Thursday, January 19, 2012
Customer Service Dissappointment
Remember at the very end of 2011 I posted about how much I love Gallery Leather's planners? Remember how I said they are the best? Well, they still are wonderful and I do still love the product. While it is wonderful quality, I will not be doing business with them. Ever again.
Here's a little back story. I placed my order on December 26th, fully paid for, but the website said that it wouldn't be shipped until January 6th. Well, my old planner had the future monthly planner so I figured I could hold off a bit. Well, January 6th rolled around and I never got a confirmation e-mail to confirm that my order had shipped. On January 9th, I e-mailed the contact information for Gallery Leather that they had listed on their website. I gave them my order number and asked them if my order had shipped and if not, if it will be shipped that day or tomorrow. I explained that I really needed my planner and was counting on the January 6 ship date.
Let me preface this next part by saying my e-mail was very friendly. All I got back from the company was a one sentence response. Not a hi, not a thank you for ordering, not an explanation but an "Your order has not shipped and should ship Friday". That is an entire WEEK after it was supposed to ship. I wouldn't care so much if this was a piece of clothing or anything else, but this is a planner. Something that I literally plan my life with and absolutely need. I was willing to spare a week without it, but this just made me annoyed.
I promptly replied asking if there was any way to hurry the shipping along because it clearly stated that the planner would be available on January 6th (still very polite). All I got back in response was "I will check tomorrow and see what they are able to do." The woman never followed up like she said so I sent her a follow-up e-mail asking if anything was able to be done about getting my planner to me sooner. There was nothing she could do.
I tried to be patient and hold my tongue.
I waited FIVE more days. Finally I broke and sent another e-mail because I had STILL not received a shipping confirmation. I sent a polite yet stiff e-mail basically saying "what is going on with my order, I am extremely dissatisfied with the customer service I received and the false advertisement of the availability of your product."
All I get back is "your order was shipped out today". That's it. No apology, no rectifying the situation in any way, no saving face. Not even an explanation. NOTHING.
Well I hate to say this, because Gallery Leather does offer a good quality product and I've gotten very used to it over the years, however, I am going to need to find a new planner come 2013. Sorry Gallery Leather but you lost a loyal customer.
Have you ever had something like this happen? Do you shop companies after you read a complaint? Isn't it so disappointing? I felt like I had to say something especially after I wrote such high praises about them previously-- I don't want anyone to think I promote this kind of terrible customer service!! Well, that's my rant for today! I promise no ranting tomorrow!! Have a fabulous day!