Mixed experience, I may not order again.
Written: Oct 21 '05 (Updated Oct 21 '05)
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I ordered a baby heart monitor at allegro in early October 2005. When I completed the order, I was not re-directed to a confirmation screen (or possibly, I hit a wrong key and was taken somewhere else). At any rate, I was not sure if the order was completed. So, I went back to my cart and completed the order again, including a note telling them that I may have completed a duplicate order.
The next day, I received two confirmation emails; the second one included my original note as well and offered me the chance to make changes or comments by sending an email. I sent an email requesting that the second order be cancelled.
I never received any response, and ended up receiving the duplicate order in the mail. That was inconvenient, but when I called customer service they gave me a return number and informed me I would be credited the original purchase amount and reimbursed for my shipping costs.
Today, I called up to confirm that the return had gone through. I spoke to a representative who told me I was credited my original amount. When I asked about the shipping costs, she basically hemmed and hawed, told me that the second order was due to a "customer defect" and basically mocked me when I told her that a customer service representative had promised me a shipping reimbursement. When I asked about my comments in the second order and the email that I sent, she did not have an answer. The representative repeatedly referred to there being a "customer defect" (i.e. me) and basically seemed not to believe my account of what happened.
My only advice to other shoppers is to always get the name of every representative you speak to and perhaps written details of the conversation. And certainly, DO NOT ORDER from this retailer.
UPDATE: I received a call from a Customer Service manager on the same day that I posted this review. She immediately informed me that she had reviewed the situation and that Allegro Medical would reimburse me for my shipping costs. She also said that she was sorry they sent out the duplicate order.
After such a pleasant experience with her, I still felt compelled to share with her my contrasting experience with the previous representative. After listening to me describe what happened, she told me they would speak with the rep and use this situation as a training exercise for her. I kind of hope they have the conversation on tape. I'm not vindictive, but she was rude and was the main reason for me posting this review.
Anyway, as a result, I will slightly change my ratings here, but I would still exercise some caution when ordering from this retailer. And for me, I probably will not order from them again anyway.
My old rating was 1-star on customer service and 1-star overall. I have raised that to 2-stars for customer service and 3 stars overall. I have also removed the name of the customer service rep, since the issue will be handled internally, at least to some extent.
Hope this was helpful. It certainly helps to vent sometimes.
Recommended:
No
What product did you purchase or try to purchase? BabyCom Heart Rate Monitor
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Epinions.com ID:
curvo
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Member: Brian Case
Location: Oakland, CA
Reviews written: 1
Trusted by: 0 members
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