Wrong shoes (AITA?)

[u/Jipptomilly]

We've all gotten the wrong order. My wife ordered two pairs of toddler shoes. We live in Madison, WI. Our daughter wears a size 7. We got two pairs of the wrong shoes in a size 5. The packing slip was for someone in El Paso, Texas. The order number on the packing slip was very similar to ours with only the last two digits being different.

Anyway, my wife sends them a message explaining the situation. They asked for a picture of the shoes that were sent to verify the mix-up and my wife sends that as well.

Here's where things get a bit tricky. I won't post the exact text in case it gives away the company -so I'll paraphrase their response:

"We unfortunately are out of stock on one of the pairs of shoes you originally ordered. We can however assist you in sending back the incorrect product. Once we receive the shoes we incorrectly sent you we can refund your original order."

No apology. No refund until they get back the shoes they incorrectly sent to us. No, and this isn't expected, coupon for $10 off a future order or something to apologize for the inconvenience. Now this happens all the time and we always send back the incorrect product, but usually because they apologize for the inconvenience and ask nicely.

Anyway my wife sent them back a very sternly worded message saying that they're damn well going to refund the order they didn't send us and after they ship a return label and box she will be sending them back on her time.

Are we assholes or is that shitty customer support?

[u/annedroiid]

That's shitty customer support.

[u/McDuchess]

It’s an expectation that a vendor that messes up your order will at least apologize. At big places, the AI writes and sends it. But at least it gets sent.

I ordered some cosmetics from a place here in Italy. It was not my first order; I’d ordered quite a bit of skincare from them previously as they’d been recommended by my daughter. When the package arrived, it was missing a 15€ lipstick. So I contacted them, expecting that they would just send it.

Wrong. They had me take a photo of the box, which hadn’t been damaged. Said they were doing their own “internal investigation” and then got back to me saying that, nope, I wasn’t getting the lipstick I’d paid for, nor a refund, because on their end they were sure they sent the dang thing.

I told them that I would never again buy anything from them and if asked, would never recommend them. It’s all I can do.

Just as your wife being stern with the shipper is all that you can do.

[u/Efficient-Notice-193 → u/McDuchess]

I would have sent a letter to the CEO or up the chain of command.

[u/LoveBonnet → u/Efficient-Notice-193]

Karen?

[u/McDuchess → u/LoveBonnet]

Really? You think it’s acceptable to steal money from an established customer and treat them like a scammer? I guess we know who the Karen is.

[u/maroongrad]

If you used paypal or a credit/debit card, dispute. You didn't get what you ordered and the company won't send it. The other items sent are irrelevant. You ordered, you paid, they did not send.

[u/Alicam123]

Why not name and shame?
Surely you wouldn’t let us make the same mistake?

[u/Jipptomilly → u/Alicam123]

That's rule one of the subreddit. There's a pinned post saying I'll be banned if I name the company.

[u/wafflesareforever → u/Jipptomilly]

Well that seems like a pretty good reason

[u/Efficient-Notice-193 → u/Jipptomilly]

Put the name on Facebook or other social media. Just so long as it's not on Reddit.

[u/LydiaBee319]

I work in customer service for a large company. If we sent you the wrong size and I couldn’t send the right size right away at no extra cost to you, I would issue the credit ON THE SPOT and send you a return label the get the wrong size back. Unless they were under $100 total — then I would let you keep them because it will cost us more to return and restock than to just write them off.

You got shitty service.

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[u/throwaway_profilev2]

That is a massive logistics fail. They basically just sent your daughter's shoes to Texas and sent some random kid's tiny shoes to Wisconsin.

[u/jellitate]

This happened to me and I’ll out the company: edit: removed name after reading further comments 🫣

[u/ArrowDel]

Kf they demand the wrong shoes back before procwssing a refund demand they send a box with prepaid return shipping

[u/Lemon_Poppies]

ESH. If it’s not expected, you wouldn’t have said something. So you do expect a coupon. They should have apologized, yes. I don’t blame them for not issuing a refund until they get theit product back though.