La Redoute Complaint - La Redoute - My First and Last Time Shopping There
ONLINE, NEW YORK -- I have been very frustrated with the customer service I received this past week from La Redoute. I have not been treated fairly and I resent the way my complaint/concern was handled.
I recieved a postcard in the mail 5/11 from La Redoute for a backordered item stating it was even further backordered & that if I didn't want to wait that long, I should call the 800 number listed to cancel. I called 5/12 and spoke to a young man who informed me I couldn't cancel because the item was already shipped out and I should receive email confirmation the next business day.
I checked my email 5/14 and no confirmation came, so I called again to inquire. I was told that the item had not been shipped but was being processed, so cancellation was still not an option; I asked to speak to someone above her. At this point, I wanted either an email confirming shipment or to be able to cancel, but she couldn't provide me either option. I was again told by a Representative in Customer Service that within 24-48 hours I should receive email confirmation.
When I still hadn't received a confirm, I called 5/16 and spoke to a baffled rep who informed me that he was not sure what to tell me because my order was not shipped, but he wasn't sure of the status. He transferred me to a Customer Service rep who was also not sure of what the delay was, as my order was showing a ship date of 5/9/07; she took my number and assured me that she would pass my number and case on to an analyst and that I would get a call back regarding my query/complaint.
After waiting 48 hours (I was told 24) and still not receiving a call, I called again to speak to someone in charge and was greeted by an argumentatve Customer Service Rep who informed me that my item was shipped, but no confirmation could be sent after the fact and that he wasn't sure why my email confirm had "slipped through the cracks." I told him that I was not willing to take his word for it, because all the assurances I got the past week were not followed through on. I asked to speak to a supervisor, but he told me they would only say the same thing he said. I told him I didn't care for his tone and that my beef was not with him so he finally transferred me to a supervisor.
The supervisor immediately informed me that he also could not accomodate me with a written confirmation. I told him this was not acceptable after all that's transpired, so he transferred me to internet support. Then she told me that no email could be sent to me, nor could any invoice be faxed to me and that I should rely on the order status on their website as my confirmation (incidentally, I also emailed them about this, received a non-commital reply referring to the order status link, which was altered since my email).
I have never been treated so poorly by an online retailer in my life! I was mislead and misinformed the entire time and pretty much none of them were willing to assist me by giving me what they were supposed to provide me with in the first place.
La Redoute held me hostage for a week without giving me adequate answers or even the courtesy of contacting me to explain the problem/apologize. I have not asked them for anything I shouldn't have received in the first place. To date, I don't know if the order was actually sent out because the refuse to send me a confirmation in writing.
I will never shop with them again. This has left such a bad taste in my mouth.