Last night, I accidentally ordered a pair of pants while trying to get an estimate on shipping speed. Not only is the shipping going to take much longer than I’d hoped, I realized afterwards that I had the wrong size as well. No big deal, I thought, I’ll cancel the order.
Well, you can’t on their website. So I had to wait until this morning to call. I called them up as soon as they opened, hoping to get someone before the pants shipped out. And I did! Only, they still can’t cancel the order. They have to ship the pants across the country to me, and then I have to ship them back across the country to return them. The person I talked to even offered to print out the return label, and ship it with the pants!
Such a wasteful, broken system. I can only imagine it works the way it does to make people who have second thoughts on a purchase have to jump through additional hoops to cancel it.
Name and shame company.
Carhartt.
I did not expect that. That’s a big company.
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Not OP, but years ago I had my debit card info stolen. One of the purchases was for “The North Face”.
They made the purchases, had them shipped to their house, and out of the 33 purchases they made, The North Face was the only one that didn’t respect a fraudulant charge request.
They insisted I needed to send back the items for a refund.
Like…biiiiiiitch, do you not know what a fraudulant charge is???
Let me share a similar experience I had today.
Chewy autoshipped a flea collar for my dog that died last month. I contacted them and told them what happened, and they processed my refund immediately and told me to donate the collar to a friend or shelter when it arrives.
Not to distill your loss into a business lesson, but Chewy has a fantastic playbook they follow when a client’s pet dies. Expect some flowers & card from Chewy in the coming days.
They know that pet owners are incredibly likely to become pet owners again, and it’s a small write-off to convert a client into a lifetime customer.
Being good to your customers shouldn’t be some wild concept.
Right? They’ve manipulated me into giving them my business by going out of their way for me! The monsters!
Chewy is pretty awesome for stuff like that. Condolences for your loss.
I’m sorry, friend. I lost my beloved dog on New Year’s unexpectedly. It’s the worst.
I’m so sorry for both of your losses. I wish I could tell you that it gets easier but so far, one year on, it hasn’t. I suppose the corollary of them being your best friend is that one day, all too soon, you’re saying goodbye to your best friend. I hope you have nice memories together to cherish. (Also I adopted another little guy in need before I was emotionally ready, and that ended up being the best decision.)
Thank you. It’s been three months, and although it hasn’t gotten much easier yet, I’ve been thinking about adopting another rescue. My last dog saved my life in multiple ways.
As soon as I read “Chewy” I knew it was going to be a much more reasonable response. Sorry you had to go through that little reminder, though.
You’ll probably get flowers from them as well.
Wow that’s crazy.
I can imagine the situation where the order is committed and already getting processed in the warehouse and they don’t have a way to stop it going out the door, but if they’re able to intervene and add a return slip then that is just inexcusable
My thoughts exactly! Like if it were one of a hundred orders sitting in a pallet I’d get it. But I’m just imagining a cartoonish situation where the person on the phone is going, “these pants? This order right here? Ahh, yeah, I am physically incapable of not sending it out, but I can put a return label on it for you!”
When companies start telling you no for simple requests, just tell them they can cancel it or you can get your credit card company to do it.
Yeah, I really should’ve been more adamant about it. I was on my break at work and didn’t want to spend the whole time on the phone. I probably could’ve got a manager to cancel it or something. Probably still can. Oh well.
This is the way. As soon as they hear “charge back” they’re going to scramble to satisfy you. If they don’t, they have no idea how screwed they’re going to be after too many of those.
I’ve had similar with other items in the sense of wait several days, no shipping notice so a week later message to cancel it, then several hours later get a ship notice and reply that ‘oh it went out already and you would have to wait to send it back’.
I’m guessing to do with some kind of drop shop inventory nonsense, makes no sense otherwise.
Such a wasteful, broken system
That’s 90% of online shopping there. It’s hard to hear, but we as costumers are part of the problem. Stop buying so much shit online. Go to a brick and mortar shop. Touch it, feel it, try those pants.
Online shopping is a fucking waste and every day we have dozens of shipping companies coming to the city with their vans to drive through each street bringing small packages to every apartment. Polluting, blocking streets, increasing traffic. Just because we are too lazy to go to a shop and buy it in person.
We probably don’t even need it. And yes, I know there’s not a shop next to me that sells X or Y. Do you know why? Because we’ve been killing small brick and mortar shops for 20 years with our online shopping. We created this problem and we have to fix it. Fuck the “broken, wasteful system” and support your local shop.
Touch it, feel it, try those pants.
I really wish I could have. I never buy clothes that I haven’t already tried on, but I needed something specific for work, and as you’ve already guessed, the line of pants I settled on aren’t listed at any of their local-to-me retailers.
Though, full transparency, I took it a step further to make things worse by ordering the correct size through Amazon, since they’ll come in tomorrow rather than a week from now…
