Complaint Review: Doxy Lingerie - Jennifer Lutke

It has been proven in earlier reports on this site that Jennifer of Doxy Lingerie has shown her lack of customer service skills. If you read back to any of the reports about Doxy Lingerie and have seen how Jennifer has responded to consumer complaints, it is obvious that she is lacking customer service tact and for that matter any skill whatsoever in handling customer complaints. Emily made a mistake and may have not included her apt. number, but if this issue had been handled promptly and if she had been treated as a true customer should be, she would not have felt the need to post a complaint on this site. Emily, I am on your side and all of the many other unhappy customers that have complained and have been ridiculed by Jennifer. I am an avid online shopper and I know where to NOT purchase my lingerie. Jennifer, if you Google your company, your will see that there are more unhappy customers beyond this site. My advise to you, you need to be learning some new skills real soon. I just don't see your business making it much longer.

I find it quite flattering to see how involved everybody is getting in this situation. All I have to say is that for once, I agree with Jennifer. This got way out of control. Everyone else who is leaving comments, it's all how you interperet what you're reading. Obviously, there is no way for you to know what is going on unless you read both sets of emails, and have been in both of our position's through this whole thing, so as far as I'm concerned, I still think you have no idea what you're talking about. I receieved my package on January 20th...which is almost exactly 2 months after I paid for it. No matter how much you all want to disagree with me, that's too long to wait for something that was already paid for. If Jennifer wanted to get this all over with, I would have been happy with a refund. But since that is against her policy, then I wasn't going to drop it until I received my item. Since I now have it, I'm done responding to all of your comments, because, like I've said a thousand times, you don't even have the details on what happened. So Jennifer...after all of this I will still thank you now that I have my item...as to everyone else, I have no reason to respond to you because this doesn't involve you.

The shipment was sent via USPS. It was re-shipped the SAME DAY we received the shipment back. When something like that happens, and USPS has to return the package at their cost, believe me, they take their sweet time. We would have had absolutely no reason to hold onto the package once we received it back anyways. As far as telling the customer it was "their fault". I did not do that. I simply explained to the customer that the reason they hadn't received their merchandise yet was because they had supplied us with an incorrect address. The solution from the beginning (that the customer agreed to), was that we would re-ship the order once we received the shipment back. I believe that this entire situation has gotten blown out of proportion. This matter has been resolved, the customer has received their merchandise. As far as this customer goes, she so willingly posted altered responses that I allegedly gave (we can all see from her responses in this thread that she isn't above doing such a thing). For her privacy, I won't be posting her emails that she sent to me. But what she has posted in here is only a fraction of what she has said. I do believe in customer service, but this customer took things too far in the emails she sent to me. I did my best to resolve the situation to the best of my ability. I'm sure this thread could go on and on forever because this customer will never be satisfied. But this is my response, and my company fulfilled our obligation with this customer.

I am sorry but I have to agree with everyone else you seem to think that everyone should go out of his or her way for you and for what? To have you complain when you don't get your way? Please grow up and when you own your business see how much you go out of your way with customers like YOU! I have owned a business and have dealt with people like you and you know what? The customer is NOT ALWAYS RIGHT and what crap do we as business owners have to put up with to make a 5 or 10 dollar sale. Like people have said play nice and everyone wins and as far as it taking two months to deliver you leave out a important part was it UPS or us mail cause I know if it was sent US Mail your lucky anyone ever got it

Just my 2 cents

I have been a customer service rep for about 18 years (more if you count retail jobs lol) but when a customer calls upset regardless if it's there fault or not a resolution needs to be found. A CSR is responsible for ensuring complete satisfaction. The comments made were inappropriate. I've been through the wringer with upset customers but in keeping calm and polite an irate customer will usually react the same way. I never say "it's your fault". Ever! It sounds as if both parties are already past the "nicey nice" stage. After 2 months I would be going through the roof. Knowing that UPS or FEDEX takes approx 2 days from Chicago to Michigan but could take up to 5 days I would know something is wrong if not received within 7-10 days of ordering and having been charged for the merchandise. I would be requesting proof of shipment. If not willingly provided then I would be emailing or calling daily until it was. It is my right as a customer who has already paid for the merchandise. Even if it had shipped and been returned as undeliverable it doesn't usually take 2 months for those carriers to return the merchandise. It shows on their websites and the company should be shipping out a replacement immediately upon seeing that. Most reputable companies do! They don't tell their customers since you aren't being nice I'm going to punish you by making you wait even longer. Personally ... I think this shipment should have been cancelled and money refunded to the customer within 48-72 hours. Regardless of company policy. That would be the proper solution. Customer satisfaction will always be #1 priority to me!

