Tuesday, November 29, 2011

Kidorable: Award for Worst Customer Service in 2011



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.

Ashley

12 comments:

  1. Absolutely icky customer service. I wont be spending my hard earned money supporting their bad attitudes. :( Sorry you had to deal with this!

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  2. The only reason I got the Plum District deal was b/c I could also get free shipping. It'll still end up pretty cheap, but that's not the point. Kidorable went back on their word and did nothing to try and help it's customers. The Facebook wall was flooded with complaints and Kidorable has time to delete posts with their CS phone # and add a random post about Benjamin Franklin, but doesn't have time to help out it's customers? Something stinks in Denmark. I'm not happy and will tell my friends to not deal with a company like this.

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  3. Doesn't sound like a company I will be doing any business with!

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  4. Ok so.... just called Kidorable...my order is under my Order History....(did not get the conformation email or what item was ordered )...i DID use the coupon with the voucher and it DID go through.... i called to make sure there will be no problems with this order and they said NO. That because it went through I did get the Free shipping WITH the voucher. Printing out the invoice now so I have it. My advise is to do the same. NOT GOOD CUSTOMER SERVICE!!!!!

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  5. Mrstiffanyc - That won't work for anyone who has not ordered already. The codes are not going through now. The free shipping code was advertised to be good through Dec 5, so we should have had time. Just keep passing this around and let folks know not to deal with this company!

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  6. Go to the pages of their sponsors and spokespeople. I saw Tom Cruise's daughters pic on their site. Hit up his page if he has one and his wife. Its time to check and see who else supports this company that seems to take advantage of its customers. Its Christmas time and people are broke and you can't honor a free shipping code? Changing your own terms is horrible service!

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  7. I'd say go for it. The best way to bring them down is to go to the people who support them. People do not want to be affiliated with companies with bad reps and poor service. Poor people finally had a chance to buy from this company and they found a way to bring an end to it. Maybe they don't want to be affiliated with the poor and broke!

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  8. They were featured in Marie Claire and People Magazine. Post to their pages too. Skiy is the limit!

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  9. Here are their founders names, Liping Yang and Jonathan Domsky.

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  10. You are 100% right and think it really stinks that they are acting like this!!! First of all...the vouchers were used as GIFT CARDS! NOT COUPON CODE!! There you go!!! Should be NO issue...makes me so mad.

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  11. They have horrible customer service! I can't believe the things they've said on the phone and emailed to some of their customers/potential customers!

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  12. You can get a free dragon umbrella with your order if you use Google Checkout. Not the same as the free shipping but better than nothing.

    Put the dragon umbrella in your cart. Use code DRAGON9 as a coupon code and pay with your gift certificate via Google Checkout.

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