Nice products, good prices, crappy customer service, disappointing overall
Written: Jul 01 '11
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My boyfriend's birthday is coming up later this month and so last month I ordered 5 packs of Amy & Brian coconut juice and a can of coconut and lime.
At the time Iherb had an awesome discount of 15% off grocery items, which included the coconut juice AND I got to use my $5 coupon since I was a new customer. I was really psyched!
The flat shipping rate is also a really great deal.
I got the coconut juice pretty quickly and everything was great with the order except a couple of the cans were damaged at some point and leaked out the juice. I emailed Iherb customer service and received a prompt, friendly email stating they would reship a pack of coconut juice for free and I would be receiving a tracking number soon. Well that tracking number never came. And a few days later I get a random email stating I was refunded the price for 1 pack. This is not at all what I wanted. I was giving the items as a gift and didn't want to give my boyfriend 4 full packs and an opened pack missing some cans. I simply wanted them to ship me out what I had paid for.
So I emailed them last Friday asking what the deal was and today being a week from when I emailed them, I decided to contact them via their live chat. The first person I connected to, I explained my situation and she asked me to hold on for a moment. After 5 minutes it showed that I wasn't in a chat session anymore! So I started another chat session with a different person, who had poor customer service skills and a slight attitude. I explained the situation to her and she told me I had been refunded for the damaged pack possibly because it was out of stock when they refunded me.. I checked the website several times during the week I was waiting to hear from them, not once did it show they were out of stock. But I took her explanation as a possibility and then she tells me that I'll have to just reorder a pack from the website. That means I'd have to pay full price because the 15% off promotion was well over with and I already used my $5 off new customer coupon. AND I would have to pay for shipping once again. It wouldn't be worth it to even bother since what I was refunded would only cover the shipping on a new order.
Only after arguing with her for a while did she offer to give me 10% off my order and refund ground shipping if I contacted them after placing a new order. Part of me doesn't even believe that they would give me the discount or refund the shipping. I have no faith in their customer service now. Besides the fact that I would still be paying more than I was refunded. I don't think I'm even going to bother.
I should've known it was too good to be true! Their prices are very reasonable and the products have been great but I can't deal with a company with terrible customer service. I guess you get what you pay for!
Recommended:
No
What product did you purchase or try to purchase? Amy & Brian Coconut Juice, 6 Pack
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