My worst experience with an online company!
Written: Oct 27 '06 (Updated Dec 26 '06)
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| Full Review |
**Updated 12-26-2006. See the end of review.
*Updated 11-09-2006. See the end of review.
Looking for larger-cup bras, I browsed online. One of the places I found was HerRoom.com. The home page had the following statement: *Free Shipping & Easy Returns*. Both statements were misleading or false.
It took me a long time to decide on just the right bra, but after hours of browsing Her Room, I decided on God001-2010 36G Black bra. The fitting instructions at the Her Room website insured me that if I fit into a Panache 36G bra, that I would fit into the Goddess001 2010 in 36G. I trusted that information and ordered that bra. I also ordered a couple of other items and received *free shipping*.
When I received the order and tried the Goddess bra on, the fit was obviously too small. With the promise of an easy exchange I called the company. I was immediately asked for more money for the replacement bra (36H), so I paid. I was taken aback by that, because the company promise made the return/exchange seem more pleasant, or anything better than *Show me the money!*
On 8-18-2006 I sent the God001-2010 36G Black bra back with the merchandise return label included with the 1st order. 3 weeks went by with neither contact, nor refund made from Her Room. I emailed Her Room on September 8th regarding that fact. I received a reply by Lynn in customer service. She stated, 'Our return/exchange process takes roughly 4-5 weeks'. Finally on September 21st, Kim from customer service emailed that the refund was being issued. However, I was stunned by not only the shipping fee charged to me, but the so-called *free shipping* offer was recalled, because I sent an item back. The bra cost me $38. I was given $27.05 back as a refund. I should not have had to pay for the wrong advice from the website and they should not renege on the free shipping!
Meanwhile, I received the replacement bra. It was a God001 2010 36H Black bra. It fit more like a DDD cup. I immediately called Her Room customer service to explain my disappointment with the misfit of both bras. When I said I was simply letting them know and not making a complaint, customer service brushed me off with 'Oh, no problem'. She was not truly listening to me. She was quite patronizing.
On 8-25-2006, I sent the 2nd Goddess bra back. Again, I never had contact from the company. However, I have contacted them several times. Each time it is as if they never processed the information from the previous contact. On September 21st, Lynn from customer service sent an email requesting a credit card, so that a refund may be issued. I called back on the same day and gave my credit card information. Two weeks later I still did not have a refund, so I emailed them again. Lynn from customer service replied that a refund was issued on September 21st. That was for the first refund! I emailed them again to clarify. Their response was that they never received the 2nd returned package.
I filed a complaint with the BBB, and I have contacted the USPS regarding the supposedly lost package.
Follow Up: The BBB attempted to contact Her Room several times, but the company failed to respond. The BBB closed the complaint as 'unanswered'. The result will be reflected in the report the BBB gives to consumers about Her Room.
(11-09-2006)
Follow Up #2: On 12-26-2006 I received a letter from the BBB. The letter stated that the company Her Room credited my account on 12-09-2006 for the total of the bra plus $25. for not responding in a timely fashion. I was pleasantly surprised. I still do not recommend this company, however I will change the overall rating today.
Recommended:
No
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