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 Disappointing customer service!!!
Posted Fri August 17, 2012 5:29 pm, by Risa F. written to Cache Inc.
Write a Letter to this Company
On Sunday August 13th I placed an order for an ombré top priced at $128. I used a $25 off coupon so my top came to $103. Less than 12 hours later I received an email about a 30% off sale. I immediately checked on your website and read that you offerred price adjustments. No where did I see that you did not do price adjustments after a discount was used. The difference was $14. I immediately called on Monday and explained the situation to a customer service rep. I was told he would send off an email and someone would get back to me.
By today(Friday) I heard nothing, so I called back. A different customer service rep asked her supervisor if I could receive a price adjustment and twice she was told no. She could not authorize it. My response was "so you would rather lose my $103 after I return the item out of frustration as opposed to simply crediting me back $14?". The answer apparently is yes.
I don't know how you plan to make a profit or retain good customers with policies like that.
I am a member of quite a few online fashion communities and am more than happy to relay my poor experience with Cache to them. At this point it is not even as much about the money as it is principal. Is this how you want your customers treated? If so I will gladly take my business elsewhere.
An apology would be nice, as would the price adjustment. I also propose better customer service supervisors who are more dedicated to retaining happy customers.
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by spunkyboy08 Posted Tue August 21, 2012 @ 11:07 AM
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I immediately checked on your website and read that you offerred price
adjustments...
Well..according to another poster, cache indicates on their webiste...
may not be combined with any other coupons, discounts, or in-store
offers or be redeemed for.
I wonder how that poster was able to find that information, but you
were not.
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by PepperElf Posted Tue August 21, 2012 @ 7:48 AM
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The problem you have is that you no longer have the coupon in front of
you.
Most likely the coupon may have said on it "cannot be combined with
other offers".
Oh I found it... the phrase Cache uses is "may not be combined with
any other coupons, discounts, or in-store offers or be redeemed for
cash"
And from what it looks like on their website they use that disclaimer
with pretty much everything.
So that's probably what happened. Sure you want to strong-arm them
into losing over $100 for not making you the exception to the rule,
but... if they do that for you then EVERYONE has to get the same
exception. Which then means they lose more than just one customer's
profit.
I know it sucks to have rules apply to you when you don't want them
to, but ... sometimes that's how things go.
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