Update 11/03: Over the course of November 2 and 3, we have had three, no, at least four, very gracious apologies from Keith, another Shoplet representative, one by phone, three by email. On November 2 they completed the transaction returning the final 7.88 of the 30.00 overcharge, and called the HG and emailed me apologizing and asking what else they could do to make us happy. On the 3rd they delivered a FULL refund plus a five percent discount. That means they deposited the final 12.49 back to the HG's account, returning both the overcharge and the legitimate charge she had paid, AND issued me two other coupons, one for 30 dollars and one for a 5 percent discount (they do have to be used on separate orders if I understand correctly). That is more than I asked for, and considerably more than the HG said it would take to make her happy.
Here is the short version::
Back in May, Shoplet.com gave me a coupon code for 30.00 in exchange for one month of advertising. This October they accepted the code in an order, gave me an invoice with the discount marked on it, but then charged the bank account for the full amount- sans discount. Then they refused to honor their code, tried to foist me off with a 2 dollar credit, made excuse after excuse, tried to fob us off with a 20 dollar credit (after approximately ten email exchanges) and THEN, finally sort of claimed this would be made it right (first deducting the previously promised five percent discount) ONLY because I reminded them that I was a blogger and the 30 dollar credit was for advertising [the bank account has yet to actually show that they have made things right]. THEN they responded with something like "Oh, gee, if you had only told us you were a blogger who had advertised for us, then OF COURSE we would have honored our coupon, but you never mentioned that before so we had no idea." [Udate: although Keisha the Service Rep told me she'd deposited the remaining amount, it has yet to show up in the bank account]
No, I do not know why it makes a difference, either. Shoplet.com had the code. Shoplet.com knew the amount it was for. Shoplet.com refused to honour it until they learned that I was a blogger. What that means for unhappy customers who are NOT bloggers, I will leave you to imagine.
What it looks like to me is that Shoplet.com may or may not honor its commitments to others based largely on whether or not they might look bad. Do I mention the name of the business or not? [Consensus is yes, so I have updated the post to reflect that].
Here's the long story: I participated in an arrangement with Shoplet.com where I let them advertise on my site for one month in exchange for a coupon code for thirty dollars. I set it aside to save it for the wedding. Their prices were not the best, but for the thirty dollar coupon code it seemed worth trying- so we attempted to use it around three weeks ago.
The order went slightly over that, but that was okay, because the HG didn't mind paying 12 dollars and change for the surplus and the coupon was good for one time only- we would lose any unspent portion. Although Shoplet.com's invoice recognized the code as being worth 30 dollars, and the total on the invoice reflected the 30 dollar discount, Shoplet.com actually charged the HG's account the full amount, ignoring the discount (and consequently putting her account into a pending overdraft status just a few days before the wedding. Way to go, Shoplet).
But accidents happen, right? Right.
So she contacted her bank and Shoplet.com, and her bank agreed to hold on overdraft charges, and Shoplet.com ignored her. So I contacted Shoplet.com, and they ignored me.
Then I got an automatic 'how'd you like us, would you recommend us to your friends for a ten percent discount' form, and I filled out the form explaining just how very, very much I liked having my daughter's account overdrawn by their error days before a wedding, and how thrilled I was to have my coupon code ignored (and I included the code in that note, as I did with more than one of the emails I sent them) and just how likely I was to recommend a business that would do that to us and not even bother to reply to repeated emails. I believe I was more sad than outraged at this point.
Here is Shoplet.com's reply from their service rep Keisha:
I have followed up on this and please be assured that lack of communication on our end wasn’t intentional. We may have been experiencing technical difficulties at the times of your inquiries. We will make the manual adjustment for the correct charge and apply the 5% discount for this order for you.
So maybe that's the truth and there were technical difficulties. It happens. Were the rest of their communications models of truthfulness and integrity that would merit my believing that? Let's see.
Note that Shoplet.com's customer service rep Keisha promised to 'make the manual adjustment for the correct charge AND apply the five percent discount,' so everything should have ended there- but Keisha did not make that promised adjustment for the correct charge. All Keisha did was merely to credit our account with $2.12.
