Online fashion store Bluefly failed to give reader Helen $20 off a purchase using a coupon code.
After Helen contacted them, Bluefly agreed to refund the $20, but it never materialized…
Several emails and months later, Bluefly tried to say Helen wasn’t logged in and so the promo code didn’t apply.
Helen wrote a point by point refutation. Bluefly never responded. So Helen did a chargeback and got her twenty bucks back, pronto.
The power of the chargeback, people! Use it.
Inside, Helen’s correspondence with the incompetent Bluefly customer service. — BEN POPKEN
- “From: “Helen K” < redacted >
Received: 10/17/2006 6:57:18 AM Eastern Standard Time (GMT – 4:00 )
Subject: Order 2022462774
I used discount code “ENJOY11″ for 20$ off a 100$ order. The code was accepted, but when the order summary page came, it wasn’t there. Now my credit card has been charged the full amount. Can you please credit the 20$ back for the code?
On 10/18/06, flyrepPatricia < firstname.lastname@example.org> wrote:
Thank you for your email regarding use of your promotion code. We will be happy to accommodate your promotion code for order number XXXXXXXXXX. A credit for $20 will be issued back to your credit card. Please allow 3-5 business days for this credit to post to your account.
Bluefly is a company that prides itself on providing superior quality products and exemplary service. We value you as a customer and want you to be satisfied with your Bluefly experience.
Should you require additional assistance, please call Bluefly Customer Service at 1.877.BLUEFLY
(1.877.258.3359). Our FlyReps are there to serve you Monday through Friday from 8:00 a.m. to 9:00 p.m., Saturday from 10:00 a.m. to 6:00 p.m. and Sunday from 12:00 p.m. to 6:00 p.m. Eastern Standard Time. Thank you for your continued interest in Bluefly.
Bluefly Customer Service
On 10/19/06, Helen K < redacted > wrote:
Thank so you much!
From: Helen K < redacted >
Date: Nov 27, 2006 2:09 AM
Subject: Re: Order 2022462774 <<#463867-1231549#>>
As of 11/26 I still have not had this credited back to my card. Can someone look into this?
On 12/4/06, Denis Suta
Thank you for writing. We have processed your return on 11/29/06 and have issued a credit of $149.00 back to your credit card originally charged. It usually takes between 3-7 business days for the credit to appear on your account. Depending on when you receive your monthly statement, the credit should appear listed on one of your next two credit card statements.
Feel free to get in touch with us if you have any other questions or if we can help you with anything else. Email us at email@example.com or call us toll free at 1-877-BLUEFLY (1-877-258-3359) at any time from 8:00 a.m. to 9 p.m. EST Monday-Friday, 10:00 a.m. to 6:00 p.m. EST Saturday and 12 p.m. to 6 p.m. EST Sunday. If you’re outside the U.S., please call (614) 652-6701.
Thanks again for shopping with us.
The Outlet Store In Your Home
NASDAQ SmallCap (BFLY)
phone: 877 – BLUEFLY (877-258-3359)
From: “Helen K” < redacted >
Received: 12/4/2006 9:47:59 PM Eastern Standard Time (GMT – 5:00 )
To: “Denis Suta” < firstname.lastname@example.org>
Subject: Re: Fwd: Order 2022462774
Sorry, I was being vague. There was supposed to be a 20$ credit applied to the original order since I used the code “ENJOY11″ for 20$ off a 100$ order. I still haven’t received this credited back. It showed on my order when I placed it, but the amount was 20$ higher than what it should have been, ie the 20$ off the 100$ hadn’t been taken off.
On 12/6/06, flyrepPatricia < email@example.com > wrote:
Thank you for your email.
On 10/18/2006, I requested that you be reimbursed for the $20 promotion code that didn’t work for you.
I have found a note in the file from our credit department stating that “Promo codes do not apply to customers shopping on the site Anonymously.” This means you ordered as a “guest” rather than creating an account with us and that is why you did not receive the $20.00 credit.
To avoid this type of problem in the future, please register and create an account with us so that promotion codes and discounts will be available to you.
Thank you for your interest in Bluefly.
Bluefly Customer Service
From: Helen K. < redacted >
Date: Dec 6, 2006 9:24 PM
Subject: Re: Fwd: Order 2022462774 <<#463867-1231549#>>
To: firstname.lastname@example.org, email@example.com, Customer.Assistance@occ.treas.gov ,
1: No one told me about this in any of the many e-mails, how convenient that this turned up a month and a half later.
2: This was not a clause in the e-mail nor on the site.
3: I was logged in (I have an account that I use to enter your contests) so this is an obfuscation and is irrelevant to the facts here.
4: After speaking to your oh so helpful reps and getting no where, Jennifer O’Neal (sp?) at x4017 and Clare Eaton x4050, I called Citi Cards and explained the situation.
5: They were more than happy to credit me the 20$ on the spot.
6: They need no more info from me so the onus would now be on you.
7: I wonder what that says about your company’s reputation that I can call up and challenge a charge by you and have it dismissed with no further documentation on my end besides my complaint.
8: I will be forwarding this e-mail onto the website http://www.consumerist.com. If you’ve never visited, you might be shocked by the tone of the site.
9: If I’ve never registered on your site (according to you) and wasn’t logged in (again, according to you) when I placed the order, how was Jennifer O’Neal x4017 able to call up my whole order, address and personal info with just my e-mail address?
10: If I’ve never registered on your site how did you get my e-mail? Do you pay for mailing lists and spam random people?
11: I still have a copy of the e-mail you sent. It mentions nothing about being registered in. One of the two e-mails you sent are false. This last one or the solicitation that included the coupon code.
12: Since this has been through e-mail communications and the phone you are violating state and federal laws at this point. False advertising, you might want to check interstate trade statutes. Thank you sooo much for your help. I will not be ordering anything from you in the future and will be sure to tell everyone I meet about this. I am a member of Lucky Magazine’s Reward Program. I will also be forwarding this e-mail on to them as well. And the BBB of your state. And the FTC. And the OCC.
Helen K to Ben
Dec 13 (17 hours ago)
The credit card company has credited the 20$ and asked for nothing else. I’ve told a TON of people and have yet to have an e-mail or phone response to my last itemized e-mail (beyond the “This is a notice to let you know we’ve received your e-mail, you will receive a response………”).
Keep fighting the good fight (more math jokes, like the check for the cell bill payment would be great, I’m a Chemist and we were cracking up in the lab today looking at that)!”