Communication to Customers Needs to Dramatically Improve
I ordered a dress in November and it shipped without issue and arrived within 4 weeks. I decided to order another dress on Dec. 7th. It was never shipped. After numerous emails back and forth from Flycurvy, initially with them saying it was shipped (but no shipping info was available), they finally told me that the manufacturer had made a mistake and used the wrong material; thus, it would be sent at the end of December. They said the same thing for January. I ended up ordering a different colour, which was in stock. I was told it would be shipped by priority service. I told them that I needed it by Feb 10th. This was on January 16th. 2 weeks later, it still has not shipped. Customer Service doesn’t appear to actually read the messages, as the standard response (90% of the time) is the exact same message that it will be shipped and to be patient. On top of this, the dress I purchased in December, was listed as 50% off when I changed my order in January. No credit or refund was given. While the dress I received in December was nice; I will never order from Flycurvy again based on their shipping and customer service. It is now 8 weeks from the date that I placed my order and it still has not shipped. The dress was around $100.00 Canadian. In response to flycurvy’s comment. I did tell you via email when I needed the item, before you supposedly sent out the dress in a different colour. I was told it would be sent by priority. It was not. Last night I asked for a specific date when it would arrive and was told to be patient and wait. I asked for a refund if you couldn’t provide an update on when the item would ship, and you told me that a refund could not be issued as the item had already been shipped. There was finally an update tonight; however, I don’t believe it’s actually left the warehouse. If it makes it on a plane in the next day, it will still take 2+ weeks for it to arrive to me. Had your communication been clearer and transparent from the start, I would be more inclined to believe you. I rarely ever do reviews, but have felt so put off by your lack of customer service, I felt others should be aware. Update: 2. Received an email from Customer Service with a resolution to my order, but more importantly, an honest update on the issue and clarification regarding tracking. Not sure why that hasn’t happened from the start. While I doubt I will get my dress by Feb 10th, I am satisfied that they finally provided an update and acknowledged the issue. Update 3: I received my dress on Feb 13th. It did arrive to me by priority mail. The Complaint Department (which engaged once I gave this review) was surprisingly wonderful to deal with. They refunded my shipping fee and refunded the price difference and provided regular updates on the shipping. I wish they had the same level of customer service care at the standard level (when you have an enquiry when you first order). It would have made all the difference. I think I may order from them again (as the dress is nice), but I won’t order it if I need it by a specific time.