Beatrice09
Rough_Rock
- Joined
- Mar 20, 2016
- Messages
- 62
Hi all, I think this is the appropriate subforum to talk about customer service, if not I'm sorry and please let me know.
I'm happy about the quality of Victor's jewelry pieces and have ordered a few for family members, so this is only about the customer service that I received from Nicholas Abbondante with VC as I never talked to Victor directly. I was told Victor does not email customers.
I have a VC piece sent back for service in September. I purchased the shipping label directly on the Fedex website and sent the label to Nicholas. He said he couldn't drop the package off at Fedex (there's one right next to his office building and he did before) due to COVID and it's $15 for a single Fedex pickup. So I paid $15 but shortly knew that a pickup was $4 from a Fedex rep so I mentioned it to him and he said he wouldn't know how much because their Fedex bill didn't arrive yet.
I forgot about it and assumed he'd sent it back once he knew. It ended up that the $4 pickup fee was charged directly with my credit card not with them because I was the one who purchased the label from Fedex. I didn't notice this until today when I was organizing all the receipts for last year so I send an email to ask if he could fully refund me. And just seconds later I found out he sent $11 instead of $15 last year, which was the reason I thought he did not refund me. It's a tiny difference so I almost felt bad I just sent the email for my $4 lol, but his response was "we've done the accounting already for this".
I thought I deserve a more sincere sorry and explanation. It is their responsibility to let me know they weren't billed TBH if he just explained nicely and promised that they would take better care forward I wouldn't say another word. Although it doesn't seem very nice to let customer pay the fee they weren't supposed to no matter how small. But his next email is "We’ll have to charge you $30 for this because I had to leave my desk during Covid and take 20min to personally drop off your package with FedEx." Really?? It's so ridiculous because I literally have his email said he couldn't drop off back in September "I just want to let you know that the FedEx guy just came in to pick up your package." I was so upset and pointed out if he had said “accounting is done” then why you could bill more now? It’s obviously just an excuse to avoid issuing a refund, for just $4. His last email is "I’m asking that you do not contact us again please. I will be sending your emails to spam going forward."
Is it ok to treat your customer like this? I don't care about such a small amount but I care about the right principle of doing business, it's not the right way. I still love VC's jewelry pieces but it left me a bad taste in my month and I don't know what to do if my family ever needs to repair their VC jewelry in the future. Thank you for reading.
I'm happy about the quality of Victor's jewelry pieces and have ordered a few for family members, so this is only about the customer service that I received from Nicholas Abbondante with VC as I never talked to Victor directly. I was told Victor does not email customers.
I have a VC piece sent back for service in September. I purchased the shipping label directly on the Fedex website and sent the label to Nicholas. He said he couldn't drop the package off at Fedex (there's one right next to his office building and he did before) due to COVID and it's $15 for a single Fedex pickup. So I paid $15 but shortly knew that a pickup was $4 from a Fedex rep so I mentioned it to him and he said he wouldn't know how much because their Fedex bill didn't arrive yet.
I forgot about it and assumed he'd sent it back once he knew. It ended up that the $4 pickup fee was charged directly with my credit card not with them because I was the one who purchased the label from Fedex. I didn't notice this until today when I was organizing all the receipts for last year so I send an email to ask if he could fully refund me. And just seconds later I found out he sent $11 instead of $15 last year, which was the reason I thought he did not refund me. It's a tiny difference so I almost felt bad I just sent the email for my $4 lol, but his response was "we've done the accounting already for this".
I thought I deserve a more sincere sorry and explanation. It is their responsibility to let me know they weren't billed TBH if he just explained nicely and promised that they would take better care forward I wouldn't say another word. Although it doesn't seem very nice to let customer pay the fee they weren't supposed to no matter how small. But his next email is "We’ll have to charge you $30 for this because I had to leave my desk during Covid and take 20min to personally drop off your package with FedEx." Really?? It's so ridiculous because I literally have his email said he couldn't drop off back in September "I just want to let you know that the FedEx guy just came in to pick up your package." I was so upset and pointed out if he had said “accounting is done” then why you could bill more now? It’s obviously just an excuse to avoid issuing a refund, for just $4. His last email is "I’m asking that you do not contact us again please. I will be sending your emails to spam going forward."
Is it ok to treat your customer like this? I don't care about such a small amount but I care about the right principle of doing business, it's not the right way. I still love VC's jewelry pieces but it left me a bad taste in my month and I don't know what to do if my family ever needs to repair their VC jewelry in the future. Thank you for reading.