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Real Tapestry Complaint - Poor Customer Service

Review by Sturrock on 2007-08-29
TEMECULA, CALIFORNIA -- I ordered a tapestry on May 22, 2007. The website showed it was in stock. Got an email a week or so later saying it was not in stock and they had to place an order with the weavers. I figured big deal, how long could that take? After a month, I e-mailed again (you can't talk to anybody in person, you have to leave a voice mail) asking for an update. They replied, after a few days, that my tapestry was probably in the next shipment from the weavers--about 2 weeks. I waited 3 weeks and e-mailed again. This is when the "canned" responses started. "Your tapestry was non-stock." "Your credit card has not been billed". Blah, blah. I got about 5 of those. I asked questions about if the factory burned down. I asked if the poor little slave-labor children in Siberia were too cold to work. Nothing but "canned" responses.
Finally, on August 27 I received an e-mail saying my tapestry is being packaged and they are waiting for Fed-Ex to pick up. What? They didn't know it was coming? Are they that disorganized? As of August 29, I only have a Fed-Ex tracking # and Fed-Ex shows they picked it up. Hope it arrives and I hope it is the correct item!
Why didn't I cancel? We were having the house worked on and didn't really need it until about now. If I needed it sooner, I would have canceled my order and told them where to go!
Comments:2 Replies - Latest reply on 2007-08-30
Posted by Anonymous on 2007-08-29:
"I asked if the poor little slave-labor children in Siberia were too cold to work." Do you think that just maybe they heard this and thought you're a jerk? I did.
Posted by Sturrock on 2007-08-30:
Hi KenPopcorn,
I e-mailed about the slave-labor children after waiting over 2 months to get a real answer. This company NEVER gave me any answer but their standard "canned" response I mentioned. I figured I'd add a little levity in my communications with them, but they obviously don't care about serving customers. I was always polite and never called them names, but they still would never give me any real information, just "your tapestry is on back-order".
How does a customer get this kind of company's attention? I wonder if management knows how their customers are being treated?

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