Shipped wrong item twice; really weird!

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Shipped wrong item twice; really weird!

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Contributor: (Re)tired Stripper (Re)tired Stripper
Ok, before I signed up for EF at all, I ordered two items. One was correct, the other was the wrong item but similar.

I went through a lot of calling and support tickets. I had a few issues with customer service, because my order was sent out much much later than it stated it would be and then when I got the wrong item, I was told I'd have to wait to receive a shipping label (and when I finally got it ten days later in the mail--and I only live three states away!--it says I owe money on the new item because I'd used a code that I guess expired?).

Anyway, after a lot of talking back and forth about how I couldn't make it to the Post Office during business hours and the package was too large to fit in the overnight drop-off...they said I could keep the item and they'd send me the correct one AND refund my account.

So far it's been several days and I don't have any refund, and I received the new item already....and it's incorrect again! I am really sad and turned off.


I loved the EF community and the wonderful resources and people and articles and reviews and points. But I'm bummed because I don't want two items I didn't want in the first place, and I want the one I ordered. It wasn't cheap! At all! And I don't feel like I should buy packing tape, get a box, ship it out, wait several more days for it to arrive to EF headquarters, and finally wait for them to process and send the order out once more.

And my refund, too, would be great at this point--paid with a credit card, not sure how long it takes?

Overall a really sad experience, and I hope it is resolved? It was super super cool of them to offer to send me the correc item and keep the wrong one too, and refund me (!!!!), but now I am soured because I still don't have the right item and it's been since the beginning of the month.

Anyway, if anyone else experienced stuff like this, please let me know! I wonder if the move affected a lot of orders? Seems hard to make the mistake twice though! Thanks again. Sorry if it seems ranty. I really think it was eventually handled with awesome service, I just don't know where the refund is or if I'll ever get the correct product, you know?

Thanks
03/19/2011
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Contributor: TumorCrunch TumorCrunch
Quote:
Originally posted by (Re)tired Stripper
Ok, before I signed up for EF at all, I ordered two items. One was correct, the other was the wrong item but similar.

I went through a lot of calling and support tickets. I had a few issues with customer service, because my order was sent ... more
wow, that doesn't sound like EF to me! they've always been wonderful, i just had to return everything, and it was taken care of in 2 days :/ i'm sorry this is happening to you love.
03/20/2011
Contributor: tigerkate tigerkate
When was this order done? If it was around the move time, I'd just chalk it up to that... It's not an excuse for poor service, but if it's supposed to be taken care of, it might just take a bit longer.

The thing I've noticed with having an issue (with anything in life) is to be persistent and follow-up. Wait a few days, call the support line again, etc.

And did you save the box? I think you can re-use the box if you did, if that's any consolation. Just cover up the previous shipping info.
03/20/2011
Contributor: ZenaidaMacroura ZenaidaMacroura
I had an issue like this recently, also. Even the thing with having a discount and then owing on the exchange because of it. With EF moving to Atlanta, things have been a bit crazy. I suggest emailing ilya@edenfantasys(dot) com. I did, and they got it fixed in just a few days. I actually got my new package today with everything I originally ordered, and I didn't end up having to owe anything on the exchange.
03/20/2011
Contributor: (Re)tired Stripper (Re)tired Stripper
Thank you SO much, everyone!

I opened another support ticket, so we will see. I will definitely email her, Zenaida. I'm glad it worked for you.

I'll definitely try to be patient and I will report back when it gets resolved.

Tigerkate, it was made around the 3rd. The estimated delivery date was the 7th. Good I can save the box, less of a hassle. I never ordered from a site that made me return incorrect items before getting the new one shipped. CS was impolite, but the rep appeared to switch to a more professional person.
03/20/2011
Contributor: Cream in the Cupcake Cream in the Cupcake
Since theyve been moving locations things may be a little weird. I bought the Liberator, it got backstocked even tho it was in stock, but it arrived soon enough. The weird thing was when a week later a recieved another $200 Liberator at my door step. Returning one of these is a bit of a hassle but nothing like this has ever happened before, so i think its uncommon.
03/21/2011
Contributor: Shellz31 Shellz31
Unfortunately since this merge business, things haven't been the same. I have my doubts if they ever will be again.
Which is strange cause we were 'told' that everyone in charge of Eden would stay the same. That hasn't stopped changes happening.

Things are VERY slow and the shipping has been changed
03/24/2011
Contributor: Rachel K Rachel K
Quote:
Originally posted by (Re)tired Stripper
Ok, before I signed up for EF at all, I ordered two items. One was correct, the other was the wrong item but similar.

I went through a lot of calling and support tickets. I had a few issues with customer service, because my order was sent ... more
Good morning!

There is a current reply to ticket 16685 waiting for your response, ma'am.

Please check this ticket and respond when you can.

Thank you!
03/25/2011
Contributor: (Re)tired Stripper (Re)tired Stripper
Ack, I promise I'll respond at length with updates. Had mini-crisis (that's life, huh?); away from computer for a week or so.

Anyway, thanks, Rachel--I went ahead and responded. It's supposed to get to you guys on Tuesday. I don't know if you went ahead and are to ship the final correct item now that you know it's out with tracking and all, or if you're waiting to get it in first. Hopefully I'll have it soon. I appreciate the help.

I was bummed I was promised a refund/keep the old and the new item, but it seemed to good to be true. HOWEVER, retracting on promises of refunds (on such a lengthy, drawn-out, insane situation and first order) seems kinda nuts to me. I was in the online-retail biz for a few years and had a teeny two-person show and took the hits when they happened, you know? I can't imagine doing that expect in the case of a really really big-ticket item and in that case, I'd still issue some sort of...something. Maybe I'm too picky! I do have really high standards.

It's late....five am late. So, sorry I ramble!

Thanks for the help.

Shellz, that really sucks. I'm sort of glad for myself that I didn't get the chance to experience EF pre-move, you know? But for everyone else experiencing issues, bummer. Hopefully it'll all be ironed out.

Cream in the Cupcake, that is insane! Those are tough to return...very bulky. I'm thinking/hopeful that these SNAFUs are just flukes.

I'll update when I get my order processed
04/02/2011
Contributor: Cherry21 Cherry21
Quote:
Originally posted by (Re)tired Stripper
Ok, before I signed up for EF at all, I ordered two items. One was correct, the other was the wrong item but similar.

I went through a lot of calling and support tickets. I had a few issues with customer service, because my order was sent ... more
never had any problems like this, but so sorry that you did!
12/08/2011
Contributor: Kallisto Kallisto
Strange. I've never had a problem either.
12/26/2011