Bluefly: opened my package only to find.......

Blue_Hour_Girl

Pugland
Mar 12, 2007
1,097
1
First of all, you guys are all SO sweet and I appreciate all the support and replies!:heart::heart::heart:

Thanks for the comments about the audition, it means a lot. BTW, for those that asked, I play the viola....

Here is the unacceptable email I received from Bluefly:

Thank you for your email. Please accept our sincere apology for the error and for any inconvenience that you may have experienced due to the receipt of an incorrect item.

Regrettably, the item you ordered is no longer available. To return the incorrect item to us, please follow the return instructions on the back of your packing slip. Of course, you will receive a refund for the item, as well as a refund on shipping costs. So that I can make sure that you are not charged for return shipping on your item, please send me the tracking number that is on the Return Mailing Label. Additionally, note on the invoice that the item sent was incorrect.

Bluefly is a company that prides itself on providing superior quality products and exemplary service. We value you as a customer and want you to be satisfied with your Bluefly experience. We would like to offer you 10% off of your next order with Bluefly. To take advantage of this offer, call Bluefly Customer Service to place your order. Please note that this discount may not be combined with any other promotional discounts.

Bluefly Customer Service can be reached at 1.877.BLUEFLY (1.877.258.3359). If you are calling from outside the United States, please dial 1.614.652.6701. Our FlyReps are there to serve you Monday through Friday from 8:00 a.m. to 9:00 p.m., Saturday from 10:00 a.m. to 6:00 p.m. and Sunday from 12:00 p.m. to 6:00 p.m. Eastern Standard Time.

We hope that this will not deter you from enjoying the many fine products available at Bluefly and look forward to servicing you in the future.

Sincerely,
Elizabeth


Here is my answer:

Elizabeth,

Thanks for your reply, I appreciate it. However, this is not acceptable to me whatsoever. I spent a good deal of time tracking down that bag on your site as it is hard to get. I need Bluefly to hold one that is returned or make one available to me one that would be listed on the Bluefly site and offer it to me directly without going through hoops. It seems likely that someone received my bag, which is a 1k bag, for the price of a pair of boots. That is very frustrating to me. I know it is not your fault personally, believe me, I am not trying to be unreasonable. But the only thing I can accept is the purchase of a Balenciaga motorcycle bag, with the additional 20% off, as was the case in my botched order since the whole ordeal was a major problem on Bluefly's end, not mine. I will accept the following styles: Work, Weekender, or part time, all in either regular hardware or Giant hardware, any color but white or brown. I do know that since Bluefly prides itself on excellent customer service that this simple request can be met in order to meet my needs and expectations not to mention my future business. I posted this experience on a very large forum with over a thousand members, it would be good publicity to have my post end with a successful transaction in the end. In addition to my post stating my experience, I first posted that these bags were available immediately when I purchased mine and I guarantee there were very many sales as a result. Please correct this problem the right way rather than offer me only 10% off, as this simply is not indicitive of good customer service in my experiences. I'd like to repeat, Elizabeth, this is in no way just an irrate customer trying to blame a customer service agent, but rather an honest assessment and request for your help in this situation. I really want the bag, nothing else will do. Please let me know if my refund has already been posted and if not, then when will it be. Also, please let me know how to proceed. Please feel free to involve a supervisor or manager if needed. Many thanks to you and I look forward to a reply.
Sincerely,


Anyway, I'll post the results of this as I get answers. I figure that it would be a good thing for all to know if this gets resolved in my favor so that other PF'ers don't unknowingly experience this frustration when they expect a new Bbag only to get a random and unrelated item for a thousand bucks!!!!!

Thanks to ALL of you wonderful folks!:yahoo::yahoo::yahoo:
 

evychew

Member
Jan 16, 2007
1,554
1
san francisco
Oh, I'm so sorry! That should never have happened to you. :tdown: I hope things get straightened out soon! *i'm keeping my fingers crossed for you :smile:*

PS Nice email! Way to tell it to them!!!
 

phylao

Member
Apr 14, 2006
198
0
oh no!
i feel bad for you...i am sure you would want the bag more than the refund :sad: :sad: :sad:

:tdown:for bluefly :sad:
 

lordguinny

member
O.G.
May 16, 2006
4,255
242
Yuck. This whole thing is a mess and I commend you for sticking to your guns. I never liked BlueFly and was always wary of ordering from them (because of the rumored and then corrected fakes stint they had). But this put the final hammer to the nail! That is abysmal and I hope they give you your bbag plus a voucher for emotional distress! :tdown:
 

asl_bebes

O.G.
Feb 4, 2006
7,632
24
Blue_Hour_Girl - Great reply ... can't wait to see how Bluefly will respond! *fingers crossed*
 

danae

frou frou
O.G.
Feb 28, 2006
7,154
5
36
NYC
Great email!
The same thing happened to me last year with NAP. They simply had me ship back the wrong order, also the person who got my order and I got theirs, NAP sent the right order to both of us, and offered free shipping for the next order. I don't understand why Bluefly can't do the same and ship the boots to the person who probably got your bag.
 

mama2anangel

Member
Mar 23, 2007
595
0
39
Alabama
I am so sorry this happened! I would be so dissappointed as well. I think your email was fabulous! You were able to stick to your guns and still come off respectful, good for you! Please do be sure to let us know how this works out. This would definetely give me pause on working with them in the future if they are not willing to agree to your terms. I'm crossing my fingers for you.