I made a purchase at Shopbop that was guaranteed to arrive by tomorrow, Feb 14. They guarantee 3-day shipping, and said during checkout and in their confirmation email "your order is guaranteed to arrive by February 14". I have a trip I needed the item for and had to have it by Feb 14.
Then I saw UPS updated their shipping to Feb 15, which would be too late for my trip, so I asked Shopbop for help. Their response was basically "we apologize for the inconvenience". When I pushed, telling them they specifically have a guarantee on the website, and what is their guarantee worth if they don't stand behind it, their response was:
"We ship our items at the right time for the guaranteed delivery date.
When an item ships, it is under the carrier which we trust enough to deliver the item on time or earlier.
Unfortunately under some circumstances, such as this one, we are unable to control them and we can only apologise for such situations.
I can understand that this is not what you want to hear but I do not have anything else to say."
Is it just me or is this just a horrible way to respond to customers ("I do not have anything else to say"? REALLY?), not to mention why the heck would you have a guarantee if you can't stand behind it? And why would you give me excuses about your supply chain to justify not standing behind your promise to customers?
Has anyone had a similar experience with their shipping guarantee?
Thanks for letting me vent
Then I saw UPS updated their shipping to Feb 15, which would be too late for my trip, so I asked Shopbop for help. Their response was basically "we apologize for the inconvenience". When I pushed, telling them they specifically have a guarantee on the website, and what is their guarantee worth if they don't stand behind it, their response was:
"We ship our items at the right time for the guaranteed delivery date.
When an item ships, it is under the carrier which we trust enough to deliver the item on time or earlier.
Unfortunately under some circumstances, such as this one, we are unable to control them and we can only apologise for such situations.
I can understand that this is not what you want to hear but I do not have anything else to say."
Is it just me or is this just a horrible way to respond to customers ("I do not have anything else to say"? REALLY?), not to mention why the heck would you have a guarantee if you can't stand behind it? And why would you give me excuses about your supply chain to justify not standing behind your promise to customers?
Has anyone had a similar experience with their shipping guarantee?
Thanks for letting me vent