I ordered a pair of shoes from "FootSmart.com". I don't usually do that because my feet are hard to fit, but we had previously ordered a pair of slippers for Jim and they were good quality.
The catalog I had said that anything ordered from that catalog that totaled over $49 would get free shipping. I was to enter a code from the back page into the appropriate spot on the order form. I entered that code approximately 12 times and every time it said the code was incorrect. I was mightily frustrated, as you might imagine. I know I entered the code correctly.
Giving up, I clicked the order, figuring if I got charged postage, I could call customer service and explain what happened and get a refund.
Oh, how naive I am.
The shoes arrived quickly and they fit like a dream. However, there was a $12.99 charge for shipping. Grrrrr. I called customer service and was told that it didn't matter if I had had a problem entering the code. They said what I should have done was call them while I had the order on-line. I do wish they had said that on the catalog, so I would have known. The young woman I spoke with said her manager said no refund would be given since I had not contacted them at the time to let them know.
I told them I would never be ordering from them again!
What would you do/have done?
I did leave a complaint on a third party site, which got me a survey to fill out about customer service - but so far - no refund. I am mad and dismayed. I like their shoes, and I would be inclined to order from them again, if only they would refund this postage.