fashion bug complaint

I made the following complaint to the BBB & the company did not respond to my complaint- then I emailed the same complaint to the company and still no response.

I have several complaints about my one order with this company. I went to their website on Sunday Dec 3, 2006 to place an order for a $30 gift card for my neice who was to be shopping at one of their stores on 12/9 at an invitation only event. My order # was 81625430. To ensure the gift card reached my neice in time for the sale, I paid $14.00 for fedex standard overnight shipping- guaranteed delivery by 4:30 next day. The website said that my order would not be processed until the next business day which would be Monday Dec 4. I did not expect my package delivered until Tuesday Dec 5 by 4:30 pm. On Dec 6th I checked the status of my order online. The website said still processing. I emailed them at 10:22 am through their website. There was no phone number listed under "contact us", only email & regular mail. I explained that I had paid extra for expedited service & I wanted them to let me know how to get more info on the status & the delay. I received an email from their company at 10:23 stating they received my email & customer service representative would get back to me within 72 hrs. I thought the time frame was a bit long for a package I expedited. At 12:59pm I received an email stating my order was still processing & would ship within 24 hours and when it shipped I was to receive a confirmation. This email included an apology for the delay but no explaination. I called a local store to find out how to contact the office for a website order. I was given a number and that representative gave me another phone number to call. So now my order is late and I am getting the run around. Finally, I had a representative to speak to who advised me that it takes 3 days to process an order which would have brought us to Wednesday before it shipped(the website does not state that when you place the order) and then he told me the design on the gift card I chose was out of stock yet, no one had contacted me. I chose a new design and had him update the order. While I was talking to him I was looking at my order online. I noticed I put my city, state & zip on the shipp to address in error. I asked the rep. to correct it and he did. I logged out and back in and saw for myself that the changes were noted. He told me my order would go out that day, for delivery on Thursday. On Saturday, My brother called me to tell me that they hadn't received it. I called Fashion Bug again and they said it had shipped USPS force ship which was overnight and that they should have received it but that there was no tracking number for this type of shipping. I requested a refund of the $14.00 shipping as it did not reach the destination by the time I had expected. I was told to wait until Monday and call back to request the credit. He did give me the number for the gift card and a special code that he said my neice could use at the store. I went online to the website again because I thought I remembered asking them to use Fedex as my experience with Fedex was that you get a tracking number. Sure enough, if you go to the help section and look up the shipping options, the $14.00 option I paid for was supposed to be Fedex. I called back and spoke to Michelle and she said that the previous rep. did not tell me correct information, my package had gone out Fedex with no tracking number not USPS and that she could put in the credit request. I have received the $14.00 credit on my creit card. When my neice went to the store & tried to use the card number I gave her the store rep. told her that they had received notice not to accept this method as there was a rash of fraud and the policy had changed. The store manager new my sister in law and allowed the transaction. Monday they received the pacakge that was sent with a 39 cent stamp regular mail. In addition, I never did receive an email confirmation that the gift card shipped as I was told in their email. I am requesting a full credit of the $30.00 as this business participates in false advertisement and misrepresentation of the facts. I believe the staff knowingly gave me incorrect information about how my order was shipped to cover up the fact that they hadn't shipped Fedex which I paid for. When I called back again to question it again i was then told it went out Fedex and they would be glad to give me the credit right away and not make me wait until Monday. I wonder why. This company needs to tell people that it takes 3 days to process an order even if you over night it. This company owes me an apology for my time I wasted in following up with them. I was never advised that my gift card design was not in stock, I was not advised that my package had shipped and I was not advised that it had shipped in a manner other than what I had paid for. I think they dupe people for the shipping money and send packages regular mail and pocket the difference. I do not think they are operating honorably. In summary, an apology, a shut down of their website until they update it to represent what the true facts are about ordering through their company and a full refund. I of course did not include the 2 phone calls to the local stores or the 2 long distance phone calls I made to their corporate headquarters 706-644-2194 because I have a package deal with my phone service provider and those charges would not be itemized so I could not tell you the actual cost. I think a full investigation should be made of their business practices and they should have a warning to consumers listed with the BBB. I recently received a mail promotion offering me a discount on my next order. It was not in an envelope with an apology. It looked like a mass mailing for all of their customers. Not for disgruntled or unsatisfied customers. I guess they do not go through the complaints before sending these things out. If they think I will ever purchase from them again they certainly have another thing coming. So how do I get off their mailing list now?

From,

Wendy Ferner

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