No, this isn’t about a wardrobe malfunction. For those of you that know me, I am a fiend about how I am treated as a customer. I care about principles.
So let me tell you what happened. I ordered a bra online from the online website: Bare Necessities. When I received the bra on Wednesday, they sent me a size larger. I emailed them because their website states that they are available 24/7/365 via phone, and yet all their communication tells you that they close at 6 pm EST. For me that is 3 pm, so my availability to discuss my order is limited. I asked them to resend the correct size, and once I received it I would send back the incorrect size with the return shipping paid by them. I received an email response Thursday morning.
“I am sorry to hear of the trouble with your order. We can reship the U.K xxx which is a U.S xxx-cup, please ensure this is the size you need as Fantasie is a U.K sized bra and may show the conversion size on the tag as well. Our reship process entails a new charge since we will be shipping product out, if this is okay I can have the package delivered tomorrow.”
Here is the thing. I ordered the correct size, they decided to send me a different size. I know my size. I wear this brand, and do not need them to try to translate and send me a different size. Frustrated, I called them Thursday morning at the beginning of my work day. The woman who answered the phone? The same woman who responded to my email. A coincidence or a VERY small company. You decide. Right away she was snippy with me, cut me off, and told me that Fantasie had changed their sizing and that they were doing the right thing. Um, no. See my dad taught me something early on. “The customer is always right.” In this situation, an apology would have gone a long way. She could have said we are sorry for the confusion and mix up, and we will send you the size you ordered. Instead she continued to aggressively fight me that they were right and I had the right bra. She continued to tell me that there was nothing she could do for me, that they could not send me new product without charging me again. Why should I have to be charged for another bra, mail it back and then wait forever for it to be refunded?
When I asked to speak to her supervisor, she said: “I am the manager.” When I said “oh, you own the company?” She said: “I can you put you into my manager’s voicemail.” My response: “Why, so I can have her leave me a message, and not be able to talk to her because you close at 3 pm my time?” No thank you. I promptly told her that I would be returning the bra, no longer making any purchases from them, and would tell everyone I know not to waste their time or money on their website.
The internet is a fabulous contagion that shares reviews of companies that do not take care of their customers. Spread the word about Bare Necessities.