In general. it is so rare to find a company with good customer service. I found a bag I loved from Fossil. But at Macy's it was slightly damaged and no other store in the mall had it. So I ordered it from Fossil 6 days ago.
Today I get the watch from Fossil that I ordered along with it. There was no invoice in with it and no purse. Just a box and a watch.
So i call the cust service # .... Press 1 for help ordering a product.... Press 2 for customer service and billing.
So I press 2 and listen to a "Thankyou for holding" message for 8 minutes. I give up and hang up. Out of curiousity and aggrivation I decide to call back and press 1 and see how long it takes for them to help me when I press 1 to place an order. The call was answered in less than 2 seconds.
I wrote the company, just aggrivated that Fossil makes sure to have enough reps available to take orders but after they get your money - there is nobody to help. I also asked about the status of my order and a tracking number for the box with my purse.
Here is the response:
Thanks for contacting Fossil! We were unable to send out the missing
item due to lack of inventory. You will not be charged for this item.
What?????!!!!! I have been waiting a week.. They have my address, phone number and email. Nobody has the common courtesy to contact me. There is no invoice in the box at all. They have been sending me marketing emails. I mean I really don't expect a personal phone call of apology but atleast a freaking invoive in the box that says "product backordered or unavailable."
They have already charged my bank acct for the item. And of course to me it isn't an "item". it is a handbag that I have fallen in love with an have been waiting for daily. And can already imagine carrying. I am going to try ordering it from Macy's but damn.....
Today I get the watch from Fossil that I ordered along with it. There was no invoice in with it and no purse. Just a box and a watch.
So i call the cust service # .... Press 1 for help ordering a product.... Press 2 for customer service and billing.
So I press 2 and listen to a "Thankyou for holding" message for 8 minutes. I give up and hang up. Out of curiousity and aggrivation I decide to call back and press 1 and see how long it takes for them to help me when I press 1 to place an order. The call was answered in less than 2 seconds.
I wrote the company, just aggrivated that Fossil makes sure to have enough reps available to take orders but after they get your money - there is nobody to help. I also asked about the status of my order and a tracking number for the box with my purse.
Here is the response:
Thanks for contacting Fossil! We were unable to send out the missing
item due to lack of inventory. You will not be charged for this item.
What?????!!!!! I have been waiting a week.. They have my address, phone number and email. Nobody has the common courtesy to contact me. There is no invoice in the box at all. They have been sending me marketing emails. I mean I really don't expect a personal phone call of apology but atleast a freaking invoive in the box that says "product backordered or unavailable."
They have already charged my bank acct for the item. And of course to me it isn't an "item". it is a handbag that I have fallen in love with an have been waiting for daily. And can already imagine carrying. I am going to try ordering it from Macy's but damn.....