Help, please! Shopbop screwed up BAD!!

I could really use some advice, I had ordered a pair of Freebird boots ($330) which is a LOT of money (for me) back in June. I was disappointed with the coloring, so I ordered a 2nd pair (not an exchange, because I was afraid they'd sell out before that processed) shortly afterwards- about a week. I had already returned the first pair, and when the 2nd pair arrived, I sent them back also. I had checked w/Shopbop to see if the first was credited, which I'm sure it was. Yesterday I received the boots back, with a snotty note saying that they would not process the return because of 'lack of information' about the order. AARRGH! I have only ordered those 2 items, ever, from them. I checked online and *now* it says the 2nd one was credited, not the first, putting it beyond the 30 day return limit. I am just sick... we cant afford to just kiss off the money and I had found the boots elsewhere, so now I have a very expensive, unwanted duplicate! I know DH is going to be so angry when he finds out. I cant find the CC statement either Any suggestions? I don't want to deal with ebay, consignment shops if I can help it. Thanks for reading this....

12 years ago

Jjsloane

Veteran

Have you tried telephoning or messaging them? I would have both your order #s available and explain the situation. Did they come with a prepaid return label that you used for both? Document when and who you speak with and ask for how you can clear this up. I don't have any personal experience with returns on shopbop, but they are a high volume site so they should have someone who can help you.

kkards

-- contact shopbop and talk to them about 1) why the return was rejected and 2)why it took so long to let you know it was rejected.
it should be easy to reach them thru either email or on line chat.
then nicely ask them how you can resolve this issue.
--your credit card statement should be avaiable on line, and i know that mine goes back a long way. so you should be able to get a record from June without any problem.

remember nice goes a long way.

Debbie

Call them and you should be able to work it out. Usually they are pretty helpful.

biscuitsmom

No, I haven't yet... I wanted to ask here first. I had a prepaid label for the first one, but not the 2nd (I sent it according to their instructions on how to return w/out a label) but I did enclose the shipping slip they had sent. I definitely will document, thanks... now if I can get thru the call without crying

Suz

(website)

Oh no! This sounds so worrying and frustrating. I am sorry.

I'm not sure I completely understand the logistics of the entire situation, but here is one thought:

1. You can get a copy of your credit card statement from your bank.

2. See if the sender (postal service or courier) has a record of the date you returned them.

3. Phone and ask to speak with someone. When Shevia found a problem with one of the items she had ordered, she phoned them and they allowed her to keep the item at no cost. In this case, the item is not a problem, but it has to do with mailing, etc. I am sure they will be more reasonable.

MsMary

Also, if all else fails, you can file a dispute with your credit card company.

Thanks so much! The only problem with getting a CC statement, and I'm embarrassed to say it, is that it's in DH's name and I REALLY don't want him to know about this, if I can help it. He knew I ordered them and all, but I don't want to refresh his memory and if I cant get a refund..OY! I will check with the Post Office and try calling and getting a name, for sure. Absolutely will be polite and nice, too.... it does go a lot farther, usually

Great suggestion too, about pointing out the length of time for not crediting or letting me know!

Glory

Oh how horrid for you. I agree call them write away. For me it sometimes helps to write out the case and the questions/points you want to make. They might be quite excellent about it. If not, then take the other steps mentioned.

That's a great suggestion also.... it might help me from getting too upset. It's just extra stressful at home right now-Biscuit is taking a turn for the worse, DH's hours have been cut, etc. So it's not good here.

cinnamon fern

Biscuitsmom, if I were you I would call them right away and just calmly explain what happened; like you did in your post. My experience with shopbop customer service has been very positive. Try the simple solution and see if it works before you think about the what ifs

I'm sorry about Biscuit. We have two geriatric dogs.

Thanks, CF. I know our time with him is running short (he was diagnosed w/a liver tumor April 22nd) the Vet said if they removed it, he'd spend what time he has left just trying to recover from the very major surgery He had cancer before, a tumor on his side that we had removed, about 4 yrs ago. He was getting old then.... most Shar Pei live 8-10 yrs, and he turned 12 this past May. I wish you the very best luck with your fur kids

ironkurtin

Seconding/thirding calling ShopBop direct. I'm sure you can work it out. They are well known for good customer service.

It's really reassuring to hear that from you guys... now I just need to find a time to do that when DH isn't here.

Makrame

I have had really good experience with Shopbop customer service (I used their online chat feature). There was a package that went out to me but got lost, and they promptly credited me for the lost package. So my guess is you should be able to get this resolved.

BiscuitM, it worries me that this is something you have to hide from your husband. I'm sorry to hear that.

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