17 replies to this topic

[ebw]

i tried to place an order, using auto-ship, to take advantage of the $5 shipping. my order consisted of a large BP, large cleanser, a jojoba and an AHA= about $73 in product. because i didn't currently need a moisturizer- i still have plenty left from my last large purchase, nor do i need a 2nd AHA (too much for me), i do not qualify for the $5 auto-ship. i have previously placed $450 in orders in the past.

i brought this up to customer service and was declined an adjustment in shipping ($5 auto ship vs $12 shipping). they managed to piss off a long time customer over $7. cudos, acne.org! i'll either wait til i need a moisturizer to place my order and hope i don't run out of the other stuff or if i do, i'll just take my business elsewhere. this decision was just dumb, poor customer service. way to cut your nose off to spite your face. you're willing to lose a customer who would've had $525 in sales history over $7. brilliant.

btw- a jojoba and AHA are about the same price as a large moisturizer, so wth?!

Edited by ebw, 23 April 2011 - 04:57 PM.

[c'est la vigne]

Danielkern.com has certain requirements for their auto-shipping program. If you go on the auto-ship order page, it'll tell you what they are. Maybe your order just didn't meet those requirements?

ETA: When I go to the auto-ship ordering page and put in the products you said you wanted to order, I get this:



You probably have to have to have to follow those requirements to get the discounted shipping.

[ebw]

did you read my post? yes, i didn't "qualify" because i do not need a moisturizer at this time, nor do i need a 2nd AHA. however, i do need a large BP, large cleanser, jojoba and one AHA= $73.

the AHA and jojoba cost about the same as a large moisturizer. if you're unwilling to make an adjustment, i'd rather take my business elsewhere. you're doing an amazing job of pissing off a longtime customer...over $7 (difference in shipping).

maybe you should consider the auto-ship rate for orders over $50??

[c'est la vigne]

Dude, I just volunteer my time on these boards, trying to help. No need to get snappy at me.

Have fun being pissed off (as you said, "over $7") and dealing with this on your own.

[ebw]

i clearly stated my issue in the original post...after going thru this with customer service via email. excellent customer service you guys have going on. you guys really pay attention.

enjoy losing a customer due to poor service and people who don't seem to care (or listen).
i hope dan sees this and cares enough to keep a customer. no one else seems to.

Edited by ebw, 23 April 2011 - 05:15 PM.

[c'est la vigne]

*rolls eyes* I tell you what, if I was customer service, and you came at me the way you posted this on the boards, I wouldn't be bending over backwards to help you, either. A little politeness goes a long way (flip side of the coin: being rude and expecting the world to revolve around you isn't going to win you any favors).

Is this how you talked to customer support? I hope not.

[ebw]

i was nice and got zero satisfaction. that's why i'm aggravated now.

if acne.org is not smart enough to see the flawed policy (ordering a jojoba and AHA instead of a moisturizer or 2 AHAs...when it's 6 of one, half dozen of the other) and lose a $73 order and get nothing, you don't deserve my business.

i'm tired of going around and around with people who either don't care or don't pay attention to what has already been stated. i've been in customer service for 25 yrs. this is not good customer service. *rolls eyes*

[c'est la vigne]

Well, what did they tell you? I mean, if they were just like, "No. Bugger off.", I guess I can understand being upset. Did they offer any sort of explanation or anything?

Also, I apologize if I'm coming off as snappy. I've had a rough day myself. : P

[ebw]

thx for the apology.

i stated my case and they just said, that's the way the system is set up. basically, tough luck, there's nothing i can do to make this right.

that said, i know having been in customer service, adjustments can be made. i'm not trying to short change you guys. i'm just not willing to buy something i don't need. what i do need, at least makes up the difference of not buying a moisturizer (right now) or a 2nd AHA (that i don't need).

it should be a simple adjustment to make a longtime customer happy. one that has spent $450 and wants to spend another $73. i mean, seriously, it should never even get to this point.

