 Name : Evgeny Kuznetsov
Date : 2014-06-30 Hit : 4064
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Customer Support for TheLees Feedback |
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Ok let me get this straight - i have no problem with the item i pushased in here, they all are much better than i expected for such a low price, and they are indeed very stylish and good looking. But, let me tell you a story about my history with TheLees, it's not a very long story, and i'll try to do this quick.
My first order was just to try and see the items and the shop itself, i ordered for $200, got my delivery in time and was well pleased with basically everything. So i decided to order again. I made a new order for $400, paid it instantly, and that was my mistakes, turned out there was a problem and one of items from my order was out of stock. Well i thought that if i pay for my order item become reserved, etc, but again it was nothing special, i accepted that this situation was understandable, so after emailing with support we figured it out that it will be better to cancel my order, make refund and redo the order completely with replaced items.
So day after, i created new order and first i sent an email, asking if there is everything in stock, so i can safely pay for this order. In reply i got, that 1 item from my order was almost out of stock, and i will quote here "It will be better if you will pay your order soon so that you can avail the items with stocks left :)". So i paid same day as i got this mail. The next day i got this email "Thanks for purchasing in our shop.
Kindly give us 2-3 days in arranging your order's items for delivery." So what i thought it meant that everything is fine. But i was wrong.
I got the last email about arranging my order in Wednesday, and the next one i got 5 day's after and i will quote it "However, while your orders are being prepared for delivery, we found out that the following items are completely out of stock". Yep, even after specifically asking, and paying, and getting confirmation email that my order is arranging, it still took 5 days for customer support to reply, and inform me about out of stock item. I a bit overreacted and sent an email, that i had no such experience (which is true) with any other online shop, and i couldn't believe that i fell for same thing again, even after triple checking. For that i got an email, that i can cancel my order (again, yeah 800 bucks of refund waiting, good call), or take points for that out of stock item, so i can use them after. And even got this last quote "If you are not satisfied with our shipment/ customer support since it is not good as other shop, you have a free will not to order again.
We fully understand that we cannot please everybody." I am not sure how this work out with code of conduct in this company, but that's not for me to decide, my point is that you say on website that "We guarantee your shopping satisfaction here at TheLeesShop", while your employees are ok to sent me to other shops, does not sound to me like a guarantee of satisfaction.
But it wasn't the end. After i got this order, i realised that 1 item was wrong, yep, after 7 days of preparation, still 1 item was wrong size, not the one i ordered. And even then i didn't gave up on them, i made a picture of this item unopened (size letters are fully visiable) on top of the itembox, which had my address and name on it, and sent all of this to customer support. And from there to now it was 48 hours of silence. Even though it is said on the website, that it will take from 12-24 hours for customer support to reply for any email.
And this is my last call, if this problem will not be answered, or this topic deleted, or not forwarded to manager, if customer support cannot provide proper "support", unfortunately i will need to spent my time on informing other people on the internet, about my experience with this The Lees shop, on both Russian and English languages.
With hope to actually solve this situation, i am creating this message.
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| Admin |
Hi There!
Thanks for the message.
We are very sorry for what happened.
We understand your side fully and we admit that it was our mistake of not having accuracy about the availability of the items.
We are sorry that sold out issues of items came unexpectedly and in that, we also feel down when delivering this sold out news to our customers since they hoped having the item when they paid.
In regards with the wrong sized item, we really made a mistake in that :(
So if you don't mind, you can ship it back to us (we will cover the return fee) and if you still want to receive the item, we will ship it back to you with the right size you want.
Thank you so much for your time and for the decision of wanting to solve this situation.
Please let us know your thoughts and if there is anything we can do to help you feel at ease after the inconveniences.
Your kindness and cooperation is much appreciated.
We hope hearing from you again!
Have a great day!
Regards,
Jenny |
2014/06/30
[10:08]  |
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| buzirune |
Hi there
This is thelees shop.
I’m really so sorry for inconvenience.
Regrettably, we don't have some items in stock (it is called brand+ items) so when the buyers purchase those items, we let our cooperative companies know this everyday so that they can send items to us.
Meanwhile, some items can be delayed and out of stock due to some unavoidable problems like lack of fabric.
To minimize these kinds of things, we are trying to make a room in our warehouse for Brand+ items. Also our workers are always paying attention to check the inventory.
You ordered the items on June 18th and we sent the package on June 24th including the weekend in this period.
As hoping buyers’ understand our situation and know these things, we mentioned it on FAQ bulletin board like the following.
“Our handling time is 1 ~ 3 business days but if there is any Brand + goods on order, it can take about 2~ 3 days more to fulfill it “
Usually it takes 2 ~ 5 days to fulfill the package including brand + items..
Please understand this matter and our side
Also, I’m really so sorry that we sent the wrong sized item. So we will cover your return shipping fee and send the correct one with present so that you could soften your inconvenience experience.
Since we already sent a message to your registered email address to resolve this, please check it and reply to us.
Your kindness and cooperation would be appreciated.
Thank you.
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2014/07/01
[13:14] |
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| Evgeny |
Everything got sorted out, and i'm very happy, actually, how support didn't gave up on me and fixed everything step by step. I have no more claims for customer support or the company itself. |
2014/07/20
[21:47] |
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