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| One Kings Lane Messed up my order then provided horrific customer service. San Francisco, California |
| 19th of Oct, 2011 by User640570 |
Let me begin by saying that I do not expect any kind of response from OKL as I have already written letters of complaint to their founders Susan Feldman and Alison Pincus as well as their CEO Doug Mack and filed a complaint against the company with the Better Business Bureau. Throughout all of this communication OKL refuses to accept responsibility or apologize for either their mistake in my order or the horrific customer service I encountered trying to fix the problem they created. Customers should know that dealing with OKL customer service is like talking to a brick wall. The absolute bottom line is that they do not care about making their customers happy. Long story short, I placed an order with them and they sent me the wrong item. I alerted them via phone call the same day I received the package. It took 7 days, 4 emails and 3 phone calls before they even took any steps to send me the correct item I ordered. This was a mistake on the part of OKL and they should taken action to correct their error within 1 business day of when I reported the issue. There is no excuse for them waiting a full week to respond to my complaint.
Their customer service reps did not show any sense of urgency or behave proactively. I had to hunt them down and jump through hoops to get a prepaid shipping label and schedule fedex pick up for the return of the incorrect item and a refund on my original shipping charges. No one at OKL took ownership for the mistake- they kept passing the blame to their “vendorâ€. After I wrote my letters to the top management at the company, I was contacted by a “VIP†customer service agent named Lori Santori who, still not offering me any compensation for my troubles or acknowledging the fault of OKL, asked ME what I wanted them to do to make it up to me. Once again, completely not proactive. I asked for a 50% refund on my order of $229 + $22.45 tax. They gave me $20. Thanks SO MUCH. I also went ahead and filed a BBB complaint against the company. Their Customer Care Manager Alexis Chapman responded to my complaint saying that they feel they handled my order perfectly fine and I have nothing to complain about since they refunded me my shipping charges and gave me a $20 refund. Still not accepting responsibility for the error or acknowledging faulty customer service. Ms. Chapman also said that it would be standard procedure for their vendor to take 7 days to ship out the correct item I ordered. My issue is not with the time it took to get me what I ordered so much as their lack of communication. If it takes 7 days, then the first phone call I made to tell them they sent me the wrong thing, they should have said, ok we will contact our vendor ASAP, and you will have what you ordered within 7 days. They did not do this. I had to call and email repeatedly to get any kind of timeline or information on what action was being taken. And of course, per Lori Santori and Alexis Chapman, there is nothing wrong with not communicating with your customers. One final note, OKL went ahead and deactivated my account on their website without alerting me. That is totally fine with me because I would NEVER, EVER if my LIFE DEPENDED ON IT consider purchasing from their terrible company again. However, it did strike me as shady that they just went ahead and did that without letting me know. Clearly, they are not interested in improving their customer service and just get rid of your account if you have the gall to make a complaint against them. I will never shop at OKL again and strongly suggest others stay away as well. |
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