That's right- instead of crediting us with the corrected charge as promised, which would have been a reduction of thirty dollars, Shoplet.com gave us two dollars and twelve cents and expected us to be happy about that. Cos yeah, two dollars (and let's not forget the twelve cents) is totally a reasonable exchange for thirty in some universe somewhere I am sure. Just not mine.
Naturally, I wasn't very happy about that, so I wrote again. I pointed out that we expected the full credit in addition to the five percent apology discount, and we also expected Shoplet.com to notify the bank that this was their fault.
Keisha told me Shoplet.com had given me 2.12 (which, hello? I knew), ignored the part about the thirty dollars they owed me, and said she could only notify the bank if we initiated a three way conference call. This was hogwash, however I am a charitable person and recognize that this may have been ignorance rather than dishonesty. However, I informed them that we'd already talked to the bank and all Shoplet.com had to do was use the same contact information they had used to overdraft the account, AND the same information they used to credit the bank account with a whopping 2 dollars (and twelve cents) to notify the bank they were withdrawing the thirty dollar claim.
No answer. I sent another email or two recapping the situation, asking why on earth it took this many communications to get them to fix their error, and giving them the promo code again and again and asking them to make good. No answer.
After some more days had passed and she had returned from her honeymoon, the HG checked the bank and found that Shoplet.com had figured out how to credit her account after all. For twenty dollars this time. So now we are up to being credited with 22.12 instead of the 30 dollars they owed us, and 2.12 of that is allegedly an apology for inconveniencing us. I do see the amusing side of assessing the cost of Shoplet.com inconveniencing us at 2.12 even while Shoplet.com and their incompetent service Rep. CONTINUED to inconvenience us. I wondered if this was the usual modus operandi- a sort of war of attrition where Shoplet drags out the process so much that most cheated customers simply give up and go away.
No, I have no idea why Shoplet (and Keisha) chose not to credit us with the full amount that they had agreed to pay for advertising, they never said.
So two days ago I wrote this:
I received a 30 dollar credit for advertising Shoplet.com on my blog (which gets nearly a thousand visitors a day on weekdays). I advertised exactly as required, but you have repeatedly failed to honor that credit.
At this point, after repeated requests (most of which you didn't even respond to), you have given us a 20 dollar credit instead of a thirty dollar credit, so you have not honored your agreement.
Instead of honoring your agreement and honoring the 30 dollar credit you gave me for advertising your business, you tried to foist me off with a 2 dollar credit. It is insulting to be told that a 2 dollar credit is an adequate replacement for the 30 dollars which you actually owed me for work provided.
When I insisted that you honor your agreement and give me the 30 dollar credit that was supposed to be payment for the advertising your received on my blog, you have now substituted a 20 dollar credit.
You have, throughout this transaction, done business with us as though you never expect to do business with us again, and you are making this a self-fulfilling prophecy.
Please stop being so dishonest with me. You gave me a thirty dollar credit for advertising your business on my blog. That should be worth thirty dollars, not twenty. I should not have to waste so much of my time writing your repeated emails in an attempt to get you to do what you have promised to do. I have a thirty dollar credit, and it is not remotely unreasonable to expect you to apply that FULL AMOUNT to our order, not 66 percent of it.
And I included the previous emails, which means that I also included the coupon code, and here is Shoplet.com's customer service rep Keisha's very surprising, and eyebrow lifting reply:
Please be advised that you did not state from the beginning that the credit owed to you was due to advertising on your blog. You never mentioned this until today. Due to not having this information, we issued credits to rectify your displeasure with your transaction with us. Had it been known that there was a special arrangement for a coupon for you to receive $30.00 off on your order with us, we would have honored that much sooner. If you can, please provide the coupon code that was given to you to use with this order so that the correct amount may be credited to you. This will end the confusion and hopefully make amends for the mistake that was made on your order. Thank you and have a great day.
Why does it matter that the coupon code was for advertising Shoplet on the blog for one month in May? I don't know, but I can certainly guess, and so can you. I cannot think of any admirable reason why it is that there was no interest expressed in honoring the full amount of the code (which they knew all along) until they learned I had a blog.
