Nancy
Terrible Customer Service Experience
I received a notification that my order had been delivered. I was home and went promptly to my porch to grab the shoes. They were not there. I waited knowing that sometimes a driver will mark delivered earlier than actual delivery. I waited, checking periodically. Clearly, the driver left the package on the wrong porch. I called Sperry's customer service line and was told they would open an “investigation” with the carrier to try to recover the package. I heard nothing after a few days - I contacted customer service again to see what was happening with my order. I was told I would have to wait a couple more days because of the investigation. I heard nothing and on the 4th day – I made the contact with customer service again. I was told that FedEx was unable to recover the package so a refund was processed the previous day and it would take 2-5 business days for me to see it in my account. No one had the courtesy to follow up with me. I do a lot of online shopping. I have only had one other package go missing. My experience with that company was vastly different. I called them and they immediately sent a replacement to me. I was not asked to wait while an investigation was conducted. I was not inconvenienced by the further delay in receiving the item I had ordered. They communicated well and I received excellent customer service. I am terribly disappointed in Sperry's customer service. I was continually told by the customer service dept that it was the carrier’s issue. How Sperry chooses to handle their customers is on them not the carrier. My issues have not been the lost package, which is of course on the carrier - my issues are with the lack of customer service. I would not order from them again.