So ladies here's the reason behind my Guide to Blogshops post. I have had a very infuriating and negative experience with popular blogshop, Lush Serendipity. By all accounts it's a popular and well run blogshop, but to my surprise the owner who goes by "Grace", "Shen", and "May Jern" is dishonest, unpleasant and downright nasty. She's also terribly clueless about consumer rights.
Here's my tale of woe:
On Aug 29 I ordered a pair of black flat "satin" shoes from her site in size 37, they retail at RM35 + RM8 postage. The transaction was effortless and pleasant, but when I received my shoes a few days later, the right side was a size 36 while the left was a 37.
"No problem!" thought I. Mistakes happen and are easily rectified. I gave her mobile a buzz and she, while sounding oddly disinterested and unapologetic (she did say "sorry" I think, but her heart wasn't in it). We agreed to meet up at The Curve the next day in the late afternoon and swap my size 36 for a size 37.
That Saturday (Sep 4) I dropped her a message at 4pm reminding her of our meeting and the agreed-upon swap. No reply.
I go to the mall, and try calling her. She doesn't answer, and doesn't respond to my SMS. I call her a few more times and she never answers. I get home and leave her an email, and no reply. She stood me up.
At this point I'm not exactly angry I'm just annoyed. But you know, stuff happens and maybe she has no internet access or her phone got stolen. Who knows right?
Then she sends out an email and her site updates. Immediately I write her another email, leave a comment on her site, call her and drop her sms's. Again absolutely NO reply or contact from her. But her site updates again. Clearly, she has internet access.
I would like to point out that while I was firm and stated my annoyance with her, I was never rude and even assured her that if her reasons were good I would forgive and forget.
I got frustrated enough to email the lovely girl running A Shopaholics Den asking if she made announcements on her site because I could not get this girl to reply. She said she knew her personally and would see what she could do.
Immediately I get an sms from "Grace". "Hey babe.so sorry had probs past few dats, can we meet tmrw?"
Apology? Not enough by half. I try giving her a call but she doesn't answer so I message back, "I don't think so. I'm working and tomorrow is a full day. Email me and we can discuss this."
Grace: Then when r u able to make it?
By this point I'm very annoyed. She has not had personal troubles to a point where she can't reply my messages and emails. If you can update your blog, you can email. And the implication that I'm being difficult is just too much.
To me, all I wanted to do was get rid of the shoes, get back my money and forget all about this child who has no business running a shop. "I was able to make it over the past 3 days, I was there saturday as prearranged" I pointed out and asked her to meet me at my office (near the curve), take back her shoes and refund my money,
Grace: All sales r final.no refunds.just give me ur add n i'l mail it to u.
Me: All sales are final if you actually sell me what I wanted. I gave you a chance to make this right with no penalties and you didn't honour your end. For obvious reasons the shoes have never been worn. Just take them back and return my money.
Grace: Excuse me.who r u to give me d attitude?no way m i refunding.u just give me ur add!
ME? Attitude? And I might add that any decent blogshop owner would KNOW the add she sent my things to.
So I replied, "I am an adult in full cognizance of my rights as a consumer. You made a mistake in the order. You stood me up. you failed to make contact or apologize. You have not provided adequate reasons nor accepted responsibility as a store owner." I pointed out that if I were to take her to consumer claims she would be at fault and as I never received the goods I purchased the transaction was incomplete and thus not "final".
Grace: Give me ur add.period.
I agreed to email her my delivery address but decide to be fair and warn her that I do run blogs and will review my negative experience of her. If she does choose to do the right thing and refund my money then I will consider the issue closed and may not choose to write her up.
Grace: Dere's no need to threaten me as I'm very connected w public figures working s lawyers.so dat's de end to it. i wil post out tmw.thx
I'll admit I laughed. I pointed out (gently I thought) that technically she'd commited transaction fraud by selling me goods I did not pay for. Also I wasn't giving her a threat, I was warning her that I felt she was someone who others should be aware of. Finally I told her that if she chose to post out the shoe she was not getting the size 36 she sent me as there was no way I'd incur further postage cost or trouble on my part.
So that's the story ladies. I received my replacement size 37 on Thursday and have not heard from her since. She chose not to honour my request.
As blogshops are built on trust and consumer service I believe Lush Serendipity has failed on both counts. I think that had I not contacted A Shopaholics Den, she would simply have avoided me and never bothered to correct her error.
I would love your comments on this and if I've been unreasonable in anyway I'd like your opinions. But if you agree with me, I encourage you to repost this on your web blogs and warn your friends away from Lush Serendipity. Believe me, no one needs this kind of drama.