I posted yesterday about a deal through Plum District for Kidorable, a company that sells rain gear and knitwear for kids. Cute stuff, right?
Well, today, the free shipping code that was working yesterday was pulled. Some people are still able to get it, but I wasn't when I went to order, so I called customer service. I asked very politely what to do about it, and she told me very rudely that you can't use two codes at once. I said that they could yesterday, and it's not fair to anyone for them to pull a code when they said it would be good until 12/5.
This customer service representative told me that it's like having 5 people "blow a red light" and get away with it, and then me getting mad when I get caught and saying "They ran it and didn't get in trouble."
Kidorable, this is not about breaking laws. It should not be about punishing your customers for not being fast enough to get their deals before you decided you were out too much money. When a business makes a decision, that business needs to stand by it. If your customer service had said, "OK" and let the deal go through like you advertised, or even just been neutral about it, you would be in better shape. Heck, if you had BEEN IN CONTACT with your customers: respond to the e-mails to customer service, answer the pleas for assistance on the Facebook page, NOT DELETE THE POSTS THAT LIST THE CUSTOMER SERVICE PHONE NUMEBR!! You would be in better shape.
All these people bought a voucher for $15 hoping for free shipping on a pair of boots, or a discount and free shipping on a coat. Some got it, some didn't. That's bad for your company.
So you need to work on all that. And you should tell your customer service department that it's not right to tell someone to be thankful they even got $15 off a $30 voucher, and don't ask for more.
To my readers: I apologize for telling you about this deal. Had I known that they would renege on their word, I would not have done that. I hope you were smarter than me in this case, because I am stuck with the voucher. Not sure if I want to use it, on principle, because I do not want to give my money to a company that clearly has no values.
Kidorable, for this experience, Bedfordnomics is awarding you with the Worst Customer Service Achievement Award in 2011. Thanks for the inspiration to create this award, without you it wouldn't exist.