FansEdge.com Complaint - Promise X-mas Delivery & Ship UPS Slow Mail
NORTHBROOK, ILLINOIS -- Ordered a MLB replica jersey for my son as a X-mas gift. Order arrives and find a stain on the front of it. Call on the Monday prior to X-mas and sit on hold for 10 minutes prior to being hung up on. Call back and sit on hold another 10 minutes and then told item will ship out same day UPS ground in time for X-mas delivery. I question if it will make it and I am told we are still in delivery time frame. I receive a return letter by email and I have it picked up the same day. Item ships the next day (Tuesday) UPS Basic (this is when UPS drops the package off at the Post Office meaning "Slow Service" at a discounted rate. I get the tracking number which provides info up to when it arrives at the post office. From their no tracking info. I send an email (Monday after X-mas)asking for a call and never receive a call. Package finally arrives a week later (Wednesday). On Thursday I receive an email crediting $4.95 for my original freight. I call on Thursday and sit on hold another 10 minutes until I speak to a 2nd level representative who offers 10% off. I tell them I'm not impressed and they ask what would work. I suggest 25% off and she says she is not authorized and needs to ask a manager. She asks if I will hold and I tell her to call me as I have already sat on hold for a combined 30 minutes and 54 minutes in total call time. Needless to say my time is worth a lot more than $7 for an hour off trying to get something I ordered. I suggest she speaks with Kevin Bates (President) and she says she will not speak to him instead her manager. One hour later.... 15% equaling a total of $15 off. WOW!!! I will tell all of my friends how impressed I was with FansEdge.com. They budged an extra 5%
Customer service 101 says if you have messed up, fix the problem even if it means you need to spend a little extra on upgraded freight ( ie UPS 3-day Service) instead of further disappointing your customer sending a replacement UPS SLOW. The thing is they are still making money after 25% off.