![]() ![]() I probably would have never posted a complaint. ![]() ![]() She reimbursed my total amount - including the item I received (even though I insisted she didn't need to do that). 2nd follow up: Got hold of someone on the phone at B&BW Customer Care who was lovely. I asked him for tracking and after waiting 10 minutes for him to respond, he said he couldn't help me and ended the chat. I chatted with on-line rep "Rowan" who told me the other 4 items had re-shipped even though I have an email advising they were canceled. Follow up: I received my 1 soap, and thought I would start the hour-long process of trying to receive my refund for the 4 I didn't receive. Thank goodness I used a gift card, and my own money wasn't really affected. I've never had issues in the store, but after this experience, the company will be lucky if I use them ever again. Because I used a gift card, I was supposed to be reimbursed - but I'm still waiting for the e-card, as well. So here I am 2 weeks later still waiting for my order of now, one (1) hand soap. Ryan said he would replace my order however 4 of the 5 soaps had been discontinued (?). I waited a week later and chatted with their online "person" named Ryan. duh!) The rep said (in extremely broken English) that he couldn't help me and maybe my package would be found. (No kidding my package was lost - that's why I called you. All the rep did was read the notes the carrier put under my tracking#. Obviously B&BW outsources their customer service calls which makes the experience even more difficult b/c there is a language barrier on top of already being frustrated. I ordered 5 hand soaps from B&BW, but my shipment got "lost" - their carrier's words, not mine - and was "undeliverable". I'm so disgusted and offended by her comments! I refuse to be treated like crap. I told her that when I pay my hard earned money, I expect to get what I pay for EVERYTIME! and if there is an issue, I will report it EVERYTIME. She then went on to say that my account was under review because I've been having too many issues and corporate would look into every single issue with a fine tooth comb and there are cameras.wait, what? Cameras? I said are you accusing me of something? Completely accusatory and almost as if she tried to intimidate me into not reporting my issues. I asked to speak to a supervisor Esther (the worst customer service experience in all of my years dealing with BBW) she said she couldn't honor what the csr promised and I asked her to forward the call to corporate. I had an issue with an online order so I contacted BBW csr, the rep basically promised me something he couldn't honor and didn't even bother to put the notes in the system, so when I called back to get what he'd promised, I looked like a complete idiot trying to explain. I waited almost 30 minutes and was then transferred to a CS rep who refused to send me to a supervisor. Eventually they said I would have to call to speak to a supervisor. I repeatedly asked for a supervisor and was met with weird messages saying that they have been in my situation. Emma then started sending me weird messages trying to sympathize with me, and would not help me. ![]() I confronted Emma about the lie and said I wanted to talk to a supervisor. The associate “Emma” tried saying that the package was returned undeliverable. I used the Chat feature to get assistance. So two weeks after it was supposedly shipped to me it still hadn’t been transferred over to the delivery carrier. It showed that it was NEVER given to the carrier. After waiting over 3 weeks for my order to be delivered from the shipping confirmation email I received, I decided to check back and track my package. ![]()
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