Purchased a purse directly from website, as was offered a birthday discount, (33% off) one day only, on a weekend. I did not receive the discount, yet did not want to lose the discount by not placing the order on said day. Once placed, I changed my mind on color and had a few questions. I sent several emails, prior to Monday, as well as tried calling the customer service # given. I was never able to through on the tele, with msg recording saying, "mailbox is full, please hang up". I continued to reach out both by email & phone giving benefit of doubt since weekend and discount offer. I then received an email thanking me for my order and that it was shipped and I was charged! I immediately responded that I did not want that color and asked to cancel that order prior as well as inquired, again, about discount not received. I then received an email from Nikki, who apologized for delay, "they were swamped" and would look into everything(Auto reply?). Stoll didnt hear back until another email stating dispute and file complaint w/BBB. Then heard back that a full refund would be given and a code for 30% off as well. I was told I would be sent a free shipping return label and place new order w/discount code. Well, I still have not received my return shipping label!? I placed an order on 8-17, it is now 8/25. I have no resolution and never heard back after last request for return label (you would think it would be emailed immediately?). So, my hypothesis is, staff is over worked, under paid w/poor management. Customer Service is Everything, as my friends and I have surmised, and I'm so disappointed because I really wanted to support this young entrepreneur and her product seems high quality.
Aimee Kestenberg is rated 2.0 based on
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