Ideel Customer Service Contacts
New York, New York
United States - 10018
I really really wanted to give them a 1 star but I'm trying to be fair. So I'll start w/ the POSITIVE: - Sometimes they have better prices for identical items seen on Gilt and Ruelala.
Unfortunately the NEGATIVE outweighs the positive:
-Sales are not as good as on other sites (lesser known brands and I rarely see anything I like.)
-Items take a long long time to ship. Sometimes up to a month.
-Shipping is more than on other sites $9.95 (enough to deter me from buying something if there is only 1 thing I want).
-Shipping, coupled w/ customer service is just terrible. Items sell out and no one tells you so you get a package w/o half the things you ordered and you have to research why. I ordered something recently and they just decided to redirect it from UPS to USPS and I had to go to the post office to pick it up. Except I had it shipped to my parents' and I don't live there and they can't pick up a package for me at the post office because they are not me (and you need ID to pick stuff up). Also, I just paid $10 shipping for regular mail when I was told it would ship UPS.
-Their website is SLOOOOWWW or sometimes doesn't work at all. I've gotten way too many errors when trying to use their site.
-The real kicker for me is customer service. I mean it is just beyond terrible. I had emailed them w/ a problem, and they told me one thing. Then I waited and received nothing. So I chatted w/ customer service via their chat and was told they'd refund me. That never happened. So I chatted w/ another customer service rep via their chat and they were totally unhelpful. I had to give them info. They had no idea what I was talking about. I had to copy and paste emails and former chats into the chat, then they put me on hold for a while until they could figure it out which they never did. And then they would not even compensate me for my inconvenience as a courtesy. They said they don't operate that way or something. (FYI, Gilt gave me a $10 credit just because I wanted to buy something that the site told me was available but was sold out). I tried calling the customer service phone # and had to leave a message. BTW no one has called me back.
Honestly, so not worth the hassle. My last order will be my last. And the only reason I placed it was to use a store credit I had so I never have to shop w/ them again. Use Gilt or Ruelala instead. The sales are better anyway.
I bought three dresses on Ideeli more than a month ago and decided to return all three of them because none of them fit. After a few days, I received an email saying that they received two items and issued me refund for those two items. I was very confused because I sent back all three items in one single package but they said they only received two. So I contacted customer service and the representative told me that they DID receive that third item and will be issuing the ADDITIONAL refund within 7-10 days. Then more than a week passed and I didn't hear anything back from them. So I contacted customer service again and this time they told me they never received the third item. After that we had more than 10 email conversations back and forth discussing how the customer service can tell the customer that they received it at first and then tell the customer that they never received it. All I got was the same answer (that sounds like a copied and pasted one) where they said sorry blah blah blah and we will talk to UPS about this issue. So what am I supposed to do??? Just wait here and let them say whatever they want to say??? If Ideeli was the party that lost my item, I have no right to complain/get my refund back but to let them take the money away from me??? I have wasted so much time and energy on this. And I swear I will never purchase on Ideeli EVER AGAIN!
The quality of their merchandise is deplorable. Stay away from the unknown brands, they look nice on screen but you will get k-mart quality and pay more. Even after I realized this, I stuck to better known brands and received some damaged/defective merchandise. At first I thought they were flukes so I continued to order (lured by their low prices) and it became a running joke:
-A sweater with one sleeve longer than the other
-A dress with a hem that completely unraveled
-A dress that was about three sizes too large (wrong tag?)
-A top with one armhole longer than the other and twisted/lopsided
-A mirror very unevenly painted and broken
CS hassled me every time for my shipping refund. Had to email pictures and wait days for reply and return approval. Received "courtesy credit" of $25 each time which was just bait for me to order more defective merchandise. NEVER SHOPPING THERE AGAIN.
I ordered a necklace from ideeli on 9/18/12. Received the item on 9/21/12 broken in half. Completely damaged. I contacted ideeli via [protected]@ideeli.com on 9/21/12 providing details regarding the damaged necklace. Ideeli sends an auto response stating the following: "Your question has been received. At ideeli, we pledge to respond to your issue or question within 24 hours. We’re proud that our typical customer service response time is under 4 business hours, so you can expect to hear from us within the same day." Ideeli claims they have business hours M-F and Sat. To date, (9/24/2012) I have not received a response. This company has very poor customer service. I will wait one more day for a response. If no response is received, I will have to take further action.
