First Ranting.. | Sunday, May 1, 2011
First ranting post ever! Really angry and disappointed with some customers, by their irresponsible actions. Give me some space to complain endlessly today. Bear with this wordy post.
Case #1:Unsuccessful delivery of A's package due to wrong unit number in the given address. As you know, we write address according to the one stated in the order form, it's not possible that we check every single address using Google search. Thus, we kept reminding our customers to double check their address especially block and unit number when ordering. We contacted A to confirm the correct address, took 4 hours to confirm the correct address as it was meant to be ship to her friend's house. We then told her that another registered fee is required for us to mail the package another time. By charging her additional $2.40 for another registered fee, means we have to pay the charge of wrapping materials and another normal mail fee for them but we didn't even request them to pay for the wrapping material and another normal mail fee.
Gave us alot of bloggers code and even ask us for 'Free Registered Postage' code! Those bloggers code had already expired and even if the codes didn't expired, she won't be allowed to use because it was meant to let us know customers coming from which bloggers referral and not to pay for 2nd registered fee. She told us that she have exams etc, doesn't have time transfer etc, can only transfer the next following week. We try to be nice and not to delay any package delivery, we re-mailed out the package 2nd time by paying the registered fee for them first.
Today is already the end of the week which she promised to transfer yet we doesn't receive the money. Tell me
WHAT IS THIS? It's not that we mind the $2.40, it's the trust you see.
Case #2: Always been receiving order forms from B, never once receive any payment from her even after reminders. Basically, send order and MIA! There's not only her who does that, certain amounts of customers are also sort of deadbuyer, like send orders but never make payment. It's somehow treating us like fools, we always take note of customer's orders and reserve their order for at least 72 hours or until they made payment when we have other potential buyers who can make immediate payment for the same item.
Why did we try to reserve your orders for you 72 hours? Because we never want to see our customers to get disappointed over OOS items which they may like alot! We never once blacklist anyone from FashionHooks.com by posting their details up either @ Facebook/Blog, that's already good enough.
DEAR DEAD BUYERS, do not send order forms if you cannot complete the transaction within 48 hours. And really, why is it so difficult to send us an email within 48 hours if you no longer wish to buy or can't complete the transaction? Why subject us to the waiting in vain?
Case #3:Emails spams from customers. Always been receiving spams from customers, be it on the items they received or delivery of items. We have already stated that we will be mailing out every Tuesday and Friday, we will definitely mail out earlier if there's alot of packages. It's very unfair to request something like 'Can you mail my items tomorrow' or 'I would like my items to be mailed tomorrow'. Singpost is not beside my block, it will take me a 20-30 minutes walk to the post office from my house. Some customers may ask about the color differences of the real products when they received them but I would really hope customers would understand that there will confirm be slight color differences due to strong lighting in the photoshoot and customer's monitor's color calibration.
We will only be doing exchanges/refunds for defected or wrong items, strictly not for other cases like color/measurements differences, defects on item caused by customers and wrong orders made by customers. We will NEVER send our customer defected items thus the defects might be caused by Singpost delivery or if you received the wrong item(s) sent by us, we will definitely do a refund or an exchange depending on each case.
Please email us politely if you received any defected/wrong item(s). No point emailing us with a rude tone, blaming that we send out defected/wrong item(s). As you see, we don't stand to gain and even pay for more postages costs. Regulars from Fashion Hooks would know that we would definitely refund within 24 hours after receiving customer's account number. Thus, we would hope that defected or wrong items to be mailed back to us within 3 working days. Please also do not spam us with emails of the same content. We will definitely reply within 24 hours. On
days where we have flea, we will reply emails around 10pm.
End of rant! Feels good to get these off my chest! And for the record, I love my genuine and sweet customers who always leave us a really sweet and nice testimonial which encourage us alot! <3 We even made friends with some of our buyers! :D
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