dissatisfied with return/refund experience

Posted Fri April 6, 2007 9:28 pm, by Tanya W. written to Bloomingdale's

Write a Letter to this Company

I placed an order over the phone on February 14th for a coat. I wanted the coat for my outdoor wedding on the 18th. I requested express shipping twice to the customer service representative (rep), and she quoted me the express shipping price and told me the coat would arrive on the 16th.

On the 16th, no coat arrived. I called customer service, and this rep could not find my ORDER by the ORDER number that was e-mailed to me. He needed the CONFIRMATION number that was given to me over the phone when the order placed. Why are these numbers different?

I went into the office on the 17th (Saturday morning) to try and find the scrap of paper that I scribbled the confirmation number on. I called customer service again, and this rep found my order and told me that it would be sent regular shipping, and it hasn't left yet. I asked her to cancel the order because I no longer had any use for the coat. She told me that she could not cancel the order because she cannot communicate with the warehouse on such short notice.

The coat arrived on the 26th (10 days late, 8 days after the wedding). I sent it back on March 1st, and as of today (April 6th), I still don't have my refund. I have called customer service three times. All three reps told me that there is no record of the item being received, and the latest rep explained this is because the warehouse does not update until the refund is issued.

The first of the three reps told me that she put in a request for refund. A few days after that call, I got a refund, but ONLY for the SHIPPING amount. The second rep told me that refunds normally take 25 days, and I should call back the following week. I called back as she instructed, and the third rep told me that it would take 25 to 30 BUSINESS days (30 business days = 6 weeks).

My credit card was charged the day the order was shipped, but it takes 6 weeks to refund the money?

I would like my refund, and for Bloomingdale's to improve its return process.

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Re: dissatisfied with return/refund experience by RedheadWGlasses Posted Sat April 7, 2007 @ 2:43 PM An outdoor wedding in February? That's nuts! But I love it! Too bad Bloomingdale's couldn't get its act together and get it to you on time. Six weeks to refund your money IS RIDICULOUS. I think you should call back and insist on speaking with a supervisor. Reply Re: dissatisfied with return/refund experience by Harleycat Posted Sat April 7, 2007 @ 8:48 AM While I agree you should get your refund faster than that I have to point out that, even with express shipping, ordering something four days before your wedding was cutting it close. This is especially true since you placed the order on a Wednesday and needed it by Sunday. Many shipping companies don't deliver on Saturday and Sunday. Some deliver on Saturday but only in the morning. Another issue here was the major storm in the Northeast on the 14th. Even if you weren't in the storm area, many shipping companies were backed up because of the delays caused by it. Reply That's not my complaint by Tanya Sat April 7, 2007 @ 1:36 PM Re: dissatisfied with return/refund experience by LurkingBrennie Posted Sat April 7, 2007 @ 2:14 AM That does sound ridiculous. Did you by chance try to escalate the call at any time? Sometimes supervisors can make things happen a little quicker but you have to ask for them. I feel for you on this one. Nothing gives me anxiety like a package not arriving on its set date. Good luck on resolving this issue. Reply Not yet by titania Posted Sat April 7, 2007 @ 1:42 PM But I will next time, thanks for the suggestion. Reply