Alisha (weirdchick) wrote in bad_service,

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Long story short: I am making a pretty expensive necklace out of Swarovski crystals for an upcoming formal event. I needed a somewhat hard to find piece, and ordered it from a website I dug up somewhere. When I placed the order, I was told at the site's checkout AND via e-mail that I would be charged only $9.99, which was odd because that was the price of my one item, but supposed that I had simply lucked up. No shipping? Yay!

When the transaction cleared my checking account, I found that I had not been charged $9.99, but was instead charged $19.52... nearly twice what I had been told beforehand. Needless to say, I wasn't pleased. I sent a brief e-mail to their customer service rep, explaining the situation and gave them all of the needed information so they could look it up.

Anyway, one would think the company would make amends, either by refunding the money or perhaps sending a discount off of a future purchase. Or maybe give me a "Oh, whoops. Sorry about that." Instead, I get this short e-mail in response...

"Hello, it's Kevin with (removed) Company. I hope you are doing well and will be able to go back home soon (I am a displaced person from Katrina). Alisha, the total of $19.52 was for the crystal and shipping with fed ex ground. We always charge our customers shipping as is stated on our website.We use fed ex ground on all our small items because we are able to track all packages sent to our customers and receive the best shipping rate with them. We also email our customers with the shipping before we ship if they ask us to do so in the comment section of the order page. If you have any other questions please let me know and thank you for shopping with us."

Ah, so you do not directly notify your customers of the ENTIRE amount to be charged, is that it? (Never did I see anything like that, but I admit... I could be stupid) And then when they complain about this dumb ass policy, you basically just say "Oh, it's a shipping charge." Yeah, thanks. Got that impression. I fired off an annoyed, but polite, reply. We'll see how it goes.

Am I the only one who thinks this is BS?
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