Xperience Daysrude customer service

M
This review was posted by
a verified customer
Verified customer

I just got off the phone with one of Xperience Days customer service representatives and she was not very helpful and in fact was very rude and ###. She was taking a very impatient tone with me when I am the one who is hassled by all of this.

We mailed back our gift card that we purchased be exchanged back in June and have not gotten a notification at all so we checked on the USPS tracking number [protected] 7447) and it said: "We attempted to deliver your item at 11:28 am on June 29, 2010 in HOBOKEN, NJ 07030 and a notice was left. No further information is available for this item. "

The Xperience Days representative said that they did not receive any notifications whatsoever and left it at that. She said that it isn't possible that the postal service left a notification because they dont have it that. So am I to think that the postal service is giving me the wrong information? Could it not be possible that someone from Xperience days' end made an error? Instead of saying she would look into it, she was very dismissive and basically sent the message: not our problem, not our money, go figure it out yourself!

I am VERY disappointed with the level of service that I received and hope that someone NICE to get back to me. But reading the complaint another complaint filed against the, I doubt anyone will respond to my email. I paid money for that gift card and would like to use it. Unfortunatley, looks like I am on my own here.

Responses

  • Xp
    Xperience Days Inc Aug 19, 2010

    Mariel Firmacion contacted Xperience Days Customer Service, frustrated by the US Postal System. In her agitated state, was unwilling to provide the Xperience Days Representative with sufficient information in order for the Representative to fully assist her, which only led to further frustration.

    Mariel Firmacion contacted Xperience Days Customer Service on August 4th to request information regarding a tracking number given to her by the United States Post Office. When the call was taken, Ms. Firmacion gave the Representative the tracking number for the Certified letter without providing her name or any further information.

    The Representative tracked the package via USPS.com and viewed the same information available to Ms. Firmacion. The Representative then checked with the appropriate personnel to see if a notice was in fact received. She then informed Ms. Firmacion that a notice was not received, nor is it standard behavior for mail carriers to leave a notice during hours of operation when items are typically delivered.

    The Representative inquired as to the full address that Ms. Firmacion sent the Certified letter, to which the response by Ms. Firmacion was curt and unhelpful. The Representative then suggested she speak with the Post Office as Xperience Days is only able to view the same information available to the general public and notification regarding the parcel had not been received. The Representative was in no way dismissive nor did she even suggest that it was not our problem, not our money, or that Ms. Firmacion “go figure it out herself”.

    Ms. Firmacion hung up without providing her name or other information which would have enabled the Representative to assist her further.

    Following the phone call Ms. Firmacion sent and email to Xperience Days, similar to the above complaint which only then provided us with enough information, such has her name and email address, to investigate the situation further. The reply to Ms. Firmacion’s email is below:

    “Thank you for contacting Xperience Days.

    The Customer Service Representative did provide accurate information; there was no notice left in our office for the parcel. In fact, the information posted by USPS for the tracking number provided is incorrect and the error was made on their part.

    Upon further investigation, we found that not only was the package delivered and signed for on 6/28/2010, but that an Xperience Days Account was created and credited on the same day according to the instructions provided with the certificate.

    Two email notifications were sent regarding the receipt of the certificate, account creation and credit to the yahoo.com email address provided by the recipient of the certificate, Sebastian Santos.

    If you have any additional questions, please contact us at [protected] and we will be happy to assist you.”

    Unfortunately, already frustrated by inaccurate information provide by a third party, Ms. Firmacion chose not to provide the Xperience Days Representative with the information requested during the initial call, which would have enabled the Representative to fully assist her; letting her know that the parcel was in fact received and the requested for exchange fulfilled over a month ago.

    0 Votes
  • Mf
    mfirmacion Nov 10, 2010
    This comment was posted by
    a verified customer
    Verified customer

    It's nice to see that you all have time to answer these complaints but when it comes to actually helping out the customer your representatives are rude and can't spend time helping the customer out. Maybe you should check your reps instead of constantly pointing fingers at your paying customer.

    You say that, "When the call was taken, Ms. Firmacion gave the Representative the tracking number for the Certified letter without providing her name or any further information."

    You representative ASKED FOR JUST THE TRACKING NUMBER and immediately put me on hold without even giving me the chance to give more detailed information. Maybe in the future, you should train them better.

    I do not appreciate that you are making it seem like it is my fault that I was not helped to begin with. I made this call starting with a positive attitude. Anyone that is treated disrespectfully would end up negative and pissed off. You do not have to literally tell me to "figure it out myself" there is such a thing as tone of voice and manner of speaking that shouts louder than words. Your employees are rude and lazy and that is why she did not even ask me my name or any other information. I am the one that needs help. If I were prompted to give simple details, don't you think I would have provided that?

    Do you think that we are making up stories and taking the time of day to write these long messages just to make things up? If I had been treated right in the first place then I wouldn't have gone through the effort of searching for a complaint board.

    Keep up what you are doing and this chain will only get longer.

    0 Votes
  • Ha
    halfglassfullgirl Jan 22, 2011
    This comment was posted by
    a verified customer
    Verified customer

    If all goes well...good for you! Enjoy your excursion. If not check out my complaint and the others on here regarding customer service. I purchased a gift cert for my husband and he misplaced it. I could not find on the terms for a misplaced certificate although I was confident if I could provide all of the initial information they could hopefully cancel out my old code (seeing that it hadn't been used yet) and issue me a new code. Most gift card companies and gift certificate issuers will do so as long as you can provide the initial information and proper id. Customer service was extremely rude upfront when I phoned. They stated that their terms were posted on the website. They are not responsible for lost or stolen cards. Which I can understand however, if the code is not used why they could not cancel out that code and issue me a new one? I wasn't asking for a refund. They did not issue me a cash gift card???? Also, I couldn't find those terms on the website. All in all, our bad for misplacing the code and losing out on $XXX.XX but I can tell you for a luxury service/gift provider they WILL NOT go above and beyond for their clientele. It is never okay for customer service reps to be rude in any situation.

    0 Votes

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