Wednesday, October 10, 2012

Visiondecor Customer Service Debacle Continues

A few days ago, I posted about my experience ordering furniture from Visiondecor. In a nutshell, 11 days after I'd paid for the item and 8 days after I'd received an email saying the item had been shipped, I hadn't received the item and no tracking information was showing.  I emailed the company inquiring about the status of the order and received no response for five days.  On the fifth day, three things happened:


  • The shipping company advised me that it had received the item on the 8th day after I received the "your item has been shipped" email...coincidentally, the day I sent my follow-up email;
  • I posted negative feedback on Amazon; and
  • Visiondecor suddenly became interested in talking to me.
I chose not to accept the 50% refund Visiondecor offered me in exchange for removing the negative review on Amazon, and that apparently is outside their usual experience. (No wonder a company with arguably the worst customer service in North America has mostly positive reviews.)  

The same company that couldn't respond to a simple inquiry about order status in a five-day period has contacted me FIVE TIMES to offer a discount in exchange for immediate removal of the review.  I ignored the first two telephone messages and the first email, but after the second email I responded that I was troubled by the fact that the company had been so disinterested in actually solving my problem but was now so actively engaged in getting me to remove the negative feedback.  

Unbelievably, the response (email # 3, included below in its entirety) from Visiondecor consisted almost entirely of detailed instructions for removing my negative feedback from Amazon.


Nadine Alvarado, Oct 10 11:09 (PDT):Hello,
I am very sorry for any inconvenience this may have caused. If you do decide to remvoe the feedback below are the instructions to remove the feedback:
You will need to log into your Amazon account.
Once you are logged in, please click on the "Your Account" tab on the top right hand corner.
Once that has loaded to the next page please scroll to the bottom of the page where it shows the "Personalization" section
In this section you will see another tab that says "View seller feedback submitted by you" and click on it.
On this screen it will show you all feedback submitted for any order by you, and locate the feedback for this specific order and on the right side of that feedback will show a button that says "remove" and you will need to click on that.
Once you click on remove, it will ask you the reason for removing and you can choose seller resolved problem and then click remove seller feedback.
Once that is done, please let me know right away so that I can issue your refund.
Thank you,
Nadine

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