Sovietski Fails to Deliver *REBUTTAL owner ..how we can make it up to him.
Ordered item from Sovietski.com online. Did not receive e-mail confirmation so phoned Customer Service to check on status.
Customer Service only open M-F until 6:00 p.m. I don't get home
from work until after that. Left voicemail message. No callback.
Called again from work during Customer Service hours.
Spoke to Jamie. Said he would check order status and call me back.
Got call from Jamie, order processed and would be shipped
in 5-7 days. Did not receive merchandise. Called Customer Service again; left voicemail with order # and all details, asking for status of shipment, i.e when shipped and by what carrier, etc. No response.
Phoned Customer Service again after waiting 6 days. Voicemail is full and cannot take another message. Received credit card invoice; I was charged for the merchandise that I never received 3 days before I called the first time to check on order status.
1 Updates & Rebuttals
Regrettably, we had some delays in responding to customers during the 2001 holiday season.
#20
Wed, January 09, 2002
They filed the following rebuttal to the above Rip-Off Report:
Their email: orders@sovietski.com
Their name: Brook Crookston
Their phone number: (619)294-2000
Their relationship to the company: Owner
Rebuttal:
I am sorry to hear that this customer had such problems contacting us. Regrettably, we had some delays in responding to customers during the 2001 holiday season.
I'd like to give some background as an explanation of why we may have not responded to this customer as quickly as we usually do.
After the events on September 11th, our orders dropped off sharply and we had to cut our workforce to offset the loss.
When orders picked up again quickly, we were caught off-guard and unfortunately, were unable to increase our staffing to maintain our typical one-day response time during the holidays. This, coupled with problems with our phone system, meant we all
had to put in extra effort (sometimes working 12-14 hour days) to get orders out as quickly as possible over the last month.
Of course, the circumstances of this holiday season in no way excuse our poor response time in this case. However, without knowing who this customer is, it is difficult to write an adequate explanation of exactly where things went wrong and how we can make it up to him.
We are currently up to date with customer contacts and our phone system is being repaired so that every customer will be able to reach a representative during normal business hours. We can be reached at (888) 442-7227.
Brook Crookston
Customer Service Supervisor