My problem is simple ... a pair of polarized sunglasses that cost about $34 have lenses that keep falling out of the frame after about a month of use. and oh btw, they are kept in a hard case. so, I'd really like to get a pair of sun glasses that don't disintegrate within a month of purchase. Not a big deal, right? Call them up, give them your order # and send them a picture of their defective sunglasses and get a replacement ... right? Wrong!
But wait!!! They don't really want you to return anything, do they???
Sure, they say YES to everything. They are super nice. But you can forget easy, quick or efficient in their response to a return or complaint. Let's see how they make this as time consuming and frustrating as possible ...
Get out your stone and chisel! this is gonna take HOURS (not this review, the WARRANTY process)! if that's the way you want to spend your time ... well, ok but ... i dont.
FIRST, they send you a form called the PEPPERS EYEWARE WARRANTY CLAIM FORM. Pretty lame form. No phone numbers but a couple of links and an email. (just what i needed more of ).
Next, you realize they didn't send you a mailing label. What??? Why should I have to pay for return of their shoddy product? So, you have to call or "chat" with someone to get that. But wait! You can't get a return mailing label from Peppers. They don't do that was their explanation. Another massive time eater and a minor expense ... which BTW, I DO mind. They add up.
Next, the helpful "chat-er" reminds you that you have to send them PROOF OF PURCHASE so you need a paper copy of the invoice to mail back to the company that already has all of this on their computer. lovely, huh? anyway, can't print the invoice out from the website so it's back to the very pleasant "chat-er" to request an email with your invoice so that you CAN PRINT IT OUT AND RETURN IT TO THE COMPANY THAT ALREADY HAS IT!!!!
CAN THIS BE ANYMORE ANNOYING?!?!? Yes, I am frustrated with PEPPERS but they are just one of many. ON LINE CUSTOMER SERVICE IS A JOKE ... A REALLY BAD JOKE.
BRING BACK THE PEOPLE THAT KNOW HOW TO DO STUFF FAST AND OVER THE PHONE!!! people who know if the customer has a valid complaint or is just trying to get something for nothing (you know who you are ...)
Like I said ... they don't really want you to return anything, do they? At least Amazon makes it easy. No wonder they are taking over the world. Serves the world right.
So ... after this little temper tantrum, what do I want? Simple, quick efficient returns or decent products that don't fall apart in the first place.
Quick update ... I bought the glasses in March, they failed in April. Replacement pair arrived in mid June. In Peppers defense, even tho I FEDEX'd the defective sunglasses back to them with the WARRANTY FORM & the original RECEIPT, FEDEX lost the package which threw me into yet another black hole of crappy Customer Service.
BRING BACK THE SERVICE & THE PEOPLE to Customer Service. read more