The complaint has been investigated and
resolved to the customer's satisfactionResolved Apparelus.com — No customer service
resolved to the customer's satisfaction
When I placed my internet order, a couple of hours later a rep with a thick accent called me and left a message saying that me that my credit card information was 'lost' and she needed it again. I called her back and she clarified, saying that 'it was lost when we update de system'. I have never had a problem with a wholesale company that I chose, so I gave it to her again. I probably shouldn't have. Looking back, it seems like my order should have been lost too if that was the real story.
I ordered about 24 items from this company and 4 of them were dirty. There were black stains on them that would not come out. 1 of them had a rather obvious flaw in the screen printing.
I contacted them at once via email. I was polite, told them the problem and the next day, a Yavar Assil got back to me and told me to call customer service. This is the first thing they did wrong. I did contact customer service by emailing him because he is the sales service manager. He did not want to deal with my problem via email, but rather wanted to delegate this part of the problem, thus making me work to get in touch with them.
I was a little perturbed by this, but okay, I thought. They will take care of it when I call. So I call the number. There is a busy signal, no opportunity to even leave a message. I don't have time to chase these people around, so I emailed him, telling him to get in touch with me as soon as possible and gave him my phone number. I have never had the experience where a credible, professional business calls about an important matter and doesn't leave a message. If a strange number contacts me, I wait for the message.
No message was left...for a week. I figured this was plenty of time. I contacted him again. He replied that he had tried to reach me but I didn't answer. I said that he needed to leave a message if there is no answer. I said to give me the phone number he would call me from so that I could save it to my phone and anticipate the call.
He never replied to that message, but rather ignored the request for more information. There was a phone number in the message, I will admit, however, there was no guarantee that this was the phone line he would use to contact me. I ended up just picking up when he called a few hours later and hoping that it was the person I was expecting. It was. So he asked me what the problem was AGAIN. I had to repeat myself. Then, without telling me what was going on, he transferred me to someone else.
I found myself talking to someone who spoke bad english and could not understand what I was saying either. It took a long time to look up my order and she seemed to have incorrect information about my order stored in the system. Her english was so bad that it could have been correct & she was unable to spell it back to me right.
She said she was going to send me a return authorization number to my email address at that moment. I tried to verify the correct address with her by spelling it out, but she didn't quite understand so I said i would stay on the phone with her until i got the email message she was sending. I tried to be patient with her, but later on, she either hung up the call or tried to place me on hold and disconnected the call by mistake. I never got a return authorization number or an address to send the items back. There is no physical address on the website. She had said she would email me, but the email never came.
By this time, i was pretty PO'ed. This thing had been drug on for over a week now and there had been plenty of contacts with the company that were very unsuccessful in resolving the issue. I wanted to give them the benefit of the doubt but it was becoming painfully obvious that I was being given the runaround, pushed to the side and/or not taken seriously. I emailed (the sales service manager) to tell him what happened. I also warned that if they didn't refund me, I was going to have to get in touch with my credit card company and post on the internet that this company was wildly unsatisfactory.
Instead of trying to take control over the situation & redirect it, he only fought back at me in his reply. He said that he didn't know why I was saying what I had said and that he would be 'happy' to dispute the chargeback. It is surprising that this man did not understand why a paying customer would be angry after being treated this way even though they had been patient and polite with him and his company in the beginning.
I have just gotten off of the phone with discover after having told them the whole story. I got a provisional credit and they are working on this very valid claim. This...20 dollars worth of the purchase, 4 items...was all I wanted to resolve with apparelus.com and they couldn't even handle that. The sales manager himself couldn't handle a simple issue and showed immaturity in his response. I would not recommend this company to anyone. I am glad that the amount was not significantly more.
If you need to find a wholesale company, there are plenty out there that have nice inventory, but will not put you through this nonsense. I have always been able to resolve problems amicably with wholesalers until this point. The customer service at apparelus.com is really out of the norm. Avoid them and any retailers that bear any resemblance to their website or other associated materials.