I ordered a dress from ideeli and they sent me an email saying they were unable to complete the order. They issued a $10 voucher and promised free shipping on the next order I place. I talked to a woman on their chat service, and she was nice while I was obviously frustrated. I asked why the vendor couldn't fill the order and was told first that they didn't send the item and later when I pried a bit more, that the item "wouldn't pass ideeli's standards for quality." Ok. Fine.
That being said, I find it absolutely ridiculous, especially with the way the site is structured, that when an item is listed as "in stock" that they cannot complete my order do to "an inventory problem." I also understand that there is a quality standard, but why would you evaluate an item after you already decided to sell it.
Then, I get on here and a few other sites, and oh my gosh the reviews... The fact is that a website that clearly needs to function on efficiency is obviously lack just that. I also work in customer service. If I had to apologize as many times as the rep Jason Faria from ideeli.com does, then I feel like I would have to bring that to my superiors. Maybe that has happened, but ideeli has no improvements to show for it.
I do not think I will be using either the $10 voucher or the free shipping as I just cannot trust a company that says "we're always looking for ways to improve our members' shopping experiences and are very open to feedback and suggestions" and "our number one priority is providing great service to you" and there are no obvious markers of improvement.
I never had a problem with Ideeli until I mistakenly mailed them an item that I mean to return to another site. Getting anyone to tell me where this item might be in the warehouse would probably take an act of God. Countless emails and requests for assistance have gone ignored. Their "customer service" telephone number is an answering machine that is ignored. I can only imagine where my $400+ item is, but I would not be surprised if someone took it home with them.
I thought I was placing an order in order to use a $58 credit that I had available. I even got an order number. When I went to check the website for order delivery information it showed that my order did not go through and I had a balance of $58. It showed me my order and asked if I wanted to reorder. Of course I said yes, because I wanted to use my credit. The website then asked for my credit card info. I thought to myself why when I have more than enough credit to cover the order in full. I decided to "speak" to a representative. I spoke to Esther. The entire "conversation" was confusing. Esther didn't know if she was coming or going. She gave me so much misinformation and blamed it on the computer system. She asked if she could call and I said yes. Over the phone she told me that according to Ideeli's policy I must give credit card information even if I had sufficient credit. I informed Esther that I did not trust Ideeli's system enough to given my credit card info because I might get charged and Ideeli may issue me another unusable credit. She tried to understand my misgivings with Ideeli's system but reiterated the policy. I asked why I just couldn't order the merchandise with her on the phone using my available credit and she stated she could not do that and I must give my credit card info. I refused to do that and she stated there was nothing she could do for me. She wouldn't get anyone else on the phone because no one could do anything for me. So, even though I already took a $10 hit on the shipping the entire amount is now a bust because Ideeli will not allow me to order merchandise without using a credit card! What a shame! Ideeli should be very ashamed of their policy. I would understand if I owed a balance, but that was not the case. I will have to agree with order negative reviews. I am happy that some people are comfortable inputting their credit card info. That is not a chance I am willing to make with a company that refuses to work with me. I have learned my lesson and will ensure that all the women I know, which are a lot because I am a nurse at a major teaching hospital, know not to shop with Ideeli unless they are willing to risk losing all their money.
Dealing with its customer service is just like hell. For your mental sanity, do not buy from them. You may get lucky and you may not have to deal with them at all, but if you have to, the hassle you have to go through is just not worth it.
I don't have time to write the full version of my experience, but to make the long story short, they processed a wrong item as returned, and I wrote them to correct it. But they insisted that they were right, when it was obvious that they were wrong. I had to waste so much time going back and forth with them, because they were not capable of going back to review the item returned and verify.
Also, if you did not know already, they don't give you refunds. All you get is store credit, so even if your experience sucked and you do not ever want to do business with them again, you are basically stuck with them until you spend all your money unless you give it up. If you erase your account, you'll lose all your money that they're holding hostage as "store credit" - they don't give it back to you.
All in all, I would NOT recommend Ideeli to any of my close friends - they will hate me for it.
