Precarious online service

Posted Fri August 3, 2012 10:37 pm, by Maria J C. written to Burberry

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I placed two online orders in a two weeks period, expending almost US5K and I received a damaged item in one and a wrong sized item in the other.
For the damaged item, I just went to the local store for a exchange.
For the wrongly shipped item I have not this option since is not available at the store. I contacted customer service and the answer I got is totally unacceptable " we going to reimburse you for the shipping cost - $20 and charge you again for the right item. You have to understand the warehouse makes mistake, your size was sold out and the send you the best they could and we can not do anything about it" Brilliant! I asked to talk with the manager who basically told me he couldn't do anything more than ask me to go to the store, return the item and wait to see if they could locate the right size for me. He was polite but did not do anything out of the typical help desk script.

If you want to extend your business online the customer service has to be the same like the one you have at the boutique. Being a high end brand, where you pay small fortune for any item there are no space for mistakes. It seems like the warehouse is where they keep the low quality items and very bad trained employees, who delivery careless.
What I expected is to either have the online people to locate and send the right item with no cost to me right away. I will be returned it by mail tomorrow morning. Or at least sent it to the store and have some body there bringing it o my home. This is what I expect from a brand like Burberry. I shop there a lot and for many years, so where is the loyalty and respect values? And offering me with a $20 refund is ridiculous based on how much I have expend. Nice touch but definitely did not help at all.
Nordstrom and JCrew has done that, and their online business is growing faster than their retail and I keep shopping online with them. They make my life easy and my purchase experience risk free. Sadly I don't see this happening to Burberry.