[c'est la vigne]

I just want to clarify, 'cause you keep saying "you" and "you guys": All the mods here are volunteers. We don't get paid by Dan to be here. Mods aren't part of the company. We're just people that care about this site, and give our free time to help make sure that the message boards run smoothly and offer advice and answer questions when we can. ; )

[ebw]

ok, well i was not aware of that. if you're a moderator, i would think you represent the company. i did not get satisfaction via customer service, so i felt my next recourse was to post to the board to try and get satisfaction.

all i know is that when someone wants to spend the same, if not more, than you need to make it worth the cheaper shipping, it's pretty silly to try and nickel and dime them into buying something they don't need at the moment and piss them off because of some ordering technicality with your system.

the answer should have been, hey, you're spending at least (actually more) what we need to make it worth the cheaper shipping and have been a loyal customer- no problem. i can make the adjustment. that would be smart business. you get a $73 order and keep a customer happy. would you agree or disagree?

[c'est la vigne]

I do agree. But whenever I'm contacting customer service for any company, I try to keep in mind that there are rules and policies that they have to follow, too. There have been times when I've been told by customer support reps, "I'm sorry, but we can't do that.", and I accept it, because sometimes that's just the way it is, you know?

[ebw]

it can almost always be done (within reason) be it directly or asking a manager, first. no business in their right mind would lose a $73 order over a minimal shipping difference. especially when the order is the same or more $-wise to qualify for the cheaper shipping.

apparently, it can be done because i just got an email to do a $7 reduction for the shipping. i'm not sure if they finally asked a manager because i had to piss and moan so much but a lot of aggravation could've been saved.

again, my suggestion would be to modify the code to include jojoba or just make it auto-ship rate after a certain dollar amount ($50? $60?). this is pretty standard with most companies.

[c'est la vigne]

I just gotta say (as someone who also happens to have customer service experience) that your attitude about this whole thing still irks me. It sounds like they gave you what you wanted, and instead of coming here and being like, "Okay, it got worked out", you're still basically complaining, even though you got your way.

Just sayin'.

[Brandy]

ebw,
Keep in mind that the store site (danielkern.com) and these message boards are separate. Business or order-related inquiries should be handled via the customer service contact on the store site, not here on the forums. We can't really help you here with your order related questions.
I'm glad that you have had your situation resolved.

[ebw]

this was way more aggravating than it should've been. it didn't need to get to this point. it shouldn't have gotten to this point. it was a common sense thing. but i'm glad they finally decided to make the adjustment.

there is a flaw in the system. they should probably fix it to avoid instances like this. is it really worth it? they risked losing several hundreds of dollars in future business from one customer (and poor word of mouth) because of a $7 shipping technicality. that ain't good business or customer service.

Edited by ebw, 23 April 2011 - 06:44 PM.

[ebw]

ebw,
Keep in mind that the store site (danielkern.com) and these message boards are separate. Business or order-related inquiries should be handled via the customer service contact on the store site, not here on the forums. We can't really help you here with your order related questions.
I'm glad that you have had your situation resolved.

hi brandy-
when i wasn't getting anywhere with customer service, i felt my next recourse was to state my issue on this board. how was i to know that the board linked to their site are separate? this says acne.org/feedback. i type acne.org and click the store link or board link...so i thought this was my next step.

what was i supposed to do when i wasn't getting satisfaction with customer service?

[Brandy]

It sounds like your situation is now resolved, so let's just leave it be.
In the future though, please know that here on the message boards, we do not have access to your account nor your order history and cannot do anything regarding your order. You will need to continue to work with customer service or the "contact us" page regarding any order related problems or inquiries. Here is the "contact us" page. http://www.acne.org/dk-contact.php

For anyone else who may be reading this, the customer support contact email is support@danielkern.com and this email should be used for any order-related questions or problems. We don't have access to any of that information here on the message boards.

Thanks!