点评:I received a beautiful teapot from a friend for Christmas this year and it happened to be a MacKenzie-Childs product. This was the first time I had heard of this company. I loved the teapot so I decided to check out their site and ended up ordering three more items.
Initially, I was disappointed when I received an email letting me know an additional seven days had been added to my ship time, but quickly realized that all the poor weather right now was probably delaying everything so I decided it was no big deal. I wasn't in a hurry so it was really just me being impatient. Anyway, I was thrilled when my order arrived with only four added shipping days, until I realized the order was missing an item. These things happen so I simply emailed customer service, explained the problem and waited. After 2 days of no response I emailed again, explained that I was missing an item, and asked for a replacement. Amanda responded that my order had been delivered. Um, no kidding. I told THEM the order had been delivered. I responded to Amanda that I was aware, reiterated that I was missing an item, and this time asked that the item just be refunded. I knew I didn't want to bother with trying to get a replacement despite the missing item being the ONE thing I really wanted in the order. No response.
I have now submitted a THIRD customer service request for a refund and have started the dispute process through my bank. I also attempted to contact the company through their phone number, but the automated system says they only manage customer service via email and then it hung up.
On the bright side, my missing product was only $35 and not hundreds so that makes me feel a touch better. Unfortunately, this is my first - and now only - experience with this company because I will not be back. If this is how a first experience is going to go I have no intention of trying again, and I definitely won't be recommending them to anyone I know.
翻译:今年圣诞节,我收到了一位朋友送的一个漂亮的茶壶,它恰好是 MacKenzie-Childs 的产品。这是我第一次听说这家公司。我很喜欢这个茶壶,所以我决定去看看他们的网站,最后又订购了三件商品。
起初,当我收到一封电子邮件,通知我发货时间又增加了七天时,我很失望,但很快意识到现在的恶劣天气可能会延误一切,所以我认为这没什么大不了的。我并不着急,所以真的只是我不耐烦。无论如何,当我的订单只增加了四天的运输时间时,我很激动,直到我意识到订单中缺少一件商品。这些事情发生了,所以我只是给客服发了电子邮件,解释了问题并等待。两天没有回复后,我再次发送电子邮件,解释说我缺少一件商品,并要求更换。阿曼达回复说我的订单已经送达。嗯,不是开玩笑。我告诉他们订单已经送达。我回复 Amanda 说我知道,并重申我少了一件商品,这次要求退款。我知道我不想费心去换货,尽管少了一件商品是我在订单中真正想要的一件商品。没有回复。
我现在已经向客户服务部门提交了第三次退款申请,并通过我的银行启动了争议程序。我还试图通过他们的电话号码联系该公司,但自动系统说他们只通过电子邮件管理客户服务,然后就挂断了。
好的一面是,我少了一件商品只有 35 美元,而不是几百美元,这让我感觉好一点。不幸的是,这是我第一次——也是现在唯一一次——与这家公司的合作,因为我不会再来了。如果第一次的体验就是这样,我就不会再尝试了,我绝对不会向我认识的任何人推荐他们。