Not the worst customer service, but close
Written: Feb 03 '11 (Updated Apr 17 '11)
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4/17/11 update:
They took 47 days to issue refunds after receiving the returns. With prodding! At one point I told them that if they didn't issue the refunds immediately I would file a complaint with their local Better Business Bureau. Not that that would do any good. LOL BBB rates them A+, and claims that rating is partially based on the fact that they responded to 201 complaints in 36 months. Here's the BBB page for this company http://bit.ly/gvkXnY
Here's how it played out:
One month after I sent the items I got the email confirmation of their receipt. That email said "you will see a BedBathstore merchandise credit/refund on your account/statement within 30 days".
32 days later I emailed: "It has been more than 30 days since you sent this email and I have NOT yet seen the credit hit my credit card. Please credit my account immediately."
"Allison" replied the same day with: "I regret this refund has not yet appeared on your account. I will send this information to the refunds dept for them research this matter and take care of this refund for you. You should receive a confirmation of credit to your email once it is completed. Please allow 5-7 business days for this information."
7 days later the refund hit my credit card .. for only the first of the two orders.
I replied by email: "What about the other one?"
"To which Allison again replied This one is in process as well, you should receive confirmation of this one any day."
And two days later, I received the final refund.
Original review:
Winter! Working in a cold room with a big patio slider - a single-paned glass door - covered only by light curtains and I'm FREEZING! Get some insulated curtains, that should help, I thought.
But where to find them! I shopped at some local stores. All they had for insulated curtains were fancy living room curtains. My office is off the kitchen. I don't need satin or silk or velvet. I just need something heavy and lined with a thermal material.
Okay, so I've been shopping on the internet since it became shoppable and I thought I knew what I was doing. I googled thermal curtains and came upon Bedbathstore.com. WOW! They have a great selection of thermal and insulated curtains and the prices are good. Some of them looked just right for my needs. So, I measured, cogitated and in the end, just ordered one pair - I would need two ultimately - to see if the fabric and color would work.
I should have looked here first.
I got the email acknowledging the order and it was timely. Four days after I placed it I got an email acknowledging that my order had shipped. That seemed a long delay. The curtains arrived 10 days after I ordered them. This was with standard shipping. Really rather slow, I thought. It turns out that the curtains shipped from the manufacturer, rather than the merchant, which explains the delay. I do understand that this is one way merchants lower costs - by not maintaining a warehouse - but having shopped at really good online merchants for years, I'm used to speedier arrivals.
And they were really nice curtains. I liked them very much ... except for the color. I had ordered "natural" but these, seen in daylight, looked more like a very soft brown. I compared them to the natural I saw onscreen at the BedBathStore website, but there was really no comparison. These were in no way a "natural" shade. They were a very soft brown, almost brown-grey. Even though they weren't what I expected, I decided they worked in my room and I would finish the window with another set, but I needed help with the color. What did I actually get? What should I order to match them?
So I called customer support. Unfortunately, no one ever answered, even though I kept the line open for a total of 90 minutes.
Their many recorded messages tripped over each other. One would start, then another, then I'd hear the first one finish, then another and so forth. One message I heard consistently said "Customer service is our main objective!" I am reminded that objective means a goal or an aim. In this case, it is merely empty jargon, because I experienced nothing with this company that even resembled customer service.
After listening to these messages loop again and again, I realized that the time was well past their closing time. On another phone, I called them again and got the after hours recording, even while the recorded messages on the other phone were still playing. Hmmmm, I thought. Hmmmm.
So I sent them an email detailing my whole experience with calling customer service and asking about the color. The next day I got a terse response. "If you need another pair I would order the natural." It was their only suggestion. No comment about the customer support call.
I thought well okay, it isn't what I ordered but it looks like it would work so I'll order another pair. But the "natural" option wasn't available on their website anymore. There were instead a bunch of new colors, none of them displayed with the images of the curtains. I had no way of knowing what they looked like and I couldn't order another pair of what I already had.
I sent another email to customer service explaining my situation and asking for advice. The reply said "Unfortunately, natural is not available at this time. I do not have a date for when this color will return to stock." Period!
So here I am with one half a sliding glass window's worth of curtains that I can't match. My mistake was not ordering everything I needed at once, but it has always been my practice with things like this to check the color first. It is less expensive to return one set of heavy curtains than two if the color doesn't work out. It didn't work with this retailer.
I'm sending the curtains back for a refund and based on this experience, I probably won't even look at this company's website again.
Recommended:
No
What product did you purchase or try to purchase? Media Suede Thermalogic Blackout Insulated Grommet Top Solid Color Cur
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