And here we are again. If you read my previous post about PUMA and H&M you know that these two companies royally ticked me off. PUMA made returning an item and getting a full refund (when the item was canceled BEFORE shipment) a nightmare and H&M had a cashier openly make derogatory remarks about sexuality at the register. ABSURD!
Well, I promised a follow-up and here it is.
H&M sent me a 20% off coupon as an apology. Are they kidding?? A coupon for 20% off so that I can go back to that store and then be called “cheap queen” as opposed to just a “queen”. No thanks!
PUMA did follow through with a full refund and a gracious apology from Dale Deluca (PUMA’s eCommerce Customer Service Supervisor) at their Boston office. She called twice to apologize and then mailed a $100 gift card to convey her sincerity. This was unexpected but appreciated.
However, when trying to use the gift card I ran into a NEW problem.
Turns out that PUMA withdrew the ENTIRE purchase from my checking account even though my order confirmation showed that all but $4.52 was paid by the gift card. I wrote to customer service and then, this morning, received a request that I call in to discuss the matter. Just fix it PUMA!!
So I called. After explaining the problem to the customer service representative I was told that I was wrong. Excuse me? She insisted that no such transaction had taken place and after I argued further she said, as though she had just been surprised by a sudden jolt of intelligence, “Oh yes, there is a charge of $100.20.” What? Seriously? “That’s not true… and it isn’t even an amount associated with this order. You know what, just cancel the whole thing. I’m done with PUMA. Done.” She tried to argue further about the charge and I just said, “Please stop. Just connect me with a supervisor.”
Nearly ten minutes later I was still on hold. I gave up. Instead I emailed Dale Deluca directly to ask her to ensure that my charge is reversed and to thank her for her earlier concern. So, PUMA, I’m done. Done with you. No more. I loved your shoes but never again. You and your faulty system are not worth my time.
The conclusion of this ridiculousness will appear here… same bat time, same bat channel.
Tommy Karr 