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“Waited for my order, went through a disappointing...”

Written on: 12/05/2011

Waited for my order, went through a disappointing customer care process, and cancelled the order.

The item was a gift for my wife and I requested expedited shipping. One day after placing the order online, I received an email from Net a Porter asking me to call my credit card company, ask them to add the shipping address to their system, and confirm via email that it was done. I did so immediately, sent the email, and received an automated confirmation. Two days later, a representative called me and she asked me to call my credit card company, ask them to add the shipping, and.... all over again! I understand that these things happen from time to time, and my logical conclusion was that Net A Porter did not look at my email, the response was system generated and was left unattended... So I explained to the rep that I had done everything. I mentioned the emails and proposed to send her the email trail to facilitate. The rep told me that we should be fine, that she would take care of it, and that she would call me back. She didn't. The next morning I called customer care. After three attempts I finally got through to a gentleman (I believe his name was John) who was not sympathetic at all about my situation. Instead of helping me, he continued to quote company policies kept telling me that per company policy I needed to call my credit card company, ask them to add the shipping.... again!!!. and despite the fact that I kept telling him that I had done so already. He also offered no compensation or expedited delivery and told me that the item would be shipped per normal company policy (as if we were doing the order all over again). Finally, and to make things worse, he asked me to give credit card information again. By that time, there was no doubt in my mind that Net a Porter was not not going to deliver so I had no choice but to cancel my order.

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