STYLETHREAD -- LET'S TALK SHOP!

member · Hermes

Banana Republic Customer Service

jacL · Coach

That is super crappy. Even if they absolutely had to cancel the order because they couldn't get authorization for the card (which by itself sounds weird) you would think they would at least send you an email saying the order was cancelled.

Actually this happened with me when I tried to order from Esprit. They had sent me some confirmation email which I was supposed to reply to (they had a question about the CC expiration date, I think). Well I was super busy studying and working at the time, so I didn't reply for a few days and by then they had already cancelled the order. I only found that out by calling and talking to someone after a few more days had passed and I was waiting for my package in the mail. Same here, no email saying when or why the order was cancelled.

Christine · Coach

That blows! Maybe it has something to do with how their "systems" (both online when I try to order, and over the phone when I try to call) keep going down for updates? I got booted off their website when trying to order something last week, and then when I called to order it, I was told that they didn't have the ability to place any orders.....

Irritating!

Andrea Julia · Coach

jacL wrote:

That is super crappy. Even if they absolutely had to cancel the order because they couldn't get authorization for the card (which by itself sounds weird) you would think they would at least send you an email saying the order was cancelled. Actually this happened with me when I tried to order from Esprit. They had sent me some confirmation email which I was supposed to reply to (they had a question about the CC expiration date, I think). Well I was super busy studying and working at the time, so I didn't reply for a few days and by then they had already cancelled the order. I only found that out by calling and talking to someone after a few more days had passed and I was waiting for my package in the mail. Same here, no email saying when or why the order was cancelled.

JacL, I never read those confirmation e-mails and doubt that many people do. I just save them in case there is a problem. They should have put "Urgent! Reply needed in order to complete your order" or something like that in the subject line.

ShopChicago, that sucks! Did they at least offer you 15% off your order or off an order in the future or upgrade your shipping for free? I have had them make 2 mistakes: they shipped the wrong size once and they shipped me someone else's order once. Both times they immediately offered me 15% off. Even though they screwed up my order, I still feel confident ordering from them because I know that they will take care of it right away. I hope that you receive the same courtesy from them and that they aren't going the way of some other companies where customer satisfaction is the lowest priority.

member · Hermes

Andrea Julia wrote:

ShopChicago, that sucks! Did they at least offer you 15% off your order or off an order in the future or upgrade your shipping for free? I have had them make 2 mistakes: they shipped the wrong size once and they shipped me someone else's order once. Both times they immediately offered me 15% off. Even though they screwed up my order, I still feel confident ordering from them because I know that they will take care of it right away. I hope that you receive the same courtesy from them and that they aren't going the way of some other companies where customer satisfaction is the lowest priority.

Nope - they didn't offer me a thing, besides "trying to place my order again and hoping for the best" What a crock of crap. I said no thanks, I don't trust your customer service department to get it right. I also told them that I was very disappointed that that's how they treat their cardholders, especially someone w/a LUX card. Ugh. I'm going to go into an actual BR store and have them order them for me from there.

theotherjess · Chanel

shopchicago33 wrote:

Ugh. I'm going to go into an actual BR store and have them order them for me from there.

I think you will have better luck with that. I had a BR store in NC do a charge send for my dress and they were super friendly and it took only about 10 minutes.