Rarely do I company-bash. I have been known to bash those in customer service who have clearly chosen the wrong field of work - - you can tell who they are because they are miserable and treat you, as a customer, cruddy. When the two collided for me in the form of Zip-N-Squeeze, I could not resist sharing.
What is a 'Zip-N-Squeeze', you ask? How have they wronged me? What could they have possibly done to make things better before it came to THIS?
Zip-N-Squeeze is a company out of Orange, CA that offers products to aid when a person has had jaw surgery. You can pick up bottles and bags with straws to transport processed food to a place in your mouth to provide nourishment when your jaw is WIRED SHUT! They also offer ice packs designed to fit on your jaws to limit swelling and pain. Maybe they offer more, but this is what I know of them.
At my surgeon's urging, I placed an order with this company and paid through Pay Pal - right away! Then I waited and waited, but received nothing. I called to check, received a machine and left a message to inquire -- NOTHING! Sure the order was only $45.08 which included $8.78 in shipping, but it was what I needed, right?
Surgery came and went. During my 2 1/2 day stay in the hospital, my husband told me that the package had still not arrived - HELLO, think I needed the ice pack? We decided that I had made it this long and we probably weren't going to hear from them in the near future so my husband called, received a machine and left a message (does ANYONE work at this company?). My husband distinctly told them that the package had not arrived and we wished to cancel the order. Two days after leaving the message, we received the package - BIG SURPRISE!
My surgeon and the hospital were expecting a report on the helpfulness of these products due to the fact that they recommend them often. Of course, by this time we had figured out how to get me enough 'food' to continue to live and we were disappointed in the service we had received and we returned the package requesting a refund.
Get a cup of tea because this is where it becomes unbelievable
-On 10/16/2006 someone (who shall remain nameless) signed for our return package.
-On 10/23/2006 we had not received credit and had not been contacted in any way. I sent an e-mail detailing the package information and requested they let us know when to expect to receive the refund.
-On 11/2/2006 I called their number and -- received a machine and left a very long, detailed, frustrated message (SHOULD THIS COMPANY EVEN HAVE A PHONE NUMBER?)
-On 11/3/2006 I received a refund through Pay Pal. In the attached message Zip-N-Squeeze...oh, let me just cut and paste it HERE:
Message From Seller:
We do not accept returns normally. However it looks as though the package was not opened.The products were shipped in a timely manor. We do not credit shipping and there is a $6.30 restock fee. A credit of $30.00 is coming back to you today.
You are frickin' kidding me! I scoured my Invoice, their Website, and my receipt from the order and cannot find ANY reference to any restock fee. And $6.30, how did they figure that? MAYBE they only had $30.00 left in their corporate account? I expected to pay for shipping, even to be responsible for postage to send the box back (with receipt confirmation - smart on our part, heh?) The nerve of these people has sent me into this rant and I WANT MY $6.30, DAMN IT!
A very calm e-mail went to them this morning - yes, I receipted it and the message has been delivered. What do you think their next step will be?