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Can a customer contact SU herself to get missing items replaced?
Here is the story--
My sister is new to SU and recently placed a $250 order with a demo i have never heard of. It was Delivered on Thursday. I was there when she opened it and missing are 3 packs of cardstock and a stamp set.
I totally understand missing items as we have orders where I work go out also with missing items. It is simple human error.
She called the demo she ordered from and told her. This demo called her back yesterday and told her that DS said they will not replace them.
Then this demo had the nerve to ask my sister if she is "just doing this to get extra freebies"!! My sister would never do that. And i was there when this demo called and I heard everything as the speaker phone was on.
It is obvious this demo is not going to help. My sister will never order from her again either.
When i was a demo I never had a problem getting lost items replaced. It was a simple phone call. But I never had a customer that needed to call either.
My sister is furious right now as she may be out $40 on products she did not receive.
If she calls SU will they help her and replace this product for her?
Yes, call 1-800-STAMPUP. Have the packing slip that came with your order so you can give them the order #. Sometimes during busy times there are packing errors, but SU is ALWAYS gracious to fix them (I have been a demo for 11 years). Check first to make sure it does not say BO (Backorder) on the slip for those items.
Yes, call 1-800-STAMPUP. Have the packing slip that came with your order so you can give them the order #. Sometimes during busy times there are packing errors, but SU is ALWAYS gracious to fix them (I have been a demo for 11 years). Check first to make sure it does not say BO (Backorder) on the slip for those items.
Thank you. I looked at the packing slip and it did not say BO anywhere.
I will have my sister call today.
I myself thought it was strange that DS told this demo they will not help her as I never had a problem getting missing items shipped.
I am thinking this demo never even called DS.
I've also never heard of a demo asking a customer - especially a NEW one - if she was doing this just to get freebies! YIKES! I hope SU makes things right for your sister and this experience doesn't turn her off SU stuff!
I doubt that demo will be a demo very long - very poor customer service! And I doubt very much that SU told her no, she probably just did not want to call SU - sorry you (or your sis rather) had such a lousy experience - hope you find a new and helpful demo!
Yes! Call Stampin' up and they will send her the missing product. And while she's on the phone with them I would also put in a formal complaint. I'm a demo and there is absolutely no excuse for such rudeness. If this demo has so little trust for her customers than she should have the orders shipped to her so she can check everything and than deliver it herself.
Stampin' Up! has always been great about making things right, I've had to phone in because the corners on my dsp were banged up and they replaced it, happily I might add.
To the OP: I am curious...Did your sister get the hostess bennies? The level one item and an additional $25 free?
Some demos keep the items themselves, I do not, but just curious if she did.
I hope you call SU. They always take care of their customers. She doesn't sound like a very good demo. Sorry that had to happen.
To the OP: I am curious...Did your sister get the hostess bennies? The level one item and an additional $25 free?
Some demos keep the items themselves, I do not, but just curious if she did.
I hope you call SU. They always take care of their customers. She doesn't sound like a very good demo. Sorry that had to happen.
Yes she did get the hostess bennies. At first she had no idea about it until she called me for an opinion on cardstock colors. I did tell her as this demo did not. I was sick so I did not pay much attention to the demo she used. I told never to order from this person again and to use my demo/old upline as she is great.
Tina I am so sorry that happened to your sister....it sure does not show well for that demo...I agree with others who say she will not be a demo for long...how sad.
blessings.
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I would definitely mention something to DS about her not-so-great customer service while she is on the phone. Not to be a tattletale but they should know! Customer service is everything, ESPECIALLY in this economy! I'm fairly new and have few customers but I'm getting a few more and I try to bend over backwards and sideways to please them! I'm so freaking happy to have them ordering from me:-)
I try to give the kind of service that I like having when I'm buying. I was recently appalled at the service of two employees of a clothing store that I frequent OFTEN (although it was in a neighboring town and not mine)! They were completely rude more than once. It will be a GOOD LONG time before I go there again for sure...customer service is everything!!!!
Oh and I'm sure SU! will right it for your sis, they rock!
Thank you all for your replies. My sister did call SU and they didn't even question her and are sending out the replacments right away.
She also did tell them about the demo. The DS rep told mt sister that they did not receive a phone call. SHe did give all the info and asked a formal complaint be filed.
Thank you all for your replies. My sister did call SU and they didn't even question her and are sending out the replacments right away.
She also did tell them about the demo. The DS rep told mt sister that they did not receive a phone call. SHe did give all the info and asked a formal complaint be filed.
Thank you everyone for helping/.
wow. I'm not surprised by SU's customer service. It is one of the best in the industry. They answer the phone with a real live person who is always pleasant and helpful.
Too bad about the demo but good for your sister for following through
__________________ Dear Paperlicious is my blog...with a series on how I'm learning to improve my cardmaking by studying others.
Tina - glad it all is working out for her, such a bummer she got a SU demo such as that, hopefully she will continue to order in the future (at least from a different demo).
ps. sure do miss your beautiful SU creations!!!
__________________ Living in the land of "The Walking Dead"
aka: 25 miles south of Atlanta and 100 Years away 2013 Goals:
Feb - 5 SB pages(6/5)YTD SB Pages: 7
Wow! I am glad to hear your sister is getting the replacements, but I can't believe what that demo did. Usually my SU orders have come complete, but last year I did a paper share where I ordered 20 packs of dp. My order arrived missing four of the packs and and I was nervous that SU was going to doubt me when I complained. Instead, they were total sweet hearts, apologized profusely and sent them out right away. That demo had to be lying!
SU demo question- Please read
