I placed on order for a gift through the Popcorn Factory because I have seen such great reviews of their product and service. I wanted a fun gift for a friend’s family on New Years Eve so I thought that this would be perfect. As my readers know I never ever do this but Popcorn Factory’s response is unacceptable and since they promote themselves using social media it is through social media that I will respond to them.
I will never order from the company again. How can I when the only reason to order from them is for gifts that are supposed to arrive on a specific date and then don’t arrive until 5 days later? I understand a day late which I allowed for but not a full 4 days too late.
Not only that but they changed my order to something I can’t even find on their website to see what the recipient is going to be getting. I understand that sometimes things sell out and have to be substituted but when nothing is right with the order you need to alert the customer to that fact so they can make a decision if they still want the gift sent out. Which in this case I would have ordered from another company who can send out the right product on time. I feel really bad because I had let the person know to expect a package to arrive special for New Year’s Eve and now they will have nothing. Its not like I could even get something there at this point for tonight and by the time the company sent out the notice the package had shipped it would have been to late to order from somewhere else.
I ordered a gift from their online store which was supposed to be delivered on Thursday December 30th to arrive in time for New Year’s Eve. I received the confirmation email the same day I placed my order telling me my order was processed and would be delivered on time. I specifically wanted the gift to arrive for New Year’s Eve and made sure before placing the order that it could be.
Only I find out it didn’t ship in time to arrive for New Year’s Eve but the company never emailed me to tell me there was a problem with the order. The first person I spoke with on the phone told me they have no way to access the system for my information in order to alert customers to the fact the order will not be shipped on time.
I decided to call back and try to speak with a manager and was told phones are routed to peoples homes and so there is no manager sitting with them or that they can transfer the call to. When I was on the phone with the second person she kept say my order was shipped and will arrive on the 3rd only it wasn’t what I ordered. So I asked her tell me the exact name of the product to look up online in their store only it doesn’t exist. Their website does say that they reserve the right to substitute an item if they cannot ship the one ordered. My issue is that I specially waited for a sale so that I could send something much bigger then I would have been able to otherwise and I know they didn’t substitute it with an equal size package only something of equal or lower cost.
Obviously I was not ok with their complete lack of customer service. Their solution was to give me a $10 gift certificate to their store. Really? That barely covers the lowest regularly priced item and would not refund the full amount of the gift because something was sent and it is scheduled to arrive. I did manage to get them to refund my shipping cost after they realized that not only was it not arriving on time but that the product I ordered was not shipped and there were no notes in the system as to why.
All in all a really bad experience with the Popcorn Factory. They have completely lost me as a customer and I suggest that if you want a gift to arrive on time NOT to order from the Popcorn Factory either.
Good for you far too often we accept these things and so the comapanies carry on with such bad practices. So a big WAY TO GO YOU ! ! !
wow that really stinks and is shotty customer service. If they wont refund the full amount i suggest contesting the charge with your credit card company, pretty sure they would side with you. GL!
I don't care how they have their call distribution set up, the folks are bound to have access to a Supervisor or Manager when a customer requests one. You are right, that was terrible service.
Yea for you! Everything already said is exactly my comment too. I have even had AT&T U-verse lie to me when I asked to speak to a supervisor – I did talk to someone else but it wasn't a supervisor or manager and there was no record ever kept of my previous complaint calls. I will keep this in mind if I am ever looking for this type of gift.
Kim
Yes, do contest it with your credit card company. That's a shameful lack of service, and ought to be an embarrassment to the company.
Unfortunately, more and more companies seem to be setting up their call centers so that it's not easy for the first-line people to transfer you to a supervisor. They also seem to be trained to resist requests for a supervisor.
It wasn't sent to an area experiencing Blizzard or White Out Conditions where highways and roadways might have been closed.
I mean last week we couldn't even get to a Doctor's appointment out of town because they closed the interstate due to the number of slide offs and wrecks. It wasn't going to open up on time for us to make the appointment so we had to call and reschedule.
I'm just wondering because so many parts of the nation have had bad weather lately.
UPS doesn't deliver at all on New Year's Eve. That's to prevent the drivers from being involved in any accidents related to drunk drivers being on the roads early. Actually a good idea if you ask me, especially where I live and then are roads are like ice rinks right now too, so anyone out on them that doesn't have to be is nuts if you ask me.