I was annoyed before, but NOW? Well, here's what you could have seen if you had a window to my life at that moment: my hair is on fire, my fingernails are melting, and my eyes are shooting lethal glass shards every where I look. The curtains are in shreds, my clothes look like the Incredible Hulk wore them last, and I can roast my own marshmallows just by walking past the bag. The Progeny can bring me a cold cup of coffee and it will heat to near boiling just because it's mine. I am, as the FYG likes to growl out instead of saying irked, 'ehrrrrged,' so I write yet again:
The Promotional Code is listed in the original order. If it could only be honored if we also mentioned the reason we had the code, why was this requirement not mentioned anywhere in the order form or in any of YOUR emails to me? Why is there not even an option on the order form to explain that the promotional code is for advertising? Why should it matter WHY I had a code which should have resulted in a credit of thirty dollars to my order? Where does it state that the promotional code is conditional upon you knowing that we have it for advertising? You now want to tell me that it is MY fault you have failed to honor your commitments? I don't think so. This could have been resolved in the very first email exchange with you simply honoring the promotional code, but in continuing to dig in your heels and blame your customer for your own errors, you only solidify the bad feelings your company has created.
The promotional code is also included in most of the emails I have already sent to you. Do you really meant to tell me that the ONLY reason your business is willing to make this right and honor the promotional code is because I am a blogger who participated in your advertising campaign? If I were not a blogger, your business simply couldn't be bothered with the tedious details of honoring its own promises?
I fail to see that the fact that I received the promotional code for advertising is in any way relevant to the fact that I did have a promotional code - and you knew it- and you have consistently failed to honor that code, instead foisting off a two dollar credit as a substitute for the thirty dollars you owed me. We included the code with the order, and although the original invoice gave us a total which included the 30 deduction for the promotional code, you actually billed the account for the full amount, and now you want to tell your customers your mistake is the customer's fault for not mentioning something is irrelevant in any case. Even if the reason we had the code mattered, I would have assumed your own records would have indicated that the particular promotion code we used was for payment for advertising.
But why does it matter? Only because you are now worried that more people will now know that you don't bother to honor your own promises than you first realized? Are you seriously wanting to promote your business as one that honors its commitments only to those who may be presumed to have a wider audience than the average customer? Is that the sort of reputation you want? "This business will only honor its commitments if you're a blogger, but if you're a regular customer with no wider audience, they don't feel it's important to keep their promises to you?"
The promotional code, which we provided in the original order (so you could have checked this for yourself) and in more than one communication from me (so you could have discovered this from reading those emails), is [redacted] .
The amount was for 30.00.
Again, you had that code from the very beginning. This could have, and should have, been solved by simply honoring it in the first place, or given that we all make mistakes, simply apologizing and honoring it instead of making excuses and blaming your customers for your failures over a series of frustrating emails that served no purpose other than wasting my time and confirming that your business is not much interested in integrity or customer service- unless the customer is a blogger, which really should not have mattered at all. EVERY customer should be a valued customer who is treated with respect and honesty.
Well, either Shoplet's Keisha the customer service (and there is a misnomer) rep realized how bad her comment had sounded, or she could feel the flames coming through the email (which I typed, remember, as my fingernails were melting), so she tried again:
No one is looking to cast blame on anyone and I apologize if that is the impression that you’re under. While you did provide the coupon number, you didn’t state that this was a courtesy extended to you for advertising us on your site. I was under the impression that the coupon was for something else hence the $20.00 credit that you received versus the $30.00 you should have received. I’m trying to explain to you where MY mistake was. The 5% off coupon which gave the $2.00 credit was added for the inconvenience of everything regarding this order. Please let’s not jump to any other conclusions besides the fact that I would very much like to rectify where we went wrong with this order. I can apply the additional $10 credit to this order so that you would have only been charged what should have been charged from the start and the 5% off that was issued in the amount of $2.12. Please advise on how you’d like to proceed with this. Thank you and have a great day.
Okay, at this point we are basically at somewhere around a dozen email exchanges plus the customer service form where I am asking, pleading, and demanding that Shoplet make this right and honor the thirty dollar code and stop wasting my time with additional and unnecessary emails- so does anybody believe Keisha seriously needs me to tell her whether or not I actually want the additional ten dollars Shoplet has stiffed me for? Really? Does she think we have just developed such a warm rapport that I want her to keep the ten bucks and we'll just eat it?
