Pamela A.
Where is my pink gift bag
I made a second purchase of the wig called in charge. I had it financed, so the promotional pink bag was not in there. So, I called them on Monday, I was told that she had submitted the request. and she was waiting for an answer, and she would call me back as soon as she had an answer for me, but that took her a good 15 min. I told her fine I would wait for her call. BUT! She never did call me back, so, I called them back, 5 days later on Friday, I told them again what had happened, and I requested my little pink promotional gift bag. And again I was put on hold for at least another 15 min. So she could figure out what to do about my gift bag. When she came back on the phone, she told me they had run out of the gift bags, but would be happy to send it in my next purchase. [I felt Julia Roberts in Pretty woman when she walked into a store to make a purchase and they just told her to leave.] Then she slipped up and said they had some, BUT. It cost $11 to send it to me, and they weren't going to do that. So, that precious $11 just cost them a customer, and any future sales. I hope the $11 was worth it. That is definitely bad business practice,
Response from Wigs.com – The Wig Experts™Oct 25, 2021
Hello Pamela, We are incredibly sorry to hear about your experience. We thank you for bringing this to our attention and greatly appreciate you taking the time today to speak with our Client Care Manager, Tanya. We never want any client to feel this way. We will use this as an opportunity to learn and train our team so this does not happen ever again to you or another client. We thank you for allowing us to make this right, as well as providing us with a teachable moment. We are currently shipping your gift with purchase out to you today along with an extra gift. We hope to provide you with only the best level of service going forward. Every client deserves to feel special and valued, because you are and we are extremely grateful that you have chosen us to shop with and serve your alternative hair needs. Warmest Regards, The Wig Experts