Loading tweets...For the last year (yes, you read that right – YEAR), I have been trying like Hell to get a replacement pair of jeans for my oldest daughter from the fashion jean manufacturer MissMe.com. For a recap of this story read: The “HOLE” Story, followed by The “HOLE” story – UPDATE and finally The “Hole” Story, take 3 . The process as been torture. Seriously torture.
After numerous attempts to remedy the situation, I threw up my hands and tweeted out the scathing “Take 3″ blog post I wrote, hoping someone at MissMe.com would notice. They did – almost immediately. I sent them my cell phone number and asked them to call me to discuss what my options were moving forward. I was tired of fighting with them and was about to give up. When the customer service rep called, Enoch, he was very courteous and apologized for all the issues. (He happened to be the same rep I had dealt with back in April with this issue, so he knew how long this was going on.) His solution: refund me the $. The only problem was, I didn’t pay for the jeans originally, my mother-in-law did. I think I had been so vocal about my disdain for them and the experience I had, Enoch said “You didn’t pay for it with your card? No problem. Just give us a credit card to refund. Yours is fine.” WHAT? Did he just say he was going to refund me on MY card even though I didn’t buy them originally? Yes friends, he did. And in addition, he was sending me some free items for Bella.
Two days later, I checked my credit card to find a refund for $85.
Finally, it was over.
A week later we also received a nice MissMe.com gold necklace and scarf.
Here’s the bottom line. Companies live and die by their reputation. And as I was taught in my marketing courses, for every bad experience someone has with a retail store or restaurant, they will tell (at LEAST) 10 people. I would multiply that by 100 for this situation.
