Doxy Lingerie Doxy Lingerie: No customer service, refuses to cancel order Kalamazoo Michigan Internet
My wife attempted to order serveral items. Only when you receieve the confirmation email do you discover that only items explicitly listed as "in-stock" are in fact in-stock. There is NO label for out-of-stock. Upon further inspection, the vast majority of their "stock" is out-of-stock. The stock status is vague and deceptive at best.
Upon realizing that the items were in fact out-of-stock, my wife emailed a request to cancel the order. This email went unanswered and a second email was sent. Finally, after three days, a one line email is sent completely ignoring the cancellation request. Additional emails have been sent and have yet to be answered.
Doxy Lingerie appears to operate with complete disregard for the Fair Credit Billing Act which can be located on the Federal Trade Commission's website.
At this point I am completely disgusted with the complete absence of any customer service. I have already alerted my credit card company to the matter as the folks at Doxy refuse to acknowledge my wife's cancellation request and will not answer her emails. I also fully intend to file a complaint with the Federal Trade Commission and any other authority that can assist me recover the funds that Doxy has taken.
Some folks seem to have received responses through this site, so perhaps I can get them to communicate with me this way. Anything less than an acknowledgment of my wife's cancellation request and refund to my credit card is unacceptable.
Buyer beware!
Thomas
Athens, Georgia
U.S.A.
10 Updates & Rebuttals
Thomas
Athens,Georgia,
U.S.A.
Resolution
#11Author of original report
Tue, May 16, 2006
Jennifer,
First, I appreciate your acknowledgment of the Fair Credit Billing Act. All mailorder / internet retailers should know it and abide by it. I further appreciate the immediate credit to my credit card which has already posted. I just wish it had not taken so much effort to cancel the order and receive a refund. It also concerns me that you did not acknowledge the FCBA until I posted it on ripoffreport.com.
Regardless of the FCBA, it seems like maybe your approach to customer service in general could use an overhaul. Your prices actually seem to be good, so if you can the quality of your website (clearly listing stock status), improve communication (respond within 24 hours or less) and customer service, I would think it would greatly increase your sales and repeat customers.
Jennifer
Kalamazoo,Michigan,
U.S.A.
Response
#11REBUTTAL Owner of company
Sun, May 14, 2006
Thomas,
we were unaware of this law and pulled your order from shipment and refunded your credit card in full yesterday. Please inform your credit card company that we did this. We will also be reviewing and changing our cancellation policy to abide by these laws. I apologize for any inconvenience.
Thomas
Athens,Georgia,
U.S.A.
Sent same info to "Jennifer" which was ignored
#11Author of original report
Fri, May 12, 2006
No problem, it is certainly good information to know.
What is sad is that I sent the very same information to Jennifer (along with yet another cancellation request). She ignored it and cited her "store credit" policy. She also basically acknowledged that she had received the cancellation request but sent part of the order anyway.
On top of that, when I tracked the USPS tracking number it stated that shipping info had been received but the package still had not actually shipped. So yet again she replies to an email requesting cancellation but ignores it.
Even if the FCBA didn't prohibit her practices (which it does), what kind of a way to do business is that? What kind of a business provides only email contact info and then takes days to respond? I don't expect an instant reply, but anything over a day is ridiculous and certainly cannot be called "customer service."
At this point I am basically done with the issue. Jennifer had, and still has, an opportunity to make this right. However, if she continues to refuse to grant a refund to my card I have full confidence that my credit card will make it right in the end. Perhaps some of the complaints I have filed elsewhere will take notice with someone as well.
Thomas
Athens,Georgia,
U.S.A.
Sent same info to "Jennifer" which was ignored
#11Author of original report
Fri, May 12, 2006
No problem, it is certainly good information to know.
What is sad is that I sent the very same information to Jennifer (along with yet another cancellation request). She ignored it and cited her "store credit" policy. She also basically acknowledged that she had received the cancellation request but sent part of the order anyway.
On top of that, when I tracked the USPS tracking number it stated that shipping info had been received but the package still had not actually shipped. So yet again she replies to an email requesting cancellation but ignores it.
Even if the FCBA didn't prohibit her practices (which it does), what kind of a way to do business is that? What kind of a business provides only email contact info and then takes days to respond? I don't expect an instant reply, but anything over a day is ridiculous and certainly cannot be called "customer service."
At this point I am basically done with the issue. Jennifer had, and still has, an opportunity to make this right. However, if she continues to refuse to grant a refund to my card I have full confidence that my credit card will make it right in the end. Perhaps some of the complaints I have filed elsewhere will take notice with someone as well.
Thomas
Athens,Georgia,
U.S.A.
