Luscious Cargo - a bit miffed

Way back in the middle of November, my husband ordered the solid Fracas compact from Luscious Cargo for me as a Christmas present. I received an email confirming the purchase, with a purchase order number, and have heard nothing since. I've emailed them about a dozen times via their website and have never received a reply. I have telephoned them today (all I get is an answering machine), and have left 2 messages asking them to call me back.

Still nothing.

I am livid now, because this is extremely poor customer service.

Has anyone else had any dealings with them, and if so, do you have any secret methods of contacting an ACTUAL HUMAN BEING?

Frustrated beyond belief,
Clemmie

Thanks for that DeeOlive. Doesn't look good. :-(

My husband paid for it on his DEBIT card, so he can't even cancel the payment. He's going to check with his bank manager and see if there's anything he can do. He doesn't even know if the money has actually been taken, so he'll need to check that (he can't do his banking online at the moment). I just wish I'd known how bad they were before placing the order. I had no idea they were so bad. I would love to cancel the order, but since I never get a response to my emails or my telephone messages, I can't really do anything. All I want is to get an idea of when it will be shipped. I don't even care if it won't be shipped until next Easter, so long as I KNOW. It's just trying to communicate with a black hole that's bothering. me

I'd be inclined to say that if this is the 'norm' for this retailer, there ought to be some kind of Basenotes Blacklist forum specifically for this kind of thing, where people can go to check things out before handing over their dosh and trusting that their goods will arrive.
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I don't actually mind how long it's likely to take, I'd just like to hear from them, letting me know. It's the total lack of communication from their end (other than the confirmation email with purchase order number) that I find the most worrying. I was not told this item was on back order. My one and only email says it's 'in stock', but I've received no shipping notice. Grr! Just grrr!!!

Please don't blame yourself. I should have done some investigating first - and I have ordered from them in the past myself and received the goods (albeit so slowly I'd forgotten I'd even ordered from them, but that was only some cheap samples). I shall be persistent. If you received yours, I guess that bodes well doesn't it? Being in the UK will slow things down somewhat anyway. It's just the total lack of communication that bugs me.
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Thank you for trying anyway, I appreciate that.
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Well, I've just written to her again. Via that damn website link. I think I'll just plug a reminder into my calendar to write to her every morning until she damn well responds or sends the perfume. Blech.

I wrote again, with the subject header IS THERE ANYBODY THERE? AT ALL? and worded my email very strongly, telling them they would hear from me every day until I got a response.

Wonder of wonders, I received an extremely apologetic email yesterday from Marcy. Has been out of state on family business (but that's no excuse - her words, not mine), and since she is the only one capable of doing international orders, my order was left in the 'Marcy file' while she was away. It has been shipped today, USPS Global Express. It still won't make Christmas, but I should have it late next week.

Thanks everyone for your feedback. After this debacle, it's unlikely I will order from them again. I think what I may do, for the good of anyone else unwittingly finding themselves in my position, is send them some constructive feedback about customer relations. It may well fall on deaf ears (or blind eyes), but if we don't try, we change nothing. I'm a mystery shopper, and giving feedback on service (or lack of) is second nature to me. Bottom line: communicate with your customer - at the very least. And if you really want to excel, make your customer feel like they're the most important person in the world. Treat them nice and they'll stay with you and praise you to the skies. And there is no better (or cheaper) marketing than the word-of-mouth kind. Likewise, a business can be totally ruined by the power of word of mouth (or in this case, keyboard).

Shame. It's not hard really is it?

I wrote again, with the subject header IS THERE ANYBODY THERE? AT ALL? and worded my email very strongly, telling them they would hear from me every day until I got a response.

Wonder of wonders, I received an extremely apologetic email yesterday from Marcy. Has been out of state on family business (but that's no excuse - her words, not mine), and since she is the only one capable of doing international orders, my order was left in the 'Marcy file' while she was away. It has been shipped today, USPS Global Express. It still won't make Christmas, but I should have it late next week.

Thanks everyone for your feedback. After this debacle, it's unlikely I will order from them again. I think what I may do, for the good of anyone else unwittingly finding themselves in my position, is send them some constructive feedback about customer relations. It may well fall on deaf ears (or blind eyes), but if we don't try, we change nothing. I'm a mystery shopper, and giving feedback on service (or lack of) is second nature to me. Bottom line: communicate with your customer - at the very least. And if you really want to excel, make your customer feel like they're the most important person in the world. Treat them nice and they'll stay with you and praise you to the skies. And there is no better (or cheaper) marketing than the word-of-mouth kind. Likewise, a business can be totally ruined by the power of word of mouth (or in this case, keyboard).

Shame. It's not hard really is it?