I submitted an order on Wednesday, December 9, 2020, paid extra for 2 day shipping, expecting it by no later than Sunday, December 13, 2020, within 3-4 days (Sunday is my anniversary with my husband). There were no alerts, notifications, etc., warning me that I would not reasonably be able to have my package delivered within that timeframe. I proceeded with the order thinking I would receive my order within the timeframe expected, or I would NOT have placed the order.
I checked on my order Friday, December 11 2020 evening to discover that it was postponed to arrive Monday, December 14, 2020.
I contacted customer service to file a dispute and implement a return once I received the package, below is the following communication by myself & Adam & Eve customer service:
Me:
"Hi, I placed an order Wednesday 9th and paid for 2 day shipping. I hoped to have my package before Sunday 13th as that is mine and my husbands anniversary date. I tracked the package and now it will be delayed to arrive Monday 14th. I would like to cancel/return this order as I now have to go out and buy something I know I will have by the time I expected."
Adam & Eve Customer Service Rep:
"December 11, 2020
Dear Valued Customer,
Thank you for your email.
We apologize for the delay.
Due to the current conditions across the United States, both UPS and the US Postal Service were not able to process your orders on time.
Both UPS and the US Postal Service are working hard to resume normal operations.
Unfortunately, at this time we cannot guarantee when your package will be delivered.
Please note: The UPS Service Guarantee does not apply when transportation networks are disrupted due to events of this nature. As a result, we cannot refund your shipping charges.
If we can be of any further assistance, please let us know."
Me:
"I understand that you DO NOT guarantee when the order will be delivered. Big waste of money and time in this case. However, you still have not resolved my original dispute. I wish to return the items for a refund once received. Please provide me with the return policy and the necessary information to complete that transaction. Thanks for your time..."
Different Adam & Eve Customer Service Rep (A different rep responded to the same email thread):
"December 11, 2020
Dear Valued Customer,
Thank you for your email.
If you do not wish to keep the order when the UPS driver arrives, you can refuse the delivery.
If you are not home when the package is delivered, instructions on how to make a return are included inside the order.
Once the merchandise is returned to us, we can issue a refund. Please note, we do not refund shipping charges.
If we can be of any further assistance, please let us know."
*I just wanted to share, It's important for a business to provide proper customer service. Especially during these times, many are struggling. I don't think Adam & Eve deserves my DOLLAR VOTE. I will never shop here again, bad experience, poor customer service, waste of time.
Add your opinion