Reader Cheryl submitted a YouReview form about her recent experience at White House Black Market.  We’ve also had issues with the WHBM in-store customer service, but we’d never tried ordering online.  Here’s Cheryl’s story:

 I just had my first online experience with WHBM & I will NEVER buy from them again!!  I tried to place an order last weekend during their big sale for Black Friday and could NOT get my order to go through. Finally, I was able to get the order to go through on Monday.  I sent a gift to my sister for her 60th birthday.  Since the order would not take until Monday, 11/25, I paid expedited shipping to get it there by 12/2.  TODAY, 12/1, I got an email saying my order JUST SHIPPED!!!  I called their Customer Service and was told ‘Sorry, we were really busy over Thanksgiving.  We can refund your expedited shipping charge.’ How does that get the gift to my sister tomorrow?  I asked if I could expedite it further and was told it was too late, as Fedex already has the package and there’s nothing they can do.  I will NEVER order from this site again and will tell all of my friends about it.  I won’t even buy anything from their stores!!

How frustrating! It’s always incredibly disappointing when a failure occurs that results in a delay for someone’s birthday, especially when you consciously plan (and pay extra!!) to get the gift there on time. While I agree that refunding the expedited shipping charge was a good, necessary start, I feel like the customer service reps could have done a better job of making the situation better.

What do you think about Cheryl’s situation? Have you had anything similar happen at WHBM or somewhere else?

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