topic Re: Horrible Belk Customer Service in Community Chat

Horrible Belk Customer Service

Desert Lily — Mon, 09 May 2022 20:05:16 GMT

I recently ordered a 24" London Fog suitcase online from Belk.

Belk sent me a dirty, used, snagged suitcase in the wrong 28" size. I took pictures & called customer service immediately. They had even left a return slip on it from the last customer who had returned it because they "Changed Their Mind."

It was too close to my move date to the east coast to reorder or send it back, so I sent it UPS for $65 to my new place so it wouldn't get lost in my move. As I was opening boxes, I called Belk's customer service back.

The original CS woman said they'd send a UPS call tag for it, but the new woman said I should print a prepaid FedEx shipping label and drive the huge suitcase box to a Fed Ex location. I told her I didn't have a printer, I just got my car delivered & haven't yet driven in this part of the country, I have no idea where there's a FedEx location here, and I'm not paying Uber $40 to drive me to a FedEx & back.

I then emailed Belk's CS with the situation. The CS person told me in an email to "borrow a printer from a relative," etc. I thought she was joking by emailing me to do that.

I'm appalled at their having sent me garbage to start with and then their low level CS. One poor Belk judgement compounded by another.

I will never ever purchase from Belk again.

End of rant.

Re: Horrible Belk Customer Service

Kachina624 — Mon, 09 May 2022 20:14:35 GMT

@Desert Lily Have you called FedEx to see if they'll pick up your box?

Pretty soon you'll be settled and all this moving trauma will just be a distant memory. I hope you've charted a course to the nearest hardware store. That where I visited the most after I moved.

Re: Horrible Belk Customer Service

RespectLife — Mon, 09 May 2022 20:16:33 GMT

@Desert Lily

I would have immediately contacted my credit card company and put a dispute on the charge!!

Re: Horrible Belk Customer Service

haddon9 — Mon, 09 May 2022 20:22:33 GMT

@RespectLife wrote:
@Desert Lily

I would have immediately contacted my credit card company and put a dispute on the charge!!

I think this is a good idea! You can say that the item received is "not as described" and let your cc company know how difficult it has been trying to work with Belk!

Re: Horrible Belk Customer Service

Spacrazy — Mon, 09 May 2022 20:37:55 GMT

@Desert Lily That is horrible customer care and completely unacceptable. Full disclosure, I really didn't know they were still open - just not in my local area. I sincerely hope you can recover your losses and get situated and enjoy your new digs!

Re: Horrible Belk Customer Service

50Mickey — Mon, 09 May 2022 21:33:15 GMT

@Desert Lily When I have a problem with a customer service rep. I ask very nicely if I could speak with the supervisor. Usually if you can get a manager or supervisor on the line and explain the situation they will take care of it without asking you to borrow a printer and drive a huge package to FedEx. Belk can mail you a label and then you can arrange for FedEx to pick it up. I had that happen when Wayfair sent me a table instead of a lamp.

Honestly I order from Belk occasionally and I have never had poor customer service. I wouldn't condemn an entire store because of one incompetent customer service rep.

Just asking out of curiosity did you not live close enough to the Belk store to return it in person before your move? I don't mean to be critical just curious. If i have to return something to Belk I just drive it to the mall. I hope you get this straightened out soon as I know it can be very frustrating.

Re: Horrible Belk Customer Service

Desert Lily — Mon, 09 May 2022 21:57:51 GMT

@50Mickey I lived on the West Coast and just moved to the East Coast. There were no Belk stores near me.

Re: Horrible Belk Customer Service

gidgetgh — Tue, 10 May 2022 01:02:29 GMT

I understand you just moved, but you have your car. Can't you just Google Fed Ex and find a location near you? Either put the address in your phone and go or write down the directions. Do you plan to drive at all in your new location? I guess I'm a little confused. A suitcase isn't that big, even in a box. I can't imagine paying $65 to ship it to your new house, but whatever.

I ordered a large rug from Ruggable and didn't like it. I do have a printer so I could print the return label. I literally dragged the box to my car and hefted it in and when I got to Fed Ex, they came out and got it for me. I know you want to get this suitcase returned and they haven't provided great service to you, but you're going to need to participate somewhat in this return to get it done.

Re: Horrible Belk Customer Service

50Mickey — Mon, 09 May 2022 22:02:13 GMT

@Desert Lily I see. Still say call them back and tell them that you need for them to mail you a FedEx label. That rep. was just taking the easy way out. I would take pictures and send them attached to an email to let them know the condition of the luggage.

Re: Horrible Belk Customer Service

Desert Lily — Mon, 09 May 2022 22:10:51 GMT

Hi @gidgetgh I have participated in the Belk problem of sending me garbage. I have called twice, emailed, taken pictures, shipped the suitcase across the country, and unpacked and repacked the dirty used suitcase (gross). It was Belk's error to send me a previously used suitcase and the incorrect size. I'm done jumping through hoops due to their errors. Belk needs to step up, acknowledge their mistakes, and have the suitcase picked up.