Ideeli sucks. Bottom line. I had to contact customer service several times about an item that I was charged for, but never received. After several weeks I contacted them again about a refund. 2 weeks later received refund for the item only - no shipping not even tax. I will not buy from them again. It's just too hard to get good customer service.
I can only agree with just about everything everyone is saying here. WORST CUSTOMER SERVICE ERROR. I currently live in Denmark and had to come home for a family emergency and had a package from ideeli at home waiting for my dad to ship for me home to Copenhagen good thing he hadn't as it would have been a waste of his time and mine. These jokers first of marked on their site that both of my items were shipped as I ordered two of the same item so when I opened my package and saw only one was in there I was pissed to say the least. Why didn't the bother to send me an email or even mark on their site I only got one? Then to make things worse they tried to pull a bait and switch on me sending the mini back up I luv battery and not the large I ordered. Really like I wouldn't notice? It doesn't even work for my iPad and to boot it was a cheaper item. Not a happy camper. So I tried to call no phone number listed more red flags. Then I get someone on iChat who was no help. Offered me store credit I said um no as I will never use you again and I want a full refund. He said ok but I had to send the item back which also came in a damaged box btw. I said sure but I wanted the item I never got credited now and said no, other item had to be returned first. That makes no sense I never got the item so give me my money back. I got the return label on the product I did get and I will return but these jokers labeled it as the product I should have gotten and not what I actually got. To make matters worse the only reason I, placed the order was because I got an an email saying that my wait list was over and item became available when it apparently never was. So sure you want my money and don't want to give me the product nice sceme you have going. Off to the media and better business bureau I go stopping at some friends along the way to stop even looking at their site. Oh and ps I got a number that no one bothers to answer lovely.
Ideeli sent me what they had on hand as opposed to the exact item I ordered. They pictured one thing and mailed me a completely different item. I called, e-mailed (pictures of what was order and the botched item sent), and chatted. They rarely answer the phone, and chat stated they are sorry I "felt" I was sent the wrong item. If I order a black pant and was sent a hot pink mini I did not feel I got the wrong thing...I did get the wrong thing. In Desperation to get the right item I tried again. Ideeli can not be compared to similar sites as it is clear they have no idea of what is being sent to customers, and they do not seem capable of understanding bait and switch is illegal and bad business. Ideeli is not interested in sending the items pictured- they will send what they "feel" is the item posted for sale. It only took me weeks to get my refund, and this last order will be just that if they send me the wrong item again. I wish I read these reviews before I shopped with them.
This site is absolutely unprofessional and disappointing. Their delivery is a joke. What is that bs they are doing with transfering packages from UPS to USPS. If I wanted a $#*!ty USPS delivery I would not pay a whopping $10 for it. My package was scheduled to arrive on Dec 15th, sure enough it got transfered to my local post office. Christmas and Hannukah are here and I have no package. Is it lost, stolen, never sent? Who knows! The live chat people over on ideeli don't know anything and can't locate my package! What did I pay $10 delivery charge for? So it can get lost? On the holidays no less? And it's not the first time either. Ideeli either needs to change the way they do business/delivery or they will be fast out of business! By the way, I live in NYC, there is no reason a packge should take two weeks to get delivered after being sent!
Unfortunately, I have not had a good experience with this place. It’s actually a bit of a joke. You...
The estimated delivery date was way off. I was expecting a package to come in two weeks, rather than one week. this would seem like a good thing, except I didn't keep my eye out for it, and my package was left at the post office for about a week and a half. Additionally, the website promises UPS shipping, which is not true. UPS ships it to the post office. In my case they shipped it to a post office about an hour away. (very inconvenient.) I contacted the post office, and they did not even have my package! When I contacted customer service, they just said "sorry", and told me some BS about how they tried to use the postal service to deliver the packages so that it is delivered by "the men and women who know you and deliver your mail everyday". Hello!!! I live in New York, no one, let alone the mail man give a crap about who I am and what mail I get. ridiculous. very disappointing. unprofessional, and customer service was unhelpful.
