I ordered a monogrammed heart locket for my friend whose birthday was in October. I ordered on 9/2/07 and gave my credit card information and received a confirmation that the order had gone through:
(9/2/07) Email:'Thank you for ordering with RedEnvelope - we appreciate your business. Your order number appears in the subject line of this email. Since we process your order as quickly as possible, we are unable to modify or cancel your order once it is received in our system. You'll receive a second email from us when your order has shipped and a final email when it arrives at its destination. For your records, we've included a description of your order below. If you would like to track your order, just click http://www.redenvelope.com/login and enter your email address and password. You may also track your order by calling Customer Service at 1-877-733-3683."
9/12/07 Ten days later I asked about the status of my order: "Thank you for contacting RedEnvelope. It appears your order is on backorder until 10/7/07. Please advise if you have any questions or concerns. If you have any additional questions or concerns, our Customer Service staff is available 24 hours a day, seven days a week. Click on Customer Service at www.redenvelope.com for a live chat with a representative, or call toll-free 1-877-RedEnvelope (1-877-733-3683). Thank you again for contacting RedEnvelope, and please visit us again soon.
Note to reader, all this time the locket on the website could still be ordered. No indication on the website that the item was ever on back order.
9/18/2007 Email from them "Thank you for shopping at RedEnvelope. We regret to inform you that we are currently unable to ship your complete order due to the unforeseen demand for the item(s) listed below: monogrammed book of love locket DUE DATE: 10/05/07 89.95. Please note that the expected due date is subject to change. Once the item(s) in your order come back into inventory, we will immediately ship your order. Your order has not been canceled at this time."
Note to reader, I received at least 3 backorder reports. I'm a internet sales person with a well known USA company so I'm used to occasional outages and the need to wait for items to ship. I was expecting as soon as the order comes in, my credit card would be charged and then the item shipped to me.
Then. out of no where.
October 1st: Thank you for shopping at RedEnvelope. We regret that we were not able to obtain valid credit card information after the declined responses received from your credit card company. In the interest of your own security, we have canceled your order, and your credit card has not been charged.
So I get on Live Chat immediately!
ME: Hi Leticia. I'm a little upset. I placed an order over two or three weeks ago for a necklace, and was told it was on backorder. I waited patiently til the day they said they would send it out October 7th. Instead I received an email that they had just canceled my order!
ME: Order number is xxxxxx
Leticia: I am so sorry about this, allow me just one moment while I review the order details.
Leticia: When your order was being packed at the warehouse the charge for the item was declined. At that point they had to cancel the order, and the book of love locket did not ship out.
Leticia: That was today.
ME: why did you not call me? or give me at least a day to fix the problem.. I'm very upset That item needs to be on time! I work in customer service too, and have done sales for 15 years. this is a poor practice to just cancel without contacting customer first what can we do about this? I still want the locket and can give you a different credit card. Whatever I need to do to get this item delivered next week at no additional cost to me
Leticia: Our first method of contact would be by email, which you received the same day that the order was canceled. I understand your frustration, and I apologize for any inconvenience.
Leticia: We can place another order for you. The item is currently available, and with the three business days for processing.
Leticia: You will have to call in to place the new order or place it online.
ME: I'm not comfortable doing this. The item has never been shown on the internet to be out of stock or unavailable. I was put off for a week or more, and then my order was canceled. I used to think that red envelope was reputable but this is starting to feel like a bait and switch routine. I'm sorry. I'm very very disappointed and will not be placing the order or using red envelope ever again. I should not have to do any extra work to get this product that I was more than willing to pay for...
ME: So Please pass this word onto your supervisor or any customer concern process you might have. CALLING is most important, the customer comes first... its a courtesy that should be extended to EVERY customer, and this has cost you at least 10 customers. Have a good night.