I understand the type of business ideeli is in - limited supply, long shipping windows, restrictive return policy. Get it. My order actually shipped much earlier than stated so kudos for that. Unfortunately I received the wrong dress. I am in the distribution business so I understand a lot about orders and mispulls/shorts. That being said - since this was my first order from ideeli, I've received a 100% service failure. In my business 100% service failure equals permanent loss of business.
I logged in this morning and chatted with a customer service rep who was accommodating but in my opinion you could tell they handle issues like mine all the time and this wasn't something new. (Jason - incident #*******-000138).
The return UPS label was emailed immediately (kudos again) but I still want my dress and I want ideeli to make this right. I'm eligible for a full credit card refund but I hope I receive my product. The quality assurance process is lacking and needs to be redone. I personally have a 98% operational service level with my customers and I expect nothing less from the companies I buy from. We'll see how this ends...
Hi Ashley,
Thank you for taking the time to provide your detailed feedback. I've looked into the incident you've noted, and a member of my team has reached out to you to further assist. Please check your voicemail for a message from us. I look forward to hearing from you.
Best,
Jason Faria
Sr. Manager Customer Service