Folica.com — failure to refund / bad customer service
We ordered a straightner as a gift for Mothers Day and paid for 2 Day Air shipment - we did not receive it in the 2 days - in fact it took as long as it would have for regular shipping (long past Mothers Day). We got the wrong product - so I called and talked to 2 different Customer Service People - each one told us a different story about how their return policy works (each negative to what most companies handle this type of thing). They even went so far to tell me how UPS works - and I know for a fact how UPS delivers - their delivery days for 2 Day air, etc. Argumentative again! (See below).
We reordered the correct item - and was told that we would be refunded for the 2 day air shipping charge for the first item. This never happened!! Then when I called to check status of our new order - it hadn't even been finalized to ship! The lady in Customer Service verified that this was what happened and finalized my order and told me she was putting me in right then to ship my new order and also for a refund for the 2 day air shipment. Then we returned the wrong item.
I called today - May 28th to see if they had received it because I hadn't received a refund on our credit card. She said she didn't have record of receiving it - and it wasn’t until we found the tracking number that it showed they had received it on May 20th! She said she was going to put me in for a refund - but it could take 6-10 business days!! I told her - it's been 8 days (not business days - but close) and she informed me that she told me it would take this long to get a credit! I asked her - what is your process for handling returns!! They didn't even have it in their records that I had returned the item!!
She said that it takes their receiving department time because they get pallets of returns and they have to work throught them to find out who returns items, etc. I find it hard to believe - or maybe I don't considering how bad their customer service is - that they get that many items returned that in 8 days they hadn't recorded that my item had been returned!
If I hadn't called - and if I didn't have a tracking number - who knows how long it would take!
The customer Service person was argumentative - rude - and basically called me a liar because she said she told me it would take 6-10 business days to get a credit! I know for a fact she didn't tell me this - and when I told her that - she said - excuse me - I have it in my notes that I told you that! She was at this point 'yelling' at me - and basically calling me a liar because I told her at no point did she tell me it would take that long! Besides - on May 13th was the day I talked to her and that was the day she was putting me in for a credit for the 2 day shipping charge for the first item (the wrong item). Even if it takes 6-10 business days - I should have received that shipping credit by now!
I then said - well, it's been since the 20th that you received my returned item - you don't even show that it's been returned other then being able to track it via UPS!
I guess Folica relies on UPS's records to know whether or not they have received a return - or a call from a customer because they haven't received a refund! This is unacceptable in my opinion!
I then asked to talk to the owner. She wouldn't give me his name - or wouldn't transfer me to him - and she hung up on me!!! I couldn't believe this!
Not only are the people who take the orders not knowledgeable about their procedures for handling situations - they don't finalize orders to ship - but when they can't help you - they pass you off to customer service who aren't friendly - and YELL at their customers!!
Even though Folica's prices are good - I would NEVER order from them - and God help anyone who has to return something!!
BE SURE YOU HAVE YOUR TRACKING NUMBER - THEN BE SURE YOU CHECK WITH THEM WHEN YOU RETURN SOMETHING TO MAKE SURE YOU GET YOUR CREDIT!
I would rate this company very, very low! I would love a call from the owner to discuss the terrible service I received.
Buyer beware - and especially if you have to return something!!