Problem with customer service
0Apologies for airing this publicly, but I have been trying to get a problem solved for a long time now via the normal channels (“I have an issue with my order” web form and follow-up e-mails), and have not received a single reply to my messages in over a month.
I reported a problem with one of my shipments – a single bottle in the case had broken during shipment, soaking the packaging and wetting most of the other eleven bottles. I reported the issue using the “problem with my order” web form, and received an e-mailed reply requesting pictures of the damaged bottle and the shipping label. I replied, supplying the photos and requesting only a partial refund for the one broken bottle. (The other eleven bottles were fine after rinsing and drying them.)
I e-mailed again two weeks later, requesting status. No reply.
More than two weeks after that (literally 35 days after I e-mailed the requested photos), I tried again, e-mailing to ask what the status was. Still no reply. I’ve checked, and I have also not received the requested credit for the one broken bottle.
Can one of the fine WCC employees who browses the forum check on this and find out why I’m being ghosted by customer support? None of my messages have been abusive or rude. I know shipping damage is not CS’s fault. But I should at least receive some kind of communication regarding the problem, whatever their decision is with respect to the partial refund.
- 3 comments, 10 replies
- Comment
yikes. let me take a look! this is not normal.
@Winedavid49 @moondigger
Not always can I help, but I do have some back-channel access to get attention, if I know there is some issue…
Hi -
Lead CSR Jackie here!
Can you please check casemates.com/support/tickets and see if you can find our replies there?
@Thumperchick I just looked there. My initial report (via the web form) is there, as is the e-mailed request for photos. No further communication from either me or CS is showing there.
@moondigger The last thing I see is our request for photos as well. Can you send the photo to us again and send it attn: Jackie?
@Thumperchick Certainly. Just reply to the original e-mail request again? Or do you have a specific e-mail address I should use?
@moondigger you should be able to just reply. Or you can send it directly to support@casemates.com.
@moondigger Could you also please send a screenshot of your original reply to us? I’m hoping it’ll help us figure out why we didn’t get your message.
@Thumperchick I just sent it. If your corporate e-mail has a junk or spam folder, check there too.
@moondigger Thanks!
I want to let you know that I’ve refunded the cost of that bottle. I’m still digging into why we didn’t receive your replies, so it doesn’t happen in the future.
Jackie, thank you for your assistance on this. I have no idea why the three e-mail messages I sent prior to today didn’t reach CS. The one I sent today was sent to the address you listed above – support@casemates.com. But checking back shows me that the same address was used for the previous three as well.
@moondigger I’ve asked our development team to take a look and find out what happened to your messages.
We’ll get this sorted out.
@moondigger After all that…I think they should send you another case!