– Time For A Tiara: Column by Ginna Young –Waterfalls You Need to Explore This Winter - That’s not what I ordered

— Time For A Tiara: Column by Ginna Young —

By now, I should know better than to try to order anything online. I need to either go to the store in question or have someone else order it for me. If not, it usually ends up lost or damaged.

One such happening occurred this fall, as I was almost out of Bath & Body Works hand soap, so, although I didn’t have enough points saved from using the Fetch app (you scan your receipts and build up points, to be exchanged for gifts cards), which is how I usually purchase the soap, I went ahead and ordered it. It was on sale and they had the new scents for fall, how could I pass it up?

I’m kind of a snob about my hand soap; I have to have certain scents, because of my allergies. Of course, I have the tried and true favorites from Bath & Body, like the black cherry merlot, which smells so good, I could drink it, but I also read each description of any of them before I order.

So, this time, they had a couple that caught my eye that promised the scents wouldn’t do me in. I ordered four of each and eagerly waited for them to come.

All seemed to go well – I received my confirmation notice, then the shipping notice and finally, that they had arrived, but only to the carrier (post office). The package was so damaged, they discarded it and let the provider know. Did that mean the company?

Whatever. I waited a week, in hopes that Bath & Body got the message, and resent my order. Nothing. So, I contacted them.

Oh, they were sorry to hear I hadn’t received what I ordered. Customer satisfaction is what they’re all about! Could I describe what I was supposed to receive and the order number?

Yes, it did show that I ordered eight hand soaps, but it shows that they were delivered. However, they would definitely replace those that never arrived, at no cost to me. What ones were they again?

Got it. They put the order in and I could expect it within the next few days. I was thanked for my patience and being a valued customer!

Would I also like to add this seasonal hand soap to my order? Based on my purchase, I might like it. No? That’s OK, I can always submit another order at any time.

This time, after getting notification of shipping, the package was actually delivered. I raced home as soon as I could, took the package inside and tore it open...only to find I received ONE of the hand soaps. Where were the other seven?

OK, don’t panic, maybe they had to ship them separately for some reason? I waited one week, and when nothing else arrived or any notification of delay, I contacted the company’s customer service department.

Oh, they were sorry to hear I hadn’t received what I ordered. Customer satisfaction is what they’re all about! Could I describe what I was supposed to receive and the order number?

Yes, it did show that I ordered eight hand soaps, but it shows that they were delivered. However, they would definitely replace those that never arrived, at no cost to me. What ones were they again?

Got it. They put the order in and I could expect it within the next few days. I was thanked for my patience and being a valued customer!

Would I also like to add this seasonal hand soap to my order? Based on my purchase, I might like it. No? That’s OK, I can always submit another order at any time.

Alright, problem solved. Please stop laughing, we all know it wasn’t solved.

Another week went by, no package, no notification. I tried again.

Oh, they were sorry to hear I hadn’t received what I ordered. Customer satisfaction is what they’re all about! Could I describe what I was supposed to receive and the order number?

Yes, it did show that I ordered eight hand soaps, but it shows that they were delivered. However, they would definitely replace those that never arrived, at no cost to me. What ones were they again?

Got it. They put the order in and I could expect it within the next few days. I was thanked for my patience and being a valued customer!

Would I also like to add this seasonal hand soap to my order? Based on my purchase, I might like it. No? That’s OK, I can always submit another order at any time.

Yep, you guessed it. I waited another week, no package, no notification. This time, I was ticked and was less than cordial when I, for the FOURTH time, contacted customer service.

Oh, they were sorry to hear I hadn’t received what I ordered. Customer satisfaction is what they’re all about! Could I describe what I was supposed to receive and the order number?

Yes, it did show that I ordered eight hand soaps, but it shows that they were delivered. However, they would definitely replace those that never arrived, at no cost to me. What ones were they again?

.............It appears the products I originally ordered were no longer in stock, because of great demand, but they could certainly replace them with similar items.

Would I also like to add this seasonal hand soap to my order? Based on my purchase, I might like it.

By now, I had lost all patience.

NO, I don’t want to try a new scent, NO, I don’t want similar scents, I just want my money back!!

Finally, I got through to the customer service rep and a full refund was issued, which still didn’t help the needing some hand soap situation. Thankfully, not long after, my accrued Fetch points were enough to get a gift card and I ordered, and received, a shipment of hand soap, with no problem.

The second recent instance, was when I ordered candy to fill plastic eggs for Cornell’s community Easter egg hunt (I’m ahead of the game this year, yay me), that is sponsored by CABA. Only certain kinds will do, to ensure the individually-wrapped pieces fit in the eggs, so I ended up ordering from three different companies.

I got the confirmation and notification of shipping, and was informed my packages had been delivered at home (it cost more to send it to CABA’s post office box), in just a few days. Several of the packages came at once, of course, on the coldest day we’ve had this year, but I quickly loaded them into the car and took them back to the office to store them.

As I opened the boxes, I took out the packages and lined them up on the table, making sure I had what I ordered, especially since I wasn’t using my own money to purchase them. The third box held quite a surprise. Its contents were a jar of body cream and bed linen.

What in the Sam Hill?

Only then did I look at the label on the box and discover it belonged to someone in Cadott! How it got to my house in Cornell, I’ll never know. I did manage to contact the owner and arrange for it to get to them. Thank goodness for small towns! But, back to my problem.

I immediately contacted the company and was connected with an AI chat, where I explained what happened, that I didn’t receive the one package, but got someone else’s.

I’m sorry you didn’t receive your order. Let me check on your account. ..................It shows your package was delivered and the delivery driver took a photo, to show it was left outside your door. Can you confirm this is your address?

Yes, but that’s not my package.

Thank you for your response. It appears the order is still in the delivery cycle, but you can come back for a refund or replacement, after 7 p.m., Jan. 21.

Great, I’m never gonna see this package or CABA’s money again.

The next day, I went through the same process.

I’m sorry you didn’t receive your order. Let me check on your account. ..................It shows your package was delivered and the delivery driver took a photo, to show it was left outside your door. Can you confirm this is your address?

Yes, but that’s not my package.

It appears this package is not eligible for replacement or refund, since it was delivered.

BUT I DIDN’T GET IT. I GOT SOMEONE ELSE’S AND MINE IS STILL MISSING!

Would you like to speak to a customer representative?

YES!

I held out no hope, at this point.

I’m sorry you didn’t receive your order. Let me check on your account. ..................It shows your package was delivered and the delivery driver took a photo, to show it was left outside your door. Can you confirm this is your address?

Yes, but that’s not my package. (insert head banging into wall)

We’re so sorry this happened. Would you like a full refund to your account or a reshipment of your package, at no cost to you?

Uh....a reshipment, please!

I have submitted the order, and you should receive it within the next day or two.

Before I could end the chat with the real live person, I’d already received a confirmation email. The next day, I got the shipping notification and the day after that, I got what I ordered!

So, while that worked out OK, I need to order more things for upcoming CABA events, but I’m thinking I should have one of the other members do it for me. It’d probably just be easier for everyone involved and the AI/live customer service representatives would most definitely appreciate it.