Placed an order Feb 24 2011. Arrived Mar 2 2011. Opened up the package that had my name on the outside...WRONG ITEMS. Pink Cherry sent me someone else's order with their items and their invoice inside the box with their personal information on it.
I was so upset and called both of their telephone lines and got voicemail. I left a message. And started writing them a polite professional letter.
This is the 1st e-mail I sent them:
"Dear Customer Service:
Please send me New correct items that I ordered that are listed below, have someone come and pick up the package that was wrongly sent to me, and credit my VISA to correct this situation.
On February 24 I purchased 5 items from Pink Cherry, Canada. It states on your website that you conduct discreet shipping and billing. Today, I have received my package from you. It has my shipping information on the outside but when I opened the box I noticed a strong plastic smell and realized that this is not what I had ordered because everything I ordered was silicone. There is a packing slip with someone else's name and information on it, and someone else's order inside the box. This is a mistake that could have easily been prevented if double checked.
Now, someone else probably has my items and my personal information as well. This situation does not match with your promises on your website.
Please ensure that the second package sent to me with my 5 items are Brand New. I do not want the original package that was intended to be shipped to me. I do not know the person that received my package first and therefore don't know if they have used my items or not. I need to know that the items will be new.
I have attached a scanned copy of the invoice I have received so you can try and figure out this situation.
1. Please credit my VISA with at least $45.06, half of the total amount I paid for.
2. Send me New items, via FedEx or Canada Post XpressPost shipping
3. Have a courier come pick up the package from me
I believe that these resolutions are fair for this preventable and embarrassing mix-up.
I have enjoyed my previous purchase in the past, and would like to be shopping at Pink Cherry Canada in the future."
*THIS IS WHAT THEY SENT BACK:
"Hi,
We are very sorry about this mix-up. Unfortunately we do not have prepaid labels to send you but if you can refuse this package at a nearby post office that will be great. If you have to pay for postage than we will refund you for the shipping costs, as long as it is regular post.When we get back the package we can send you order order again. This is the procedure for this kind of mix up and we are very sorry about this."
*This is the 2nd e-mail I sent them:
"Dear Customer Service:
I believe that I should be compensated more than what you follow as your regular procedure.
Now, I have to take time out of my work and school schedule to take this package to the post office, and pay for the shipping...And only then will you send me my correct package.
I want my package sent out to me today. I don't want you to be waiting for the other person who received my package to ship it back to you.. Then most likely you will send it to me. I Do Not want that. It clearly states on your website that once a package has left your warehouse it has to be considered used. And therefore, cannot be returned. Although I have not used these items that I have received, I have no idea what the person who received my package has done. Both packages are now considered used.
Send me my items today and provide me with the tracking number so I know that I won't be receiving the same items that have already been in a customers hands.
*THIS IS THE 2ND E-MAIL THEY SENT BACK
"Hello,
Unfortunately we are only human, and we make mistakes. We have apologized for our mistake already. In a situation like this, we hope that the customer is understanding and can work with us to get the situation resolved. We have notified the other customer, who has NOT received your package, meaning that this package will NOT be opened and will be sent right back to us. We cannot send out another package until we have received back the original package because then we will be out another order, and this is how more things get out of control. If you want this to be resolved as quickly as possible, then you have to let us do our jobs."
I AM SO DISGUSTED with their level of customer service. "We have apologized for our mistake already." "let us do our jobs." Whoever runs that place and hires the customer service staff and packing/shipping warehouse staff should be fired and all the people they hired should be fired. And then they should buy a Business Communications book and learn how to talk professionally and properly to a unsatisfied customer due to a mistake that THEIR COMPANY has made.
On their website it says that discreet billing, and shipping is important to them..Clearly its not because they don't feel its a big deal that someones 8 and 9 inch huge black dildos were sent to me with their personal information in the box. It also states on the website what can and cannot be returned due to the nature of the products. Well. thats a lie because I have clearly opened this girls box and looked inside...and since the package has already "left the warehouse, it is considered used". And now they want me to ship this girls package back to them so they can ship it to her. And they're going to do the same for me....Who knows what that other person has done with my stuff even though THEY CLAIM she has not received or opened it yet which is BS. They are now going against their own policy and selling "USED" items.
Shipping was pretty fast and everything would be good. EXCEPT once they make a mistake...Good luck...Its hell dealing with this company over a mistake THEY made.
people do make mistakes. you are definitely just a crazy person
Some people just like to complain