No, of course she does not think that. She's either in a job that is over her pay grade or she is just being obstructive because of that friendly rapport we've developed. And, again, NOWHERE does it state, nor does it make sense, that Shoplet need to know that I am a blogger who advertised for them in order for them to honor the thirty dollar coupon they provided (and if they needed to know this, one presumes their own records would track this through the code they offered). One honors ones promotional codes, period. At least, if one runs ones business with integrity.
You know what else? Giving me a thirty dollar code for advertising on my blog is NOT a 'courtesy.' It is a payment for services rendered. I don't think much of the 2 dollars (and twelve cents) as a payment for the inconvenience, either.
And those glass shards shooting out of my eyes? They are now flaming shards. The coffee in my cup? It made a hissing noise and evaporated. So did the dog when I looked at him.
So I responded again:
Since the promotional code was always for 30.00, I fail to understand where in this process it makes any sense at all to Shoplet to instead give us NOthing, and then give us only 2.00 after several complaints, and then only 20.00 after more complaints, and only honor the full amount once you discovered I was a blogger. I do not understand why it matters that the promotional code was given to me for advertising or for some other reason- the promotional code was plainly for a discount of 30 dollars as Shoplet was well aware since this is the discount amount that was shown on the initial invoice (the one [business name redacted] disregarded in order to charge the account for the full amount, not giving us any discount at all). Your mistake was NOT in not knowing that I had the code for advertising. It was in completely ignoring the promotional code and failing to honor it after repeated emails and then compounding this 'mistake' by making excuses that are mendacious and disingenuous.
Obviously, I want the full promotional code amount of 30.00 applied to the bank account which you erroniously [sic- it's hard to see straight when your eyes are shooting flaming shards of glass] overcharged. This is what I have asked for in every single exchange we have had, which would mean, yes, of course I want you to apply the additional ten dollars to this order. I don't see why an additional email from me is required for you to finally make this good.
This has been the most frustrating and aggravating business transaction I think I have ever had. You could have made it right at any point with a simple "you are right, I am sorry, here is your credit for the full amount," particuarly [sic... those flaming shards again] since you obviously DID KNOW the full amount since it is in the original invoice, in your records, and in my emails.
I will be checking with the bank every hour to see if you have finally made good on the promotional code in full (and seriously? 2.12 is supposed to make up for this treatment? That's not even minimum wage for the amount of my time you have wasted).
Two hours later the 'customer service' (service here is apparently a euphemism for words I won't allow myself to say) rep emailed me to say she had [finally] credited the account- not for ten dollars, which is what was still owed, but for 7.88.
Yes, she's so interested in customer service and in honoring
Shoplet's commitments that she actually reneged on the promised five percent discount, petulantly deducting it from the total
Shoplet owed us.
I hope that 2 dollars (and 12 cents) was worth it to her. It's a shame
Shoplet apparently doesn't have any actual work for their customer service rep to do other than lie to their customers and make promises she won't keep.
That's just the way it is sometimes. Some businesses like to do business with their customers as though they expect them to return for future transactions, and some businesses, it seems, prefer to treat their customers as though they will never be coming back again and they do what they can to insure this outcome. Maybe they're counting on a government bailout to rescue them, because they sure aren't including a loyal and satisifed customer base in their business model.
I am glad we finally got our full thirty dollars back. [Udate: although the business rep told me that as of Wednesday late afternoon she'd deposited the remaining amount, it has yet to show up in the bank account as of Thursday morning] I don't know if it would be best to just drop it now, or if it would be more fair to other consumers to name the business. [Clearly, we decided on naming names]
Me? My flashpoint is shortlived. While I have no intention of doing business with
Shoplet ever again, I am seriously amused at this point. It tickles my admittedly obnoxious sense of humour immensely to think of this chick getting paid minimum wage or whatever to do nothing but annoy
Shoplet customers and it tickles me even more to imagine what kind of job satisfaction one gets by petulantly revoking a whopping 2.12 promised discount (for 'inconveniencing the customer you continue to deliberately inconvenience). That's comedy gold. Jon Stuart or Lily Tomlin could do great stuff with that. Can't you just picture it?
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see here for more)