1. Customer placed order on November 30th
2. Doxy Lingerie shipped the customer her order

3. Customer contacted Doxy Lingerie because she tracked the package and it showed as undeliverable.

4. Doxy Lingerie found that the customer did not include her apartment # on her order, and informed the customer that we would re-ship the order once it was returned back to us.
5. Doxy lingerie re-shipped the merchandise (AT THEIR COST) to the customer the same day it was returned back to them.

Emily,

we did everything we were obligated to do with this order. In fact, we did more than that. We re-shipped your order to you at our own expense, when we could have charged you to re-ship the order. What more do you want? It's quite obvious to me and everyone else who has read this report that you just want to complain. Please show a little more maturity (although you admitted in an email to me that you're only 18, so I guess we can't expect too much) and stop wasting your time. You got your product, this matter is resolved.

Before you stick your nose into everyone else's business...maybe you should look at the facts. I have been waiting for over 2 months or something that I was charged for on November 30th. The item that I bought was for a bachleorette party that was held on DECEMBER 15th...I obviously have no need for it and would just like my money back. I don't care what the peanut gallery has to say about the situation because you really don't know what's going on. Since you haven't seen the emails I wrote her, you can't say that I handled this in the wrong way. If you did see the emails maybe you would still think that I was rude, which I really don't care. I'm a very dissatisfied consumer and I have every right to express it. I'm not going to try to be nice to someone who is rude with me and won't go out of their way for a customer...nice or mean. Sorry, but I have better things to do than argue with people half way across the country who have so much time on their hands that they do random searches through a business review just so that they can get involved with something that has nothing to do with them. Do me a favor and get involved with something that you KNOW something about, then you won't make an idiot out of yourself.

Before you stick your nose into everyone else's business...maybe you should look at the facts. I have been waiting for over 2 months or something that I was charged for on November 30th. The item that I bought was for a bachleorette party that was held on DECEMBER 15th...I obviously have no need for it and would just like my money back. I don't care what the peanut gallery has to say about the situation because you really don't know what's going on. Since you haven't seen the emails I wrote her, you can't say that I handled this in the wrong way. If you did see the emails maybe you would still think that I was rude, which I really don't care. I'm a very dissatisfied consumer and I have every right to express it. I'm not going to try to be nice to someone who is rude with me and won't go out of their way for a customer...nice or mean. Sorry, but I have better things to do than argue with people half way across the country who have so much time on their hands that they do random searches through a business review just so that they can get involved with something that has nothing to do with them. Do me a favor and get involved with something that you KNOW something about, then you won't make an idiot out of yourself.

Before you stick your nose into everyone else's business...maybe you should look at the facts. I have been waiting for over 2 months or something that I was charged for on November 30th. The item that I bought was for a bachleorette party that was held on DECEMBER 15th...I obviously have no need for it and would just like my money back. I don't care what the peanut gallery has to say about the situation because you really don't know what's going on. Since you haven't seen the emails I wrote her, you can't say that I handled this in the wrong way. If you did see the emails maybe you would still think that I was rude, which I really don't care. I'm a very dissatisfied consumer and I have every right to express it. I'm not going to try to be nice to someone who is rude with me and won't go out of their way for a customer...nice or mean. Sorry, but I have better things to do than argue with people half way across the country who have so much time on their hands that they do random searches through a business review just so that they can get involved with something that has nothing to do with them. Do me a favor and get involved with something that you KNOW something about, then you won't make an idiot out of yourself.

Before you stick your nose into everyone else's business...maybe you should look at the facts. I have been waiting for over 2 months or something that I was charged for on November 30th. The item that I bought was for a bachleorette party that was held on DECEMBER 15th...I obviously have no need for it and would just like my money back. I don't care what the peanut gallery has to say about the situation because you really don't know what's going on. Since you haven't seen the emails I wrote her, you can't say that I handled this in the wrong way. If you did see the emails maybe you would still think that I was rude, which I really don't care. I'm a very dissatisfied consumer and I have every right to express it. I'm not going to try to be nice to someone who is rude with me and won't go out of their way for a customer...nice or mean. Sorry, but I have better things to do than argue with people half way across the country who have so much time on their hands that they do random searches through a business review just so that they can get involved with something that has nothing to do with them. Do me a favor and get involved with something that you KNOW something about, then you won't make an idiot out of yourself.