Sent same info to "Jennifer" which was ignored
#11Author of original report
Fri, May 12, 2006
No problem, it is certainly good information to know.
What is sad is that I sent the very same information to Jennifer (along with yet another cancellation request). She ignored it and cited her "store credit" policy. She also basically acknowledged that she had received the cancellation request but sent part of the order anyway.
On top of that, when I tracked the USPS tracking number it stated that shipping info had been received but the package still had not actually shipped. So yet again she replies to an email requesting cancellation but ignores it.
Even if the FCBA didn't prohibit her practices (which it does), what kind of a way to do business is that? What kind of a business provides only email contact info and then takes days to respond? I don't expect an instant reply, but anything over a day is ridiculous and certainly cannot be called "customer service."
At this point I am basically done with the issue. Jennifer had, and still has, an opportunity to make this right. However, if she continues to refuse to grant a refund to my card I have full confidence that my credit card will make it right in the end. Perhaps some of the complaints I have filed elsewhere will take notice with someone as well.
Thomas
Athens,Georgia,
U.S.A.
Sent same info to "Jennifer" which was ignored
#11Author of original report
Fri, May 12, 2006
No problem, it is certainly good information to know.
What is sad is that I sent the very same information to Jennifer (along with yet another cancellation request). She ignored it and cited her "store credit" policy. She also basically acknowledged that she had received the cancellation request but sent part of the order anyway.
On top of that, when I tracked the USPS tracking number it stated that shipping info had been received but the package still had not actually shipped. So yet again she replies to an email requesting cancellation but ignores it.
Even if the FCBA didn't prohibit her practices (which it does), what kind of a way to do business is that? What kind of a business provides only email contact info and then takes days to respond? I don't expect an instant reply, but anything over a day is ridiculous and certainly cannot be called "customer service."
At this point I am basically done with the issue. Jennifer had, and still has, an opportunity to make this right. However, if she continues to refuse to grant a refund to my card I have full confidence that my credit card will make it right in the end. Perhaps some of the complaints I have filed elsewhere will take notice with someone as well.
Robert
Jacksonville,Florida,
U.S.A.
I learned something new today
#11Consumer Comment
Fri, May 12, 2006
Apparently, this rule only applies to mail-order and online businesses. That would explain why I have never heard of it. It's good to know though, since I may get into that type of operation soon. Thank you for the info.
Thomas
Athens,Georgia,
U.S.A.
Fair Credit Billing Act information
#11Author of original report
Fri, May 12, 2006
Robert, since you take an interest in my situation, check out http://www.ftc.gov/bcp/conline/pubs/credit/billed.htm
In particular, note: (from the FTC's website)
"Delays
If the merchant is unable to ship within the promised time, it must notify you by mail, telephone, or email, give a revised shipping date and give you the chance to cancel for a full refund or accept the new shipping date. The merchant also must give you some way to exercise the cancellation option for free, for example, by supplying a prepaid reply card or staffing a toll-free telephone number"
-> In this case, the merchant is very vague about stock status until after your confirmation email arrives and takes days to respond to emails requesting cancellation
"Refunds
If you authorized a charge to your credit card account, the merchant must credit the account within one billing cycle - not give credit toward another purchase. If you pay by cash, check or money order, the merchant must mail you a refund within seven working days."
-> In this case, the merchant says that only a store credit will be given
Though not officially part of the FCBA, note:
"In addition, many credit card issuers have policies against merchants charging a credit card account before shipment. If you think a merchant charged your account prematurely, report it to the credit card issuer. Otherwise, the credit card issuer has no way to know that the merchant is not complying with its policies."
-> In this case, the charge was made to my card the same day of the purchase.
Robert
Jacksonville,Florida,
U.S.A.
No such law, Thomas
#11Consumer Comment
Thu, May 11, 2006
I've heard that Urban Legend time and again, but it just does not exist.
A store has the ability to name it's own policies, not the government.
Thomas
Athens,Georgia,
U.S.A.
Blatantly ignored cancellation request - refuses to give refund
#11Author of original report
Thu, May 11, 2006
My wife received an email stating that some of the items were shipped today despite numerous emails over the last several days requesting cancellation of the order that were IGNORED.
"Jennifer" also cites her policy of only giving store credit for returns / cancellations. There is just one problem... Federal law prohibits that practice. The Federal Fair Credit Billing Act clearly forbids only giving store credit refunds. You can check it out for yourself on the Federal Trade Commission's website.
I am not one that likes getting ripped off, which is clearly happening in this case, and intend to pursue this matter fully.
This company is a RIPOFF. DO NOT BUY ANTHING FROM THEM!!!