Recently I had problems with two different products, a pair of jeans and a measuring cup that was defective. I had good results from the jeans company and am still battling with the other company. It doesn’t seem fair being a consumer to have to wait forever for responses. I am in customer service and I understand more now than ever before how customers feel when they are due a replacement or refund. Let me explain.
I bought a pair of jeans which I felt were the most comfortable and nice looking. Since I have to wear dress pants 4 out of 5 days, I only wore the jeans on weekends and Friday dress down days. I didn’t have this pair even a year when the material started to wear near the zipper. Odd place for a woman’s pair of jeans to fray, but it did happen. Being able to sew, I repaired the area as best as I could. Then a few weeks later I noticed the material fraying in the back of the jeans, one area near a pocket and one area near the seam. I don’t wear my jeans so they are a second skin so I couldn’t understand this fraying. I called the company for Lee jeans. They offered to check the jeans if I would send them in a prepaid envelope they would provide. I said I would do so. Once the envelope came in the mail I put the jeans into the package and sent them back. Within 4 weeks I had a refund from the company. They could not determine why the jeans frayed, but they were understanding and wanted to make sure I was a happy consumer who would buy another pair of their jeans.
The other product I had a problem with was a measuring cup we purchased at Wal-Mart. We never noticed the red markings on the outside of the cup rubbing off until after we were home and had washed the cup. The red continued to rub off even after 3 washings. I emailed Anchor Hocking with the concern, asking that someone get back to me. I got a nice email from Amy H. who informed me in the email response that “Once we have received the product, we will promptly reimburse your postage expense.” It cost me $15 to send the darn thing to them. I had to make sure it would not break so I went to UPS to have it shipped. Anchor Hocking received the defective measuring cup within 3 days. I, however, am still waiting for the refund of the money I spent having the darn thing shipped! It’s almost 50 days since I sent the first email. Why does this have to take so long when I was assured that I would receive my postage expense promptly? A phone call to the company today did little to help. Amy will have to call me back. I gave my cell phone number so I won’t miss the call. That was 2 hours ago. They have more than likely gone home for the day now and I will have to wait again. This is infuriating to me. Nothing should take this long. Needless to say I am no longer planning on buying any Anchor Hocking products now or in the future and I will not back down from that.
So you see, you can get some good results, but then there is always the one company who doesn’t seem to care all that much about their customers. If anyone has had good or bad results from inquiring about defective products from any company I would like to hear about your experience. I will update this post when I finally get a refund for the postage from Amy at Anchor Hocking.
2 responses so far ↓
1 Rosie // Jun 18, 2010 at 6:35 pm
I learned today, almost 2 months later, Anchor Hocking never received the package I sent by UPS. I do have the tracking number and will check that on Monday. However, why they never let me know they didn’t get it is beyond me as I had emailed telling them I was sending it the day before I mailed it. So annoying!
2 Rosie // Jul 17, 2010 at 3:12 pm
July 16 I finally received a check for the amount I paid in postage to send the measuring cup back to Anchor Hocking. They finally acknowledged they did receive the defective cup, but had misplaced it. One thing I did learn, it was a good thing I had gone to UPS because I could track the package, proving Anchor Hocking had received it.
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