Juvenile Planet has had some of the worst customer service I have ever experienced. I placed an order on 11/03 off of their website to have a dresser shipped to my house. I inquired via text on 11/14 about my order and when it would ship, which then I received a text back stating that they needed me to send a picture of the front and back of my drivers license and a picture of my credit card.
I did not feel comfortable providing this information via text and therefore I called the store phone number on 11/18 to again inquire about my purchase. The employee on the phones response was "and?" until I further explained had long it had been since I made the purchase; during this call I was told that they did not ship furniture and they weren't sure how I was able to make that purchase online. It was agreed upon that I would receive a refund. Although the customer service during this phone call was less than polite, it doesn't compare the follow up conversation I had when the "store manager."
Within a few minutes after this phone call, I received a phone call back from the so called "store manager" stating that in order to process the refund she would need a picture of my license and credit card. I asked if I could mark out all of the "important information" in order to not have my information stolen and she questioned me "why would you want to do that other than if you are doing fraud?" I told her that I didn't understand why she would need that information to simply refund the credit card that was used. She explained that they have had a lot of "fraud purchases". I again stated that I didn't understand why she would need that information to simply refund me. She then tried to change her story that they were going to ship the item to me, and I made the comment "well can you ship or not ship the item?" She stated that she could have it dropped shipped. I asked to explain what this was, but she did not answer my question. She again hastily accused me of being fraudulent. She stated that she was going to report this to the head store manager, and when I asked if I could have the head store manager call me back, she stated that she was the store manager. I asked her "then why did you say that you were going to report this to the head store manager?" After this question, I could her her whispering on the phone and then she hung up on me.
This "store manager's" tone and approach to this inquiry was totally unprofessional; she became very snarky throughout the conversation, kept changing her story, and accused me of being fraudulent multiple times when I was simply asking for a refund on an item that I was originally told could not be shipped. read more
