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I ordered my fiancé a monogrammed bathrobe for Christmas. I ordered the personalization to be “indigo”, but received it in sparkly gold. After a 45min call to customer service, they offered me no good options. They said there was no way they could send me a replacement in time for Christmas, because they can’t speed up monogram time. They also refused to refund me, unless I printed a label, repackaged the item and took it to the post service to drop off. This is a ridiculous ask of a customer during the holiday season. It’s 6 days from Christmas and I am out a gift, with no time for me to find a replacement. The customer service rep said she could refund me for the monogram fee - 15$, which makes absolutely no sense because the bathrobe was 100$! The entire bathrobe is ruined if it has the wrong monogram on it? I’m extremely disappointed and frustrated. I feel my money should be refunded, with no additional responsibilities to me- after all, I didn’t order this! This was their mistake and they should make it right. No other company has such terrible customer service.
Desired outcome: Refund me in full or overnight a correct item at no cost.
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They will send you the wrong item, expect you to print a label and ship it back to them before refunding you, or offer a lowball discount of 40% - if you chose to keep the wrong item, not including any shipping. Awful customer service- terrible policy’s.
