• Report: #576190

Complaint Review: Vermont Teddy Bear Company, Pajama Gram

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  • Submitted: Mon, March 01, 2010
  • Updated: Fri, March 05, 2010

  • Reported By: Kelley — Columbus Ohio United States of America
Vermont Teddy Bear Company, Pajama Gram
6655 Shelburne Road, Shelburne, Vermont United States of America

Vermont Teddy Bear Company, Pajama Gram Very unprofressional Gift Counselors, would not share detailed sizing info over phone, mis-lead to get out of sending free items Shelburne, Vermont

*Author of original report: I am a happy customer!

*Author of original report: Satisfied with Resolution in Progress

*UPDATE Employee: PajamaGram Response

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I spent over an hour trying to resolve this over the phone.  I was refused the option to speak with a supervisor.

My boyfriend's original call to this company was handled in a most unprofessional manner.  He specifically asked about sizing and was told, "well, they run just like other clothes" rather than being advised of the detailed sizing information they offer on their website.  According to Pajama Gram's Gift Counselors, he opted out of receiving the free items you always see them advertise on television; organza hat box, lavender bath crystals and the Do Not Disturb sign.  How do you opt out of receiving something Free that you see on each and every commercial they air?  Apparently this company attempts to confuse and mislead consumers by applying an "upsell" so as to get out of shipping them.  My boyfriend never gives up the opportunity to receive complimentary items however the Gift Counselor and customer service are blaming him.

Pajama Gram is now out of the Hoodie Footie in size Medium.  They are not available until September.  They are running a special and call it "2 for 1".  You receive a pink velour cami and lounge pant set now and receive the Hoodie Footie in September.  This is not truly a "2 for 1" special.  When I told them I wanted to take advantage of this they wanted me to pay an additional $30.  My boyfriend already paid $88.

I have returned the Hoodie Footie with a note indicating their lack of customer service is far from acceptable.  I myself am in sales and know when a company does or does not appreciate my business.  I placed a note with much of the text stated here and also let them know if they want to make it right they can send a medium, pink cami lounge set now and the medium Hoodie Footie in September.

I recommend not doing business with this company as really their merchandise is way very priced for what you receive - even if they had sent the free items the value is not there. 


This report was posted on Ripoff Report on 03/01/2010 01:54 PM and is a permanent record located here: http://www.ripoffreport.com/r/Vermont-Teddy-Bear-Company-Pajama-Gram/Shelburne-Vermont-05482/Vermont-Teddy-Bear-Company-Pajama-Gram-Very-unprofressional-Gift-Counselors-would-not-s-576190. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

I am a happy customer!

AUTHOR: Kelley - (United States of America)

I just spoke with Jess and am very impressed with the resolution she offered me.  The business my boyfriend transacted with Pajama Gram was truly appreciated!
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#2 Author of original report

Satisfied with Resolution in Progress

AUTHOR: Kelley - (United States of America)

I am looking forward to speaking with Jesse Proctor, customer service manger and accepting her resolution and I appreciate her professionalism and the expectations she has set for her staff. 

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#3 UPDATE Employee

PajamaGram Response

AUTHOR: Vermont Teddy Bear - (United States of America)

Dear Ms. Wallace,

Please accept our sincere apologies for the problems relating to your order. We at PajamaGram work diligently to fulfill our promises and we thank you for bringing this issue to our attention. On behalf of our Customer Relations team, I apologize for the experience you had with our agent. It is my expectation customers are treated with utmost respect and we strive to answer questions to the best of our ability. As you indicated, a sizing chart is made available for our customer's convenience on our website. However, this does not excuse the lack of knowledge from the agent. Along with our fantastic pajamas, customers are offered complimentary packaging. We also offer deluxe packaging for a minimal cost for those who would like to enhance their gift.

It appears your boyfriend received the extremely popular Hoodie Footie at its introductory price of $69.95. Unfortunately, it sold out quickly and PajamaGram offered a 2 pajamas, 1 gift (2 for 1) promotion. While it may not be clear on the website, this offer was for a ruby red or pink velour set to be shipped now and receive the Hoodie Footie in September. This promotion is $99.95, shipping not included.

We can reship your requested size in September at no additional cost. At this time I do not have enough information to find your order in our system. Please contact me at 1-888-518-2327 and Id be happy to take of this for you. Again, please accept our apologies for the disappointment and for any inconvenience we may have caused. We appreciate your business, and we look forward to serving you better in the future.

Sincerely,

 

Jess Proctor

Customer Relations Manager

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