Lesson learned: I will never purchase from Belk again.

Re: Horrible Belk Customer Service

Kachina624 — Mon, 09 May 2022 22:16:05 GMT

@Desert Lily Maybe a call to corporate headquarters?

Re: Horrible Belk Customer Service

50Mickey — Mon, 09 May 2022 22:43:32 GMT

@Desert Lily I agree with you but you have to demand in a nice way that they mail you a FedEx label. Then you can arrange with FedEx to pick up the luggage. Otherwise you are just stuck with it. When Wayfair sent me a table instead of a lamp at first I was told to take it to a FedEx stroe and return it. It was extremely heavy and being a senior citizen I told them no I cannot lift this table. It was taken care of by Wayfair. At the time I didn't have a printer either so they mailed a label. Give Belk a chance to make this right. This is not rocket science.

Re: Horrible Belk Customer Service

Desert Lily — Tue, 10 May 2022 01:05:34 GMT

@50Mickey Hi. I already emailed them your suggestion, but their response remained the same. No, it's not rocket science; it is the job task of a well-trained customer service representative to right a wrong done to a customer. I think contacting them 5 times says volumes about Belk and their customer service, or lack of it. It's on them; they sent the disgusting used suitcase and in the wrong size. I've communicated several times. It never should have happened in the first place. Thank you for your support.

Re: Horrible Belk Customer Service

ECBG — Tue, 10 May 2022 03:23:33 GMT

So very sorry. The Belk brothers sold their stores to a company mostly interested in online purchases.

I'm not in the least surprised. I hope you get this headache resolved.

Re: Horrible Belk Customer Service

Southern Sarah — Tue, 10 May 2022 04:00:48 GMT

I am so sorry that you had such a bad experience with Belk.

They have literally been my "go to" department store since I was twenty-something, and I will turn sixty-five next week. I have never had a problem - really. I am one of their "elite level" customers, which means free shipping on ALL orders (no matter how small the order). You can imagine how much I love that.

I will say this... I just signed up with the whole Medicare deal, and I have never had so many contradictory conversations with government employees who obviously don't completely know what they are doing. MY TAKE ON IT ALL IS THAT THERE ARE A LOT OF NEW EMPLOYEES EVERYWHERE (making a lot of errors).

Still, what happened to you obviously should not have happened. But, truthfully, my Belk experience has been totally different than what you experienced literally for decades. And, no - I have never worked for them. (Although I have considered it, for the employee discount. Lol).

I hope that you have better shopping experiences in your future, irregardless of where you shop.

Re: Horrible Belk Customer Service

AngelPuppy1 — Tue, 10 May 2022 11:48:05 GMT

I am very sorry to read of the poor experience you have had. I have ordered from Belk for years. I always was very pleased until recently. I placed like 3 different orders over the last several months and was very disgusted. I received in one order a blouse - it was not packaged in an inside plastic bag - just in the outside packing bag - which was beat up and dirty and had holes in it! I was shocked at this but I figured -- well, somebody just slipped up and made a mistake so I gave them the benefit of the doubt. This happened again with a pair of capri jeans that I ordered. Not packaged in a plastic bag and the outer packing bag very dirty and not sealed properly. I had ordered the last item at the same time but it came separately and it, fortunately, came in an inner plastic bag and was fine. What is going on with them???? Are they trying to cut corners so much that they can't even be bothered to package items securely so that they will arrive in clean and pristine condition? One time you might overlook as an error but not if it keeps happening and obviously it is happening to others!!!

Re: Horrible Belk Customer Service

shoekitty — Thu, 12 May 2022 00:06:33 GMT

They could send you a label. I think so ,any CS reps work from home, and aren't as accountable as they should be. Many aren't experienced or are limited . I have had CS reps put me on hold to call a superior for advice.. they aren't all hugely trained at certain places. But as a courtesy they should have offered to mail you a label

Re: Horrible Belk Customer Service

Spurt — Thu, 12 May 2022 14:01:50 GMT

I agree with @Kachina624 call Corporate Hq and tell them you sent me a dirty used item, so YOU need to cooperate to get this fixed-----its your error!t!!! And put a negative review on social media too about their lack of customer service and let Corporate know you are doing so too....companies dont like bad social media reviews...

Re: Horrible Belk Customer Service

Imaoldhippie — Thu, 12 May 2022 12:00:17 GMT

@Desert Lily ..............It may be worth a phone call to your credit card company and see if they can help by disputing the charge.

Whan a terrible experience you have had.

Re: Horrible Belk Customer Service

KatieB — Fri, 13 May 2022 13:07:38 GMT

I've never had any problem at all with Belk. That's about the only dept store I shop at in person or order from. I despise Macy's and don't shop there. Dillards used to be my favorite dept store but I haven't been there to shop in years. I don't feel safe going to the mall anymore. Belk and Macy's are located in a smaller shopping center.