Warning: Long ranting entry ahead.
I recently had an appalling experience with an online clothing retailer and it riled me up enough to blog about it so here goes.
Note: What you see in this entry are screen-shot from actual email exchanges. The only thing that I edited was my real name and in its place, “miss ene” is used.
28 May 2015
I purchased 3 items of clothing from Saturday Club, an online clothing shop. I just tried to look for the “About Us” button on their website but couldn’t find it. According to their Facebook page, they were founded in December 2012 and this is what they say about themselves:
“SaturdayClub started with the intention of dressing young people who are engaged with their culture.To meet their needs, SaturdayClub takes the latest global trends, mixing them with street influences and reworks them into comfortable and easy to wear garments.
We are a vertically-intergrated company comprise of ; A fashion-forward design workshop, A industry-standard manufacturing factory and deliver 365 days a year.”
It has been actively promoting itself on Facebook so you may have seen the ads as well. I am now confused if they are SaturdayClub (as seen on their Facebook page) or Saturday Club (with a space in-between, as seen on their website).
I cannot remember when I received the items but upon receipt, all the items fit nicely and I was very pleased with my purchases. I did not wear them immediately but only did so in the middle of June.
This is where the drama started.
22 June 2015
I wore the Kate Dress to work on a Monday when my colleague informed me that the back zip has broken apart. Sheesh. I was glad that I had a cardigan with me so I did not have to rush home to change out of the dress.
Immediately, I went to their website to fill in their “Contact Us” page.
23 June 2015
The next day, I received an email reply to send in a photo of the ‘defective part’.
On the same day, I replied with the picture as per their request.
And then it all goes quiet. I twiddle my thumbs and wait….Because you know, I completely understand that sales are amazing and they may not have time to handle post-purchase feedback like mine.
I give them 2 days to send a quick “Noted with thanks” but nada. I decide to send them another email because maybe, my email got lost in cyberspace.
Or they just don’t give a shit.
25 June 2015
26 June 2015
I decide to speed things up a little by posting on their Facebook page:
A couple of hours later, I receive this reply to my Facebook posting – this is completely unedited:
Please accept our sincere apologise for the lack of response. As we usually need to check with our QC team for defect to provide a better advice, thats why it might take 2-3 days for the reply. We will check the status & get back to you by tomorrow morning. Please check email for the upda
Once again, we apologise for keep you waiting.
For the record, I just checked back on their Facebook page and voila! My post has been conveniently deleted! Apparently, only positive, happy shiny messages remain on the page. Massive PR FAIL, people.
27 June 2015
Oh joy! I finally hear back from Agent 3. Notice how from start till now, I have no idea who I am corresponding with?
A side note to all who is in the customer service industry: Your customer would like to know who they are communicating with. Signing off with “The XX Team” is not going to cut it. There is no accountability and reeks of passing-the-buck where no one takes ownership, especially when something goes wrong.
So yes, back to Agent3’s reply. So apparently, I was supposed to know that they were ‘checking with their QC team’. Why did they not tell me this in my first email enquiry? I am not unreasonable. I completely understand that investigations take time and I can wait. But to tell me FOUR days after that they are ‘checking’, and after numerous emails from me? I think that is not quite acceptable.
And I reply:
2 hours later, I hear back:
Ah. So now, I have to send back the dress and will receive a credit code after they “receive and check my item”. Wow, just wow.
miss ene writes back, again. I am starting to amaze myself with my patience over a $49 dress.
Agent 5 reply (secret agents at work, yo), and to their credit, apologise again:
Another note to readers in customer service line: Please, for the love of all good things, spell properly and get your grammar checked.
The weekend comes and I understand everyone needs a rest so I sit back, twiddle my thumbs and wait.
On Monday morning, I receive this long reply. Read it. It will make you laugh, I PROMISE.
29 June 2015
As you can clearly see, the amount of correspondence of a FORTY-NINE DOLLAR dress is getting a tad ridiculous. I decided, once and for all, to end the saga. NEVER MIND THE DRESS. REALLY.
You’d think that it would end there, right?
No. It gets better.
A couple of hours later, I receive another email:
My favourite line of them all: “Please return the defective item, and we will proceed sending you an envelope to return“.
For the record, I did not respond because honestly, I have no more words left.
Thank you for taking the time to read through this long entry. Please feel free to alert your friends who may be so inclined to shop at Saturday Club because it is obvious that this is a company that doesn’t give a s*** about after-sales service. As a friend wisely puts it, they probably have far too many customers/sales to give 2 hoots about losing one.
Someone might wanna give them a little nudge to remind them that there are about, oh, I don’t know, 25, 550 other online retailers out there on the world wide web whom, amongst them, do give a s*** about their customers.