in the future. The quality of your service should match the quality of your products, and it simply just doesn’t stack up.