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6pm Customer Service Nightmare

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I'm all for supporting upstanding companies with quality customer service, and I believe that one mistake does not define a company, but after my latest experience with 6pm, I can assure you that I will never place an order with them again. On Saturday, November 19th, I was browsing 6pm.com for some new black boots when I came across a pair that I was IN LOVE with! My fiance was kind enough to purchase them for me on the spot, but with thanksgiving just around the corner, we were worried that 6pm.com would be delivered while we were out of town. Ultimately, we decided paying the 2-day shipping fee would be worth the investment to ensure that 6pm.com were delivered on time. Fast forward to Tuesday of the next week and nothing. The order still said processing, so I decided to call 6pm.com (I would be leaving Wednesday and was concerned that the order was taking so long). The gentleman on the phone informed me that the boots were all packaged up and just waiting to be picked up for delivery. Estimated delivery was to be Wednesday the 23rd. Wednesday comes along and the order is still processing, so I called again to see what was going on now and to change the shipping info so that the package wouldn't sit in my courtyard over the weekend. I was told that 6pm.com were waiting for authorization from the bank and that the item was still in stock so it would be sent immediately upon bank confirmation. I thought it was weird that 6pm.com wouldn't have received clearance to proceed, so I contacted my fiance who informed me that the transaction was not even posted to his account (not on pending charges and not on the cleared charges). Call #3: When I called again, I mentioned that I didn't think 6pm.com had charged my fiances account and that it seemed 6pm.com were waiting for the payment to clear when 6pm.com had never even charged it. The CS agent I spoke with agreed that it seemed strange, mentioning that the item was still in stock, and said she would rerun the payment if I could provide some security info (last 4 digits of the card number, security code, etc). Of course, I didn't have the info on hand, so I offered to call back when my fiance got home. When I called for the 4th time, I went over the situation with the new CS agent--by the way, it was extremely irritating to have to deal with someone new each time, but I understand the business and tried to be as patient with it as possible. This time, I was informed that the item was out of stock and that this was the reason the transaction was never processed. After being told that the item was still in stock by numerous other CS individuals, I asked the woman to please recheck this (I thought maybe I snagged the last pair and it was just waiting for me in the warehouse). The agent then transferred me to a supervisor, who stated "you're right, we have one reserved for you". In my head, this means the item is in stock and set aside in the warehouse, but this was not the case. After another 10 minutes of waiting for her to explain the full situation to me, she revealed that 6pm.com were waiting for another shipment from the manufacturer and that it would take some time (and patience on my part) before 6pm.com could fulfill my order. I left this conversation feeling more clear about what was going on, and with an additional 15% off my order + free overnight shipping to compensate all the time I spent on the phone with 6pm.com. Seems like a win, right? Wrong. 6pm.com lead me to believe that 6pm.com would be getting another shipment soon but then canceled my order 3 weeks later. You can imagine my frustration at that point, so I called AGAIN and asked to immediately be transferred to a supervisor. I explained the situation to the supervisor and asked him to please forward the discount and free overnight shipping that was supposed to be used on the boots order to my email account. I also asked him to increase the discount and he offered 30%. I was finally feeling appropriate compensation for my time and energy (not to mention all the times I've ordered from 6pm.com in the past) when he informed me that I would need to process the 30% discount with the customer service team. I would have been bothered by this, considering how many times I had already called 6pm.com, but I already had some shoes picked out online and asked him to apply the discount and the free overnight shipping to this item. The second order was processed on Thursday, December 8 at 7:43 PM. Since the timing was later in the night, I had no expectation that it would be overnighted by Friday, but I thought I would receive the shoes by Saturday. Today is Friday the 9th and around 3:30 PM, the order was still processing. Like an ex-girl friend who's desperate for more (the shoes were pretty awesome), I called yet again. The man I spoke with informed me that I missed the Thursday cut-off for overnight shipping (it's at 1pm in case you were wondering) and that I would receive them Monday. Monday? Why wouldn't the order be sent out for overnight on a Friday and delivered Saturday? Apparently, 6pm does not deliver on Saturdays yet 6pm.com use the USPS carrier, which DOES deliver on Saturday. My question was continuously dismissed with "you placed the order at 7:43PM, so you missed the 1PM cutoff"...irrelevant in my mind considering 6pm.com had all of Friday to send off the package for overnight delivery. My guess is 6pm.com thought 6pm.com could get away with providing free 2-day shipping, which 6pm.com award to anyone who purchases $50+ worth of merchandise, and never even tried to processed the overnight shipping. Once again, I was beyond irritated with the entire situation and asked to speak to a supervisor. While I was waiting on hold, I decided to search some 6pm reviews (I fully planned to write one about my experience) and I noticed all the fraudulent warnings about 6pm.com. This had me worried about placing the order at all since 6pm.com were some expensive Paul Green flats. So, I ultimately decided to cancel the order and cut my time lost. The supervisor answered and I instantly told him to stop the transaction, that I was no longer interested in the item. After asking why and receiving a shortened explanation, he agreed to "try" to cancel the order. He came back after about 10 minutes saying that it wouldn't let him cancel but he would keep trying. 25 minutes of waiting and finally the cancellation went through...although I now have to keep an eye on my account because, as he informed me, the charge might still pop up, which would require me to call 6pm.com YET AGAIN. PLEASE, do not support a company that places so little value in its customers! Especially one that may be selling knock off items at extremely steep prices...it's not worth it!
asked Jul 25, 2017 in Local Businesses by Olivia A.

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