Tuesday, June 21, 2011

Worst Customer Service Ever: My 1st (and last) Totsy Experience

**Update: I have spoken with Manny's manager, Maggie. She called me this morning. She was nice enough (not overly amazing but ok) she added another $20 to my account. And she said she would speak to Manny. I told her that I am not upset about my order getting cancelled - things happen. I am upset about the way I was treated. She said she understood and we hung up. I really didn't have much more to say. At this point, there is nothing she can do or say to make me want to shop with them.

Let's be real - Totsy is not amazing like Zappos, Lands End or any other store that places a big focus (ANY focus really) on their customer service. I don't think they have ANY clue how bad one experience like this can effect them. I won't be spending any of our money there and I know many of you won't now either!**

Oh how I hate to sit here and write this post. But I have to. If I could stop everyone in the whole blog and twitter world from ordering from Totsy - I WOULD!

A few weeks ago I ordered a Totsy voucher from one of my favorite deal sites, Mamapedia.

I checked the site here and there and finally found something great to order - Terax shampoo and conditioner. I placed my order. Received a confirmation to my yahoo mail and waited.

And waited. And waited.

Logged back in to Totsy and looked for my order to see when it should be here. Under "My orders" nothing is showing up. So I fill out a form to have someone contact me.

And I wait. And wait.


Finally over the weekend I called. They are only open M-F, 9-5. Which is fine, totally normal.

So, I call back first thing this morning and get someone named Manny.

He looked up my order and states that it was "lost" and will not be filled. He lets me know that they have no way of knowing who's orders had gotten "lost" and thus why no one had contacted me. (And says this like "Uhhh of course we don't know who to contact... duh")

He says this as if it's no big deal and cannot seem to understand why I feel that this is a problem. He offers me a $5 credit for the inconvenience. (As well as a FULL REFUND and FREE SHIPPING next time - um. Woo Hoo.)

Clearly you are going to give me a FULL REFUND - I'm not getting what I ordered.

And $5? Will that even cover a tank of gas these days?

He repeatedly is interrupting me the whole time and acting as if I'm crazy. He will not listen to a word I have to say, at all. He continues to keep talking over me. He is not apologetic at all. Not one bit.

I ask that his manager calls me to discuss and we hang up.

Meanwhile we exchange e-mails and don't make any progress.

Knowing that they close at 5pm and not having heard anything by 4:30 I call back to Totsy and Manny answers. I state who I am. He says to me that it will now be tomorrow before I hear from his manager because she called in sick today. Why didn't he tell me that this morning? I waited all day to hear back! I tell him that I think $5 is unacceptable and that he is extremely rude.

He then proceeds to TELL ME that he has EXCELLENT customer service. That he has worked in customer service for years and that he is GREAT at it. He even USED to be a supervisor.


(Yes, verbatim that's what he said to me!!!!! Totsy, you need to check your call records. That's RIDICULOUS!)

Me? Um. I'm a customer. Seriously? You are telling ME that I'M unprofessional?

I say "so no one that is a manager is in that whole building to speak with me?" He then YELLS at me and says "STOP putting words in my mouth".

I realize at this point that I am getting no where. I say yes, please have your manager call me first thing tomorrow morning. And that this experience has been awful and I will be tweeting and blogging about it. And he says....

GO AHEAD. (And yes, in the worst tone ever.)

I know. I couldn't make this up if I tried.

Y'all I have had some AWESOME experiences lately - namely with Rue La La and Lands End Canvas (Handwritten thank you notes? How freaking awesome!).

And yes I have already told EVERYONE I have come into contact with about this. And I will continue to do so. I was shaking and almost in tears when I got off the phone. I don't think I have EVER been treated so badly from a "customer service" rep in my life.

So I'm sad to say Totsy will not become a part of my daily deal shopping. And I will be discouraging others from shopping with them too. It is just unacceptable to be treated this way and I want to prevent it from happening to anyone else!!


Brittany said...

That's terrible, I watch their deals daily but if that's how the treat customers I'll stick to zulily and babysteals. Thanks for the heads up. Hope the compensate you for their rude employee.

Lindsey B said...

This is horrible. I hate nothing more than bad customer service.

I'm sorry you were treated so poorly but thank you for the PSA regarding Totsy. I won't be doing business with them based on your experience!

Melissa said...

Yikes! Sorry you had to go through that. I hate it when companies act like it is our privilege to be able to shop with them, instead of the other way around! I hope they resolve it satisfactorily for your sake, but I won't be making any more purchases regardless!

LG said...

That is COMPLETELY Unacceptable and I will remove them from my emails immediately.

Sonja said...

I'm so sorry you had to deal with that! Thank you for sharing! I know where I won't be shopping now. You were much better than I would have been to him! So RUDE!

mrs.mfc said...

Ohhh no that is terrible!! They will NOT be happy once they hear how an employee treated you! Wow that is horrible!

Cole said...

Wow, that is one horrible experience! I'm so sorry that you had to go through it.

the workaholic momma said...

YIKES - what a mess!!! Thanks for the info - sounds like they need some customer service training ASAP

I'm just the MOM said...

I am totally unsubscribing from their emails too. That is just too much!

Lis @ ATruckerWife said...

WOW! that's just insane. It's crazy how some companies just don't realize how big word of mouth marketing really is! It could be FREE positive marketing or it could be disastrous to their public image!

I'm so sorry you had to deal with this!

I hope you get to hear from the mgr soon

Sonya said...

Sorry that you had such bad service. I'm glad you shared though. I'm the same way, if I don't get good service I let everyone know. There are several places I won't do business with because of that. It's even worse if it's not something local and you have to contact them in other ways. Apparently they have never heard that the customer is always right!

Laura said...

Oh man, theres is nothing worse than bad customer service. I have never heard of this company before so thanks for the heads up!