It has been two months since I ordered and received my jackets from Original Penguin. They, however, have yet to refund my money for my returns. For a brand I’ve enjoyed for years I hate to know that next time I order from them I will think twice.
Some suggestions on how to improve your customer-corporate relationship:
Give me what I ordered: I order three jackets, I expect there to be three jackets in the box when I receive it. Please don’t sell me something you don’t have in-stock. I’m ordering online because you have a wider selection than I can find in stores, taunting me doesn’t help.
Fix your web experience: it is slow, clunky and completely unreliable
Returns are painful: it took you three days to get me a return label, no tracking number, nothing. Two weeks later (after calling 5 times) you tell me you received the package. Then the wait begins, 30 long days you sit on my money and charge me 6 dollars to do it.
Your corporate system is your web system: Meaning, if I cannot access my account online, you cannot access my account from your office. For days at a time I am left without any knowledge of what is going on, (order processing, return status, nothing!) At one point your system was down for a week, unacceptable.
Phone experience: Twice it ‘accidently’ hung up on me, four times your representative had no clue as to what the process to follow would be and on the final time (just 10 minutes ago), your wait tone was so loud and obnoxious I had to place the phone on the desk, it was screaming into my ears. Someone assured me you’d take care of it “tomorrow.” I’m tired of having to wait until tomorrow for you to help me.
