UPDATE: I was called by Latonya at Teavana this morning and not only did she apologize profusely for the issues I've had, but she completely took care of the situation. I think it's important to post when things go well as well as when they go badly. Thanks Latonya. I appreciate the help.
I was going to re-write the experience I had with Teavana, a.k.a. the company with the worst customer service in history, but I thought you'd get it from the email I just sent. FYI: This leaves out the hours I've spent on hold with them.
To whom it may concern,
I have never, in my life, dealt with a worse company. Here is what happened to me and I'd like this resolved immediately.
On 12/2 (Cyber Monday), I ordered a present from your site for my mother's birthday, which was the 5th. I chose 2 day shipping and placed my order. Not only did the final confirmation on the site give me the wrong shipping (they gave me the free one, but it wouldn't have gotten there in time), but I got no confirmation email.
I sent an email to customer service and learned from the automatic response that it would take 2-3 days to hear back. I sent another email saying I needed one faster and finally got through to a person.
This person told me that she was sorry and that the site was having issues. (I'd seen this on Twitter). I had to pay for overnight shipping (it would go out Tuesday, Dec. 3 and arrive Wednesday, Dec. 4). Nothing was comped, but she ran my card right there.
On Wednesday night, I received an email saying there was a problem with my payment and that it hadn't shipped. I PAID FOR OVERNIGHT SHIPPING and I only hear about this AFTER it was supposed to be there. (Also, I checked with my credit card company and they said no one ever tried to run a purchase.) I emailed them back and again got the 2-3 business day response. Can you see why I was frustrated?
Now, I have 15.6k Twitter followers, so I said something about your customer service there. Got a super quick response then. I finally spoke to someone and she ran a different card, put in extra tea and waived the shipping. (It would still have been late for her birthday.) She apologized, but I was on hold for a half an hour. She came back on and said that her computer froze during the transaction, but that it DEFINITELY went through. Also important: She confirmed my mother's address as the shipping address.
Then I checked my card and saw two charges. One for the product and one for a different amount . I went back on twitter and was told that one was to see if I had enough funds for the transaction. Seriously? [Note: leaving out the prices here, but neither of them was a round number.] You have got to be kidding me.
I then asked that a manager call me. When he did, he was rude. (To be fair, I was pretty angry.) He told me that it was like being at a hotel. I explained that that was to cover mini-bar charges or stolen remotes. You sell TEA! Then he told me my OTHER card didn't go through. Also, a complete lie unless your site is having trouble. (You'll see in a moment why I KNOW it's a lie.)
I told him to cancel the order because I had had enough. I tried to order the perfect teamaker from Amazon, only to find out that they didn't have it and didn't know when it was coming back. I got something similar from another company. I also ordered your tea (my mother's favorite) and tried to get it shipped overnight (since my mother had been waiting for her birthday present), but of course, there was a stock issue. Still, I spent the money at Amazon.
So today, guess what showed up at MY door in California and not in NY at my mother's house? The order. So, after canceling the order, here it is, IN THE WRONG PLACE. Charges are still on my credit card.
Now, I spent the money at Amazon because you guys screwed up. Now I'm going to have to return this? Have someone contact me immediately.
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