And by the way, Sean, Jennifer is not suing me. She threatened to sue me, but then I told her that I was a law student and kindly proved to her that she had no basis of suing me. Then the threats stopped, and she told me she wasn't going to waste her time. And if I'm irritating YOU, why are you still reading this? Get a life.

Trust me, Emily, Sean is Sean. I may be new here, but I have seen him all over. And just my two cents, you will get a LOT further if you are nice to folks that you want something from! It does seem as though Jennifer was trying to be helpful; I can only assume that your emails to her were not of the nice variety. You get what you give...

Actually, Sean, I do not have my item (the one that was ordered November 30). So maybe if you knew the situation, and that fact that I have been waiting for two months, you might understand why one would be a little irritating :) Mind your own business

I'm really Sean,and I'm really from Portland.

Of course I don't know what you wrote to Jennifer. However, from reading her emails to you, one can only assume it's a response from someone getting a little fed up from a customer who wasn't completely aware of the terms and conditions of her purchase. Also, you are becoming very irrational to me even. I don't blame Jennifer for suing you now. You're just not leaving this alone, and you probably have your item. So please, forget about all this, put on your little outfit you bought, and have a good time with your boy/girlfriend or whoever you bought the outfit for.

Well, "Sean", or should I call you Jennifer. It's funny that you would stick up for Jennifer, I put all the emails from her on my update, and after that you're going to say Jennifer is professional? Little do you know, I ordered this TWO months ago, even though I did put on the wrong address, there is ABSOLUTELY no reason that it should have taken 2 months to get from Michigan to Chicago. So before you decide to open your mouth and pretend like you know what you're talking about, try looking at the facts. By the way, if you are just a random consumer who read this report, how do you know how I acted in the situation? It's pretty obvious that this was submitted by Jennifer, after dealing with her I'm sure she would do something pathetic like that.

It sounds like you are being un-professional Emily. You are harrassing her for your mistake. You put the wrong address for delivery and get mad when the item doesn't arrive. HMMMMMMM. Sounds like you messed up not Doxy Lingerie. Then, you harrass Jennifer, and blame her for messing up when it's still you. Jennifer is willing to resolve the issue, yet you keep going on harrassing her. I would do the same thing Jennifer did in this case. If would have acted a little more civilized, and apologized for giving the wrong address, then everything might have worked out differently.

Today Jennifer told me she's suing me! The drama continues!

I guess a customer wouldn't stoop so low as to fabricate a response huh? Your order has been re-shipped to you. YOU put the wrong address on your order, and that is somehow my fault? I don't think so.

1) Oh, I see, you're still blaming ME that you put an incorrect address on your order. No refund will be given, as it is your fault you haven't received your order yet, not ours. But i'm sure it's much easier to pass the blame than to admit you made a mistake. It's okay, it's human nature. As i've already told you, numerous times, once we receive the package back, we will contact you and send it to a correct address. At this time, we have not received the package back yet. Have a great day.

2) Do you really think calling my company pathetic is going to get you your order any quicker?

3) I would have gladly sent you a replacement while we waited for the original order to come back to us. That is, until you got nasty in the emails you sent to US. We have been honest with you about the situation from the beginning, and told you we would contact you once we received the package back, which we haven't as of today. Instead of you politely asking if we would send a replacement in the meantime, you decided to badmouth my company. Respect goes both ways. Never have we disrespected you. You on the other hand, have consistently disrespected my company. Do you really think I would want to go out of my way for you after that? Legally, we don't have to send you a replacement. Legally, we can wait for the original shipment to come back and reship it to you. And that is what we will do.

4) you continue to pass blame, i'm not surprised. Again, please stop emailing me, your order will ship when it is returned. All further emails will not be responded to. I will email you when the order is returned. If there is one thing I HAVE learned, it's that the customer is NOT always right. But people like you, who think that they are, expect everyone else to look past that. You made a mistake, deal with it.

5) It doesn't matter, once you place the order, you legally gave us the right to charge you for the order. And per our cancellation policy, you are only entitled to store credit for the cancelled order. I pity you that this is how you spend your days...

These are direct quotes from my email Inbox. I wonder if the owner KNOWS how much her business sucks. There's a reason why Walmart is so successful, Jennifer! When a customer complains about something, no matter how "ridiculous" they are, the CUSTOMER SERVICE representative is right there to kiss their a*s and either refund their money or do whatever it takes to make them happy. Since you so obviously are not willing to try and make your customers happy, you will never be successful.