I recently decided to purchase a necklace by Alex and Chloe because despite what the above picture might have you believe they have some pretty cool designs. However, I got to say when it comes to customer service, they have a lot to learn.
Apparently this fledgling 'fashion house' thinks they can pump out some cool attire, get it on some celebrities or reality show stars and boom, the next Hugo Boss is born.
The piece I ordered arrived broken, and after 48 hours the entire color had just worn off. It was like I had paid $1 and not $100! I tried complaining to them via email because they don't actually publish any phone numbers, and they ignored all my requests for a refund or exchange until I had Pay Pal freeze the cash. This got their attention, whereupon they began lying to Pay Pal saying they were sorry and how they had never received any of my five emails, although oddly they received the email from Pay Pal sent to the exact same email address. Funny how money gets people's attention isn't it?
In the end I gave up dealing with them. Pay Pal would have allowed me to obtain a refund if I sent the item back, but in reality the design is sound, it's just the execution, quality control and workmanship that sucks like an ebola infection.
So I ended up paying a local jeweler to do emergency surgery on the necklace, and I finally have something cool and don't have to deal with these idiots again. But the whole situation left me really perplexed. Why would Alex and Chloe choose to alienate their customers in this way? I might have bought another necklace or two, perhaps something for my wife. I might have published several positive reviews around the Internet to help them gain credibility. Instead though I complained to the BBB, and will use my small corner of the web to publish the reality of what this company thinks of their customers.
It is so sad that their creative talent and design will all be for nothing if they continue down this path. Alex and Chloe are building a reputation by getting celebrities to wear their stuff. But once they get a reputation for shoddy customer service (or simply ignoring complaints and refusing to speak to their customers), along with poor quality workmanship and reliability, celebrities that they covert so much will not want to be associated with them. After all, who wants to wear something noted for being cheap and badly made, while ripping off their consumers?
So that was my Alex and Chloe experience, quick to take the money, slow to deliver, and no interest at all in whether I am a happy customer or not. Couple that with a customer service attitude of 'ignore them and they will go away.' Well, I'll certainly do that. They will never see another dime from me. And when they reach bankruptcy court, they will probably blame it on the economy, fashion being a fickle mistress and so on. I doubt they will ever have the sense to realize that screwing your customer never ends well.
6 comments:
I made a purchase on Sunday and i emailed them 4 times regarding a change of chain length and they have yet to get a response from them. So i posted a note on their facebook page and you know what? They still never email me back and deleted that post on their facebook. This is ridiculous.
I'll be fair here, I too emailed them about the chain length and to their credit they did make the exact adjustment I had requested, but never acknowledged my email.
Start to finish I never heard a word from them. I ended up filing a complaint with the Better Business Bureau.
Thankfully I found a great jeweler who corrected the problem for $44, and replated the piece. I just didn't trust them to send me a replacement that wouldn't have a bunch more problems.
The fact is Alex and Chloe don't give a shit about customer service, and have no interest in correcting any problems in their substandard work.
It's such a fucking shame too, because their designs are not that bad, but keep treating people like shit as a fledgling fashion house and see how far it gets you.
i received their email reply and they said they said they will replace the chain length for me.
You know what. The package came yesterday and when i measured the chain, it is not changed to the specific length i wanted.
This will be my 1st and last time buying anything from them. Their customer service suck.
It's hard to say what their customer service is like, because I never saw it.
Alex and Chloe don't have a phone number, they never respond to email, so if you buy from them you better hope they get the product right because you are never going to get anything resolved.
Like I said before it is an astonishing way to run a business, but I doubt they will be around much longer. Fashion is pretty fickle as it is, add to that treating your customers like shit, and it's an appointment with bankruptcy court waiting to happen. Fuck them.
I was wondering if you know how long it takes for them to email you, telling you that your order is shipped out? It's been around four days and I received nothing. It's the first time I'm buying from alexandchloe, and the shipping is expensive since it's international. I'm worried because usually (when I buy stuff online) they'd email me a confirmation almost immediately or within 48 hours. So is there any way I can check?
I did get like an autogenerated email, but never a reply to any question or an acknowledgement of my modification to the order.
The necklace I bought lost its color in two days, I had to replace the pendant, and the chain was stupidly designed, so I actually just purchased a new chain from Amazon, and recreated what they had done so it actually looks good.
All in all I spent $60 fixing a $100 necklace. I'm happy with it now, but if you have to remake the damn thing yourself, you might just as well buy it from someone else.
I would recommend you complain to the Better Business Bureau about them. I'm guessing they have a pretty thick file on Alex and Chloe right now, thanks to their complete lack of customer service.
Also if you don't hear from them, you can dispute the payment with Pay Pal too.
As I said before, they have some nice design ideas, but at least in my experience the quality is so bad, you'd be better off going to a jeweler and asking them to make you something similar.
Alex and Chloe sucks.
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