Community Chat

[Moonchilde]

I order once or twice a year from the Jim Shore website, which has his full line of products. Back in May I ordered a figurine. It never came and I never received a single email from the company. I had to go to their website to see that it was back ordered. I sent them an email last week asking WT*, and they responded it was “shipping soon.”

Today I get an email from them saying my order is ready to ship but needs to be “completed” (presumably to verify I still want it, but the entire email was a very poor choice of words) at their website. I click on the “completion” link they provided and it basically took me through ordering again from scratch!

Upon looking at my account/orders it shows the order I just made but shows nothing at all from May, with a notation that back orders may not show up - so I cannot check the status from May, and have no way to see whether there is in fact one order or two.

So I call their CS number - which gives their hours in a voicemail, and indicates that if I am hearing the voicemail, clearly I’m calling outside their working hours. I was not, and not even close to being outside their working hours.

I sent them an email that will singe their eyeballs (no profanity) stating, among other things, that their CS is non-existent IMO. I simply want to know if I have two orders and charges (which would be due to their misleading email and “new” website and store software), or one - something that I could have found out in 30 seconds if they answered their phone during business hours.

I seriously think my ordering from their website is over. I’m sure they won’t care. But at least I expressed my displeasure at their “around in circles” process with little info provided, and no follow-up on their part.

Oh yes - I had to re-register for their “new” system. Rom scratch, just to see my order history at all, and that order history is only partial at best, omitting what I need to know,

[Kachina624]

@Moonchilde  Do they have a "contact us" address email address where you could vent your rant?  Won't do much good here. If they have a Facebook page, you might might post your complaint there too.  Makes you wonder if they perhaps have some sort of contract service doing their CS.

[Moonchilde]

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@Kachina624 wrote:

@Moonchilde  Do they have a "contact us" address email address where you could vent your rant?  Won't do much good here. If they have a Facebook page, you might might post your complaint there too.  Makes you wonder if they perhaps have some sort of contract service doing their CS.

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I have absolutely emailed their CS, @Kachina624 - I was forced to, since they didn’t answer their phone smack in the middle of their business hours. Perhaps it wasn’t clear enough, but in my OP I stated that I was forced to resort to writing because they left me no alternative since they don’t answer their CS phone.

I just simply wanted to vent here, because I’m so frustrated and annoyed. They’ve provided no actual CS since my date of order in May, in ways that any business would, and know they should.  It’s just...ugh.  They were almost this bad with something I ordered earlier for a birthday gift and needed by a certain time. This current isn’t their only CS lack with orders. They inform you of nothing, and if you’re able to get through to them (as I was in the birthday gift) on your own, they don’t seem to care or even realize that yeah, people might want to know if there’s a delay, how long, etc.

My personal opinion is that they feel they’re so much in demand that they can do what they feel like...or not.  But I’ve just had it.

I have a couple of family members who love JS as gifts and I’ve bought several things from the website. This current item is for me. I doubt I’ll ever order again. I’d do better, and have better CS, ordering from a gift site that carries the products. I don’t order JS from QVC because they wouldn’t be interested in the pieces that QVC sells.

[kjae]

@Moonchilde

I do not watch much, but I do remember a show recentlly when Jill said they have been in the process of moving their whole operation to a new warehouse.  Perhaps that could be a factor if they have been in moving disaray.  

[Moonchilde]

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@kjae wrote:

@Moonchilde

I do not watch much, but I do remember a show recentlly when Jill said they have been in the process of moving their whole operation to a new warehouse.  Perhaps that could be a factor if they have been in moving disaray.  

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Thanks, @kjae - I know about that and it may be “a” factor - but it shouldn’t affect their whole software/order system, and it shouldn’t mean they don’t answer their phone in the middle of the business day, putting themselves “off the hook”, so to speak, unless they made note of it on their website or emailed customers that it would be happening; a banner, in voicemail...anything. As I said - this isn’t the first time I’ve had bad, disinterested service from them when it didn’t have anything to do with moving. I’m sure that if/when they answer my email, they will use that as an excuse, though.

Ordered in May, never received an email of any delays, saw delays posted on the website that changed dates three times. When I emailed in exasperation last week, they told me they had requested the last delay so they could ship from the new warehouse - but that doesn’t excuse the two previous delays or the total of 5 months delay. And when I ordered in May, nothing was ever said about it being an advance order, not in stock. Ever.

It’s an item that, while not really Halloween decor, could be considered Halloween-ish. Why didn’t they just put on their website, in May, “won’t be delivered until mid/late October.”

[ChiliPepper]

@Moonchilde

Same thing just happened to me today. No emails either saying the original pre-order date was going to be extended longer. I found out when I emailed them to find out where it was - 2 weeks after the due date.

Now they want me to agree to this sale & at more than it was before - only a dollar more but that's not the point.

Mine is a Halloween item I was promised September 1st. Here it is - mid October & still not here.

[colliemom4]

I've only tried to order off their website once and had a problem too. I finally gave up and heard from them close to a year later. Amazing!

[Moonchilde]

They must be pretty sure that nothing can hurt their business and that they can afford to blow off customers. Actions and attitudes like that anger me enough to stop doing business with a company on principle. After all, we’re not talkin’ necessities.

[Spurt]

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@Moonchilde wrote:

They must be pretty sure that nothing can hurt their business and that they can afford to blow off customers. Actions and attitudes like that anger me enough to stop doing business with a company on principle. After all, we’re not talkin’ necessities.

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@Moonchilde

I got the same email on an item I ordered a long time ago on his website too.  I sent him a private message on his Facebook Page and it says normally replies within a day....will let you know if I get a response....

[Moonchilde]

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@Spurt wrote:

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@Moonchilde wrote:

They must be pretty sure that nothing can hurt their business and that they can afford to blow off customers. Actions and attitudes like that anger me enough to stop doing business with a company on principle. After all, we’re not talkin’ necessities.

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@Moonchilde

I got the same email on an item I ordered a long time ago on his website too.  I sent him a private message on his Facebook Page and it says normally replies within a day....will let you know if I get a response....

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@Spurt, I got a text msg on my phone that my order was received (which I already knew), but it wasn’t a response to my email I’ve been out all day and need to check - will let you know if they respond to the complaint email.