MM
Awful service / experience
Short version: almost two weeks of back and forth where I had to help point out issues / felt like it was on me to show what was going on. Ended with just cancelling the order. Would be highly concerned if I ever had to actually use the 'guarantee' based on the ordering experience. 4/8 - placed order 4/10 - fulfillment email w/ tracking 4/11 - tracking was not registered with UPS, I reached out to troubadour asking where it was 4/12 - support noted warehouse confirmed it was sent and told ME to reach out to UPS 4/13 - support confirmed it is right tracking ID / was sent 4/14-4/16 - had to also reach out on chat to prompt a response, got conflicting information because chat representative pulled the wrong order ID 4/17 - support confirmed tracking ID now works and that item was on the way 4/19 - after ANOTHER exchange of emails, support / warehouse now say package is actually lost and not sent at all, offering to reship with no discount or compensation 4/20 - requested refund instead, waiting on processing
Response from Troubadour GoodsApr 23, 2023
Thank you for your feedback. I'm sorry the shipping of your order was such a frustrating experience. We aim to have shipping times fall within the range of a customers preferred shipping method. Over the last several weeks, due to a fulfillment process upgrade, we have experienced delays longer than expected. To be transparent much of this upgrade involved moving locations and ironing out the new fulfillment flow. Thank you for detailing your experience. We have gone back to look closely at what happened here and we just want to share the details from our records. We were able to confirm that the UPS tracking ID provided was not functioning. We confirmed that the ID provided to you was the correct information within our system. We have limited insight on why the error may be displaying and our staff member was not saying that you needed to seek out answer on your own by merely suggested reaching to UPS as their visibility would be more detailed than ours. Even after escalating to our warehouse contact, our staff was reassured the ID was correct and noticed at that time UPS was displaying basic information for the ID. Our staff was fully aware of the frustration this was causing and continued to advocate for your order even after email responses ceased. Behind the scenes we are able to see they looped their direct manager and both the warehouse contact and their manager to understand what was going on when no movement was occurring with the tracking information. It wasn't until our staff escalated to all direct managers that the warehouse team was able to speak directly to UPS. Confirmation was provided that UPS did not scan in the received package and that we should consider it lost. Our staff communicated this information to you as soon as news was shared with our them. Normal protocol would involve a UPS investigation and replacement and refunds would be on hold until we receive closure/final update from UPS. Our support staff thought it best to either offer an immediate replacement or alternatively a refund due to the lapse of time since the order was placed. We apologize for this situation and our staff did everything in their power to track down the issues with your order. This is far from the experience we would want any of our customers to have to deal with. Again, I am sorry this was such a frustrating process.