Michael Kors / lack of follow-through
below are parts of my email to michaelkors.com:
"i am a canadian customer who has been trying to place an order on your michaelkors.com website using an american shipping address. i have been told that international customers are now welcome as long as the shipping address remains within in the US.
i would like to bring to your attention my experience of trying to do exactly that - in which i have placed several orders in the fruitless attempt to purchase two separate items - all ending up being rejected by your system. subsequently i, of course, also talked to your “style consultants” on various occasions and was first told that this might have something to do with my CC (= lacking funds), next i was told that this might be due to a possible mismatch of my (canadian) billing address with the address my CC has on file as the system of your company is apparently especially sensitive to prevent fraud.
fyi: the card i am trying to use is a platinum american express and i have NEVER experienced this level of problems with any of the hundreds of purchases that are annually routed through this card - be that in canada, the US or anywhere else in the world. i can assure you that lacking funds are also not an issue - and certainly not for such a relatively minor amount.
in any event, i also talked to amex on several occasions to find out whether the problem might be on their end and to ensure that i use the exact same spelling/punctuation etc. as per their record for the (repeated) order on your website. i even added the recipient (a friend in massachusetts) temporarily to the card. all to no avail.
in summary, my ‘shopping-experience’ with michaelkors.com has been below subpar - not only due to what i perceive as a glitch in your system but also with regards to the follow-up i experienced.
according to the notes on my file/s, several orders were “escalated” - yet i have still to receive any feedback on either of them.
since i also talked to your “style consultants” on various occasions to find a remedy for this situation, i ended up being promised by the first two people i spoke to that “someone” would get back to me “by the end of the day”. those days passed and two other then promised that they, personally, would get back to me - again, of course "by the end of day" - which never happened.
in fact the last person i talked to appeared to be especially eager to solve the problem/riddle and made the repeated point how she would personally take this case on - for days if necessary - and keep me in the know - no matter what the outcome "by the end of the day" - only to then also never to be heard off again. after two more attempts during consecutive days to reach her, including leaving messages for sheila - i am now giving up on michael kors altogether.
while everyone i talked to appeared very friendly i am not exactly sure what upsets me more - the disappointing system that cancels the order after first accepting it, the people your company sends to the forefront with the pompous label of a “style consultant” or, in fact, those working in the background who are equally incapable of following through with the simple request to provide an update let alone an explanation - even if that is a simple: "we don’t know…"
while this email might reach the same people whose competence i have already tasted, i do want to let you know: i am usually a very patient customer but in case of these repeated promises, not only do i feel deceived but actually ridiculed."
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