Complaint Review: Vanilla Gift

On November 25, 2020 I ordered a gift card online to give to my daughter as a huge part of her Christmas.  She has purchased these types of cards before in stores and usually these will allow you to add money to them if you want to later. I assume there would be no problem with this card since she has purchased from Vanilla Gift before in physical locations.  This was the first time I had ever done this by mail.

On November 28, 2020 I got an email saying the order has been processed.  On December 7 when nothing was received, I knew the 5-6 day time frame had passed for getting this card.  I called and spoke with a representative.  Instead of doing the right thing that evening, she told me I would need to call back on December 8 if the card wasn't received by me and they would attempt to track it for me.  I also asked for a tracking number but was never given one by this representative.

Today, December 8, I called back and got someone who I had a great difficulty in understanding.  I asked several times if I could speak with someone else.  I was never transferred to anyone else.  In fact I had to repeat the order number at least 5 times.  I was kept on hold for at least 10 minutes while being told about every 2 minutes that "My system is slow.  I will be back.  I am trying to pull up order." Basically the only words spoken to me.  After that 10 minutes, I hung up.

I called back almost immediately and got someone easier to understand.  I was asked the same basic information as well as my mailing address.  I was once again put on hold.  After 2-3 minutes this time, I was told their system had been breached and they couldn't help me at this time because they were having to reboot everything and I would need to call back in an hour.  I didn't call back. The fact I had already talked to them two times prior and was never given anything I asked for such as a tracking number or a supervisor meant that I would get no help from anyone at this place.