I ordered a care package from this company for my daughter at camp. I spent quite a long time sorting through the various items they had available to tailor the care package for my daughter since she is quite selective. After submitting the order, I received an email the next day stating they were out of stock on one of the items I requested, suggesting an alternative item and telling me to contact them so that they could send out my package. Since I was at work, I did not receive the email til later in the day, but they called my house and told my husband the same thing. He told them that my daughter was very particular and they shouldn't substitute anything and should wait to talk to me or cancel it. When I had a chance to respond to the email when I got home, I confirmed what my husband said and told them not to substitute the item and to let me know what other options there were before sending out the package. I was emailed back and told that they had gone ahead and made the substitution already and sent off my package anyhow. What?!?! Why bother emailing me telling me to contact them so they could send out my package or calling my house if you're going to do whatever you feel like anyhow??
I emailed them and told telling them what they sent was not what I ordered, not what is appropriate for my daughter and that I was very upset and expected a refund. The owner called me in response and basically told me that I was a mean person for telling the company that they made a mistake when they were only trying to send my daughter a care package. Yeah, I get that, but I shouldn't have to pay for your mistake when what you sent isn't what I ordered, you should. It's a business. You make a business mistake, you apologize and do your best to make it right, not issue a $3.99 refund on a $60 purchase when you were told to cancel the order or wait until something new could be selected to send. She told me that it's people like me who make her not want to be in business anymore. Lady, haven't you ever heard the customer is always right? And in this instance, the business made a mistake. Bad judgment not following your own email or listening when my husband says cancel the order if you can't get a hold of me and can't wait. The owner said that I was overreacting, that she has two daughters of her own and that my daughter would love what they sent her. What?? I think I know my daughter better than her. Maybe her daughters like the cute pink thing they sent my daughter but my daughter doesn't like cute pink anything, which is why I hand selected a care package for her.
I tried to be patient and calm. I tried explaining that I understand what they did but that it was a mistake just winging it on their own. Reasoning was useless. I was on the phone far longer than the resolution of this matter warranted. The owner was insistent that all she would do was refund $3.99 when the entire package shouldn't have been sent. I mean how hard is it for a company who says they send thousands of packages a summer to accept they made a mistake, eat the $60 or offer to give me a credit for another time or something, anything to acknowledge they made a mistake and to try to make it right? Instead, for $60 they have engendered tremendous bad will and still haven't gotten that the point. I didn't order a generic care package. I will never use this company again. Lesson for the company, we know our own children better than you.
Don't take it upon yourself to send them something we didn't order, didn't want sent and then have the audacity to charge us for what you sent. I'd give them less than one star if I could for the colossal waste of time this has been, not to mention my daughter getting a care package which will not have the intended effect as then I ordered it. read more
