United States - 94608-1071
This is absolutely the worst experience I have ever had with an online order. I have spent thousands of dollars online. My order was place on December 14 and I was guaranteed Christmas delivery.
It is very important that children's toy's arrive on time. My first call was made on December 17 or 18 and was told the item was being prepared to ship and I could expect an email the following day with shipping information and it would definitely arrive for Christmas. I did not receive an email as promised. My second call was on December 20. They could give me no information regarding shipping but again assured me it would arrive on time. At this point I was getting leary and it was too late to go order from somewhere else. I also sent an email explaining the problem, asking for help, and expressing my frustration. To date I have received no answer to this email. My third call was made on December 22. Again they could give me no information as to whether it has been shipped or not. The Customer service representative promised that he would check with shipping and call me back. Guess what, he didn't call. I was left without a gift. I will never buy another LeapFrog item and will tell everyone I know of this experience. They need to get their act together or get out of the online business. The public needs to be aware of companies that do not care about their customers.
We placed an on line order at www.flypentop.com for two Fly Pen Combo Packs. Leap Frog Enterprises advertises that when you place an order for the combo pack you receive a free backpack.
Once our order was placed, and we attempted to confirm it, only one backpack showed up on the order. At www.flypentop.com your order, once entered, cannot be updated nor edited.
We placed numerous telephone calls to Leap Frog Enterprises, all of which required at least three hours of our time attempting to resolve this simple problem. When we finally reached a supervisor, named John, he advised us that in spite of Leap Frog Enterprise's and Flypentop's advertising, he, nor Flypentop could do anything to remedy the problem nor edit or cancel our order. John further advised us that there was "nothing we can do." He advised us that we cannot cancel the order, nor could he or the company send out an additional back pack. He advised us our only recourse was to receive the shipment, return it, and place two separate orders (which, of course, would not arrive in time for Christmas, and we would have to pay s/h cost two times). Their site , www.flypentop.com does not by the way indicate that orders must be separately placed to qualify for the special.
We only wanted to receive the back pack for each order, as advertised, so each of our children receive the same package from Santa.
Guess Santa won't be delivering a Fly Pentop this year!
Help. Does customer service exist anymore? This gross lack of customer service is a sure way to lose business (not that Leap Frog Enterprises cares . . . we are, after all, just one small voice).
Ultimately we want the product, but how can we in good conscious support a business who does not, nor cannot courteously and simply assist those who keep the company in business - the consumer - with both technological support and with basic customer service and courtesy?
Shame on you, John, for your lack of concern, unwillingness to find a solution to a VERY simple problem. And Leap Frog, you're belly up w/out a lilly pad to float on. Your is a technologically based company, get it together and modify your sites to accommodate the editing of orders, and teach your employees how to "serve" your customers, and check with your legal council regarding false advertising.
Thanks so much!
Clark and Terri Conrad