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Kristin of Omaha (1/18/03):
I ordered chocolate hearts for my wedding. Their web site states that Chocolates by Madelaine are 64 pcs/lb and 5 lbs are $32.80 so I ordered 25 lbs for a total of 1600 pcs. When the order came it was only 40 pcs/lb for a total of 1000 pcs in 25 lbs. I have emailed them and they fail to see how it is false advertising even though I was shorted 600 pcs. The customer service representive Edna has been very rude and I have been unable to resolve anything.
I would now have to send another $130.00 to get the amount of chocolates that I thought I was ordering in the first place. I don't have enough chocolates to use at my wedding as it stands.
The company responds:
We never advertised what she is saying and offered her a refund. The customer was
extremely rude to our employee by yelling and screaming at her. It's perfectly ok
to get angry (especially as your wedding day approaches) but there is a point where
constructive dialogue ends. We instruct all employees not to take verbal abuse.
Our policy allows employees to work in safety rather than as robots without
feelings. The job of a customer service representative is to deal with problems and
complaints; however, they must be empowered to stand up for themselves in certain
situations.
We answer the phone with live humans rather than asking customers to e-mail because
we want to solve problems quickly. Everyone hired at Candy Direct is quite friendly
and eager to help customers. Candy Direct is not in the business of losing
customers. Customers pay our bills.
Stephen Traino
President/CEO
Candy Direct, Inc.
Greg of Custer MI (2/14/04):
I ordered and my credit card was charged for a candy basket for my terminaly ill wife for Valentines Day. I ordered it 2nd day air (Airborne Exp) on the 10th of Feb. I called them on the 12th. They said it was shipped on the 10th, but by US Postal service. They gave me a tracking number which I checked out to find it was never shipped.
On the 13th I called Candy Direct, A female put me on hold for awhile, later to come back online to tell me they need to call me back so I am not on hold. They never did call me back. Now it is the 14th, with no gift for my sick wife. They had no problem charging my credit card including 22.00 for Airborne Express. No phone call, no apology, nothing from them.
The company responds:
I did some research on this order and see that we shipped his candy on the
10th but it did not arrive until the 17th. The Valentine's Day holiday is
one of the busiest times of the year for our business and we do our best to
make sure all orders arrive correctly. The bouquet should have easily
arrived before the 14th; however, sometimes delivery services can be slower
than they advertise during major holidays.
It looks like we did not handle
our customer's phone call correctly and I am analyzing his comments to
improve our systems. Meanwhile, over the past several months we have hired
additional customer service representatives to help handle call volume. It
looks like our customer service people came through and did their job
correctly when they refunded the customer's credit card in full on February
17th. The candy cost was refunded along with the delivery fee. Of course,
this does not totally fix the problem that occurred and for this I am
personally sorry.
Stephen Traino
President/CEO
Candy Direct, Inc.
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