WORST online shopping experience EVER!
Written: Jan 11 '08 (Updated Jan 14 '08)
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This has been the worst online shopping experience I've ever had...and I buy online a lot. I was looking for a Sedu flat iron, and after doing hours of research, I decided to go with Folica.com. The reason I decided to go with Folica was because I wanted to buy it from an authorized dealer, as it's the only way the original warranty is honored. Though the product has a good reputation, I still needed to have the option of the warranty in case anything happened.
I then did some research on Folica itself and found some mixed reviews. I decided to take a chance and just place the order. My order was placed on December 29, 2007; the SEDU Flat Iron and CHI Silk Infusion Reconstructing Complex 6 oz. At check out I found out that they were giving me a free gift of Bio Silk Therapy (.05 oz). Within two minutes of placing the order, I received an e-mail acknowledging the order. According to the website, the item was in stock and would ship within 24 hours. On Wednesday January 2, 2008 I received an e-mail from Folica, which I thought would be the shipment confirmation, which actually turned out to be a backorder notification for the Bio Silk. According to the e-mail my order was now being placed on hold until January 23rd when the item would be available.
I called Folica on Thursday January 2nd and Friday January 3rd, with absolutely no luck. Every time I called I would stay on hold for over 45 minutes at a time and still could not get through to costumer service. I was finally able to get through to costumer service on Monday January 7th. At the time I told the costumer service rep that I thought it was ridiculous that they were holding my entire order because the free gift that they were giving me was on backorder. She then said, well let me look at the order. After putting me on hold she said, I am happy to inform you that your order has actually processed and it will be mailed out today.
Now today is Friday January 11th. After not receiving my order I decided to call Folica once again. This time I didn't wait too long to get through (I called at 10 am). When the costumer service rep picked up the phone I told her I just wanted an update on my order..gave her the order number...and she said "your order has been processed and will be mailed out today." At this point I was furious, this was the same response I got Monday. After pointing this out to her she said well let me look at the account.
She put me on hold for about 5 minutes. When she came back she asked me if I got the e-mail informing me that my order was being placed on hold because the order was not available. I asked her if she thought it made sense to hold my order for almost a month because a .05 oz of Bio Silk that they were giving me as a GIFT was not available. She did not respond...I then asked her as nicely as I could if she was able to just mail me what I had actually ordered, and forget about the Bio Silk. She said she would make sure that the order would be mailed today and that as soon as the other item was available they would mail it. I asked her if this time it was actually going to be done...she said yes and that whoever helped me the last time did not check off some box which would release the order.
The rep was very nice through the entire process....however by the fact the she told me that the order was processed and would be mailed today and then came back to tell me that it was actually on hold, lets me know that they don't really look at the account. They seem to have a script that they look at when answering questions, without really looking at the account. What's the point of being treated nicely, when you're being given wrong information? They are useless and very difficult to get through to.
The only good thing was that they never charged my credit card, as other reviewers complained about. I would never place another order from folica.com to have it shipped. I live in NYC and would rather drive to NJ and pick it up myself. I will update once I receive the merchandise and let you know if it was at least worth all this hassle.
Be aware of the good reviews. If you take a close look at them you will notice that they're old (mostly from 2000-2003). It seems like lately folica has been having repeated problems maintaining costumer satisfaction.
****************UPDATE********************
01/14/08
On Saturday (01-12) I received an e-mail confirmation from Folica saying that my order had been shipped. Today Monday I came home and the packaged had been delivered (good shipping!). When I opened the package, I found the SEDU flat iron, and the BioSilk Therapy...but not the CHI Silk Infusion Reconstructing Complex 6 oz. What puzzled me the most was that they were holding my entire order because of the Bio Silk, which I was told would not be in stock until 1/23, and yet that made it into the shipment and the CHI Silk Infusion did not. It is too late to call Folica now, since they close in about 10 minutes (I've tried already), so now I have to deal with yet ANOTHER aggravating phone call to their costumer service department. I have never had to make so many phone calls to get something I ordered and paid for. STAY AWAY FROM FOLICA.COM!!! As soon as I deal with the phone call I will update this review to see what happened.
Recommended:
No
What product did you purchase or try to purchase? Sedu 1 1/2 Flat Iron
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Epinions.com ID:
mperez1697
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Reviews written: 1
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