Bad Buying Experience on RL

I have a friend who has had a really bad buying experience on RL. She bought and paid for a sweater on Feb 6th, she received an order confirmation from the seller on Feb 9th and that is it. She hasn't received any notice of shipping nor the item. The listing states everything is shipped within 6 days (isn't that a bit much)? It is now 10 days later and she has emailed the seller again to see if the item has shipped but getting no response. Now she is dealing with RL customer service who is telling her to wait. I'm surprised about this. I thought RL had such strict rules about shipping immediately and packaging properly. I know they can't enforce everything but at the very least they could have contacted this seller to see what was going on.

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Permalink Reply by Alley Cat Lane on February 16, 2012 at 8:17am

I am sorry your friend is disappointed with her shopping experience. If customer service told her to wait, it is most likely because the seller stated shipment could be within 6 days. If shipped on the sixth day, it could take a week to receive depending on the method of shipping (parcel post, priority, shipping company, etc.) and the distance to the buyer.

I doubt most sellers on RL have that policy. I ship within one business day once payment is confirmed.

This is an example of why buyers should read the seller's shipping policies before buying. If they aren't happy with them, they can contact the seller to see if something more agreeable can be arranged, or move on and not deal with that seller.

Hope your friend's sweater arrives today!

Permalink Reply by Alley Cats Vintage on February 16, 2012 at 8:21am

I"m just surprised that any seller on RL would behave so unprofessional.

Permalink Reply by Alley Cat Lane on February 16, 2012 at 8:26am

It is unusual. Most sellers maintain good communication and let the seller know when shipment occurs. Has she looked at her account page? It should state on there when the item was shipped and the delivery confirmation number if the seller entered the information.

Permalink Reply by Alley Cats Vintage on February 16, 2012 at 8:36am

I didn't realize there was a place to enter that information. I usually just email it to the buyer.

Permalink Reply by Alley Cat Lane on February 16, 2012 at 8:48am

At the top of each purchase order there is a place to Add History. When you click on it, you can add any of the following:

Select History Entry Type: Comment your Buyer can view Private Comment only you can view Invoice Paid Order Shipped; add only tracking number below Order Received Order Returned Money Refunded Layaway - Add details below

*My question or comment is

Permalink Reply by Nancy Clark on February 16, 2012 at 8:50am

I wouldn't be surprised if RL hasn't contacted seller about this. They may not have shared this with the customer but I can't believe that this kind of behavior is acceptable. I wonder if there is something serious going on such as a sudden illness or emergency.

Permalink Reply by Alley Cats Vintage on February 16, 2012 at 9:15am

I've never used the history link before. I need to start doing that.

I'm hoping my friend will get her sweater today but I sorta doubt it. If the seller will not respond and she hasn't received any shipping notification. She did contact RL again to try to file a complaint.

If the seller did wait 6 days to ship it, it should have been received by now. My friend did read the shipping details and was ok with it since that would have given enough time for her to get the item.

Permalink Reply by Gardenartus Antiques on February 16, 2012 at 9:25am

Chris this is really unacceptable there should have been at least an email from the shop owner to let your friend know what the situation was. Please tell your friend to contact Customer Service again and explain to them there has been no communication from the shop owner. From my experience Ruby Lane contacts the shop owner and passes on the email if a customer has a problem. There might be something that happened like an illness or the like but any customer deserves to be treated better then this.

Chris Moore said:

I've never used the history link before. I need to start doing that.

I'm hoping my friend will get her sweater today but I sorta doubt it. If the seller will not respond and she hasn't received any shipping notification. She did contact RL again to try to file a complaint.

If the seller did wait 6 days to ship it, it should have been received by now. My friend did read the shipping details and was ok with it since that would have given enough time for her to get the item.

Permalink Reply by Alley Cats Vintage on February 16, 2012 at 9:30am

She has contacted CS twice now.

Permalink Reply by Gardenartus Antiques on February 16, 2012 at 9:36am

I really don't understand the lack of at the very least an email. It hasn't been much time considering the 6 day shipping time and this is day 10 so it could be there today or in the next day or two. The no response back is very unprofessional and I am very sorry to hear this from a fellow shop owner. This makes us all appear bad. I am a bit surprised that CS has not taken more of an aggressive approach on having the shop owner contact your friend. Did they tell her they contacted the shop owner?

Chris Moore said:

She has contacted CS twice now.

Permalink Reply by Alley Cats Vintage on February 16, 2012 at 9:39am

No they indicated she should be patient and wait. They haven't responded to her second email.

Permalink Reply by Gardenartus Antiques on February 16, 2012 at 9:47am

I am really sorry to hear all of this Chris. I sure hope her sweater arrives today or tomorrow. This is really a shame she is having such a bad time and has got to be very frustrated with trying to get some kind of answer about when it was shipped.

Chris Moore said:

No they indicated she should be patient and wait. They haven't responded to her second email.

Bad Buying Experience on RL

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