Hello everyone! Sorry for the delay in this post--life happens and other things came up but I am here today to give you an update on my Joann.com haul. If you missed the original post yo can click HERE to check out the pictures and details of this lovely mess.
This is what the box looked like when I opened it. Almost all of the beads were glass or porcelain and there was not one little piece of packaging material or bubble wrap.
This is just part of the tangled mess.
So, I called a couple of different numbers for Joann.com--even the
corporate office but they would NOT put me through to anyone in
management--even though I asked 3 or 4 times to speak to someone
else. After explaining to the lady what had happened--the tangled mess and scratched, chipped and broken beads--she just said she was sorry for the inconvenience and they would refund me for the beads that were damaged. I explained to her that the beads were on sale at the time of purchase and I thought they should either replace the beads or refund me the replacement price since I could no longer purchase the beads on sale. She said they could replace the beads BUT first they would have to do a refund and once I received the refund then I would have to call back and reorder them. Seriously?
I said can't you just send me a replacement instead of the refund? Nope--they have to do the refund first. But here's the thing I had paid for the order using a gift card and PayPal. So part of the refund is going to Pay Pal and the other part has to go on a gift card. Then she says it will take 2-3 weeks to get the gift card!!! Mind you during this time I asked again to speak to a manager and she wouldn't transfer me to one. AND on top of waiting 2-3 weeks to get a gift card once I receive the gift card then I will have to call back and go through everything again to get a replacement on the beads!! I had to read off all of the product item numbers and description to her the first time around because the papers with product numbers from their shipping center don't match the actual item numbers---SO I would have to go over ALL of this AGAIN when I call back because I was told there wasn't enough room in the NOTES section on the computer for her (Joann.com employee) to add all of the information.
I told her NO THANKS!!! I WILL NOT order from Joann.com again!!! I would just take the refund and buy beads somewhere else. Oh and I forgot to mention she said I could keep the damaged beads and didn't have to send them back--like she was doing me a big favor. She was so chipper and happy about it like it was a gift or something. I told her there was no way I was making a trip to the PO anyways. The beads were going in the trash because I couldn't use them. It was like she TOTALLY didn't get the fact that the beads were scratch, chipped and broken and I can't use them.
She said that if I changed my mind at anytime and wanted to place an order I could call them as soon as my order
was placed and they would flag the order to make sure that it
received special attention and packaging!?!?!?
I replied by
saying--
Why should one person's order be special?
Shouldn't each
order get the same attention to detail and be packaged
properly?
Shouldn't that just be part of the job description???
SERIOUSLY WTH??? (didn't say this part BUT I sure was thinking it!!!)
She didn't answer any questions--she just replied by saying again I am sorry about your order and I hope you are happy with how I have helped you today.
Then I did say SORRY BUT NO I AM NOT HAPPY!!!!!
I also told her that I was a professional blogger
and a freelance designer in the craft industry and in a little over 8 yrs
of blogging I have never posted anything negative about a company on
my blog--but this was too much NOT to post it!! And that I posted
it on FB!! I asked her if she wanted my blog information so someone higher up
could maybe see the pictures and the package I received. She said oh no that's ok I believe
you. I said to me it's not a matter of if you believe me or not I know I am telling you the truth and what I received in the mail--it
is there--the pictures are the proof and someone should see how the
packaging is being done. Don't you think someone might WANT to see this and make some changes!?!? Then she went on to say she didn't have
room for my blog link in her notes!! WOW!!!
I don't even know what to think or say other than I WISH someone of some importance with Joann.com would see this post!!! After reading the comments on my original blog post and on FB it sounds like there are some real issues and changes need to be made within the company. I know I won't be ordering from Joann.com again!! :( When I think about the amount of time spent on this whole mess and trying to get some type of refund I think there is a LOT more they could have done to make this right.
Thanks for all of your comments on the original post! I also received several email from people suggesting other places to order beads from. Thank you and yes I have ordered from those other places as well and will continue to order from them. :)
Hugs,
Heidi
