I have been a part of the online shopping site, Ideeli, for about 6 months now. Unfortunately, I have had numerous customer service issues with the site, a few more serious than others.
This summer, for example, I purchased a pair of flip flops from the site. The arrival date came and went – with no shoes in sight! I then received an email from Ideeli notifying me that they did not know when the shoes would be shipped but they would give me a $10.00 credit in compensation. I thought the $10.00 compensation credit was a bit on the cheaper side, but at least they tried to resolve the issue. I received the shoes about two weeks after the credit was issued.
Then, the next time that I logged into the site, I was told that my ‘2nd row membership’ would expire in a matter of days! My first reaction — what is a 2nd row membership?
I did some researching and discovered that a 2nd row membership was a service that allows one to know about the upcoming deals before everyone else — a service that has a monthly fee!! I never requested the service, so I tried to contact Ideeli through their online form (they do not provide a phone number.) My question was never responded to — but then (and here’s the real kicker) I received an email asking ‘How was your recent Ideeli customer service experience?' In a word, nonexistent! I then filled out the customer service questionnaire once again stating my questions and concerns, and was never issued a response.
Customer service is very important to online shoppers. I understand that every issue may not be resolved, but I would like to be granted the common courtesy of a response. Obviously, I plan to cancel my Ideeli account once I have used up the online credit. Have you ever had a negative experience with online shopping?
-Angela
About Angela
Dear Angela,
We're terribly sorry to hear that you're unhappy with your ideeli experience. Our number one priority is for members to always be happy with their experience, and we're very willing to work with you if you're not.
To clarify our membership policy: ideeli's aim is to deliver value to everyone, which is why it is free for all to join. The First Row program is an option for members who would like to shop a bit earlier. New users are automatically signed up for our free Second Row membership, unless they select the option of upgrading to First Row.
Additionally, since we work directly with manufacturers and keep very little inventory, unforeseen delays can unfortunately happen from time to time. In these rare instances, we do our very best to make up for the inconvenience by offering an account credit for the cost of shipping. We certainly understand your frustration, and hope this helps to provide some clarification.
We're happy to further address your concerns and answer any additional questions you might have. Can you kindly share your ideeli user id and order number(s) with us at blog@ideeli.com so we can look into the incidents you've referenced?
Best always,
The ideeli team