Ideeli's shoddy customer service is something I had only heard about...but I have proof now. I have never heard a business tell me that they will not send me an update on my shipping estimate if in any case the merchandise does not ship within the designated dates. It is sad that only after I told the agent that I am going to post this conversation on this forum, did she offer to send me an update about my order. I have purchased other stuff from them before and was pretty content with their service, but after this exchange (see below), I will never shop with them again...!!!
ideeli Member Specialist: Welcome to ideeli – how can I help you today?
anamika barman: Hi I would like a shipping estimate
anamika barman: it says between Jun 14-20th
anamika barman: Order Number: [protected]
ideeli Member Specialist: Then as long as the vendor supplies us with the merchandise as they say they will then the orders that are placed for that particular item will ship sometime between those dates.
anamika barman: What if it does not ship within those days
anamika barman: will I get an update?
ideeli Member Specialist: If you do not see an email with your shipping confirmation within those days you can email us or simply get on chat again and we will credit you back for the shipping charges.
anamika barman: Ok...and what about the merchandise?
ideeli Member Specialist: It is not very often that the vendors are late supplying us with merchandise so chances are your order will ship no later than the 20th. We refund for the shipping charges if we are late shipping but no further discounts on the merchandise if that is what you mean.
anamika barman: Well...I guess my question was whether I would get an update about when the merchandise is expected or could I get a store credit for the merchandise if in a rarity (as you say), it does not reach on time...thanks
ideeli Member Specialist: Your next email you will receive is when your items ship. We do not send emails updating customers if a ship date is to change.
anamika barman: Wow...that's fantastic...I am going to put this whole conversation up on complaintsboard just to make sure people know how helpful you guys are
ideeli Member Specialist: If you would like me to watch your order I can and update you if your order does not ship as expected.
ideeli Member Specialist: I do not have an agent number, sorry.
ideeli Member Specialist: My name is Debbie and I would be more than happy to personally watch your order for you and give you updates if your ship dates change.
Ideeli sent me a completely different item from what I ordered so when returning the products, I was told that I would receive a refund on my shipping. 3 things that show what HORRIBLE CUSTOMER SERVICE Ideeli has:
1. When I returned the items, they claimed that one of them was not in the package...absolute lie
2. I had to email/go on live chat More than 10 times and have STILL YET TO RECEIVE A REFUND.
3. No one EVER follows up and returns my emails.
If I do not receive my RIGHTFULLY due refund, I will be initiating a chargeback for the full amount. I SUGGEST EVERYONE INITIATE A CHARGE BACK for what Ideeli Stole from you...if you do not know how, let me know and I will show you. This is the worst site ever and considering how Ecommerce stores thrive on customer service, Ideeli is for sure doomed.
This company has owed me money since August 2010 and refuses to credit me for my returns. I have been trying to deal with this since August 2010. Their customer service is abominable, and I have now read numerous complaints just like mine on websites all over the internet, as well as with the Better Business Bureau. They do not offer a customer service phone number as they prefer for you to deal with their online representatives. I have done just that, as well as obtained the hard-to-find phone number, and have been given a runaround from all ends. I have been treated rudely, lied to, and more. I have been promised a refund and a callback to confirm this several times, but this never happens. I have even requested that Jason Faria, supposed head of customer service, call me, but this too has been ignored. This company owes me $523. Paul Hurley, the CEO of Ideeli.com needs to be made aware of this all too common situation by as many consumers as possible.
I no longer have an IDEELI id, I decided it best to cancel it. I really wish your company worked as hard at...
I have serious doubts that their products are original, the boots I received today worth soooooo far less that what I payed for them. They have not quality at all, It is clear they are not original, so bad I can not return them. Waste of money, do not buy from them.
This is my NIGHTMARE experience with Ideeli.
I ordered a hair dryer which I received fine. The company then sent me two more hair dryers I did not order. After several emails and phone calls I was told I would receive shipping labels to return the two boxes. They of course never sent me the correct labels after I requested them several times. I finally sent the two packages back to avoid being charged for them - it cost me $26, more than half of my original purchase.
They have refused to reimburse me the money I had to spend to fix THEIR mistake. I posted a complaint on another site which they replied to telling me how badly they wanted to fix my problem and how sorry they were I was unhappy - of course they didn't do anything to fix the problem. I have since seen from other complaint sites that is just another one of the games they play. They don't care about their customers and will give you the run around until you are blue in the face. I wish I had read the countless complaints about this company all over the internet before I unwisely gave them my business.