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Most Helpful Negative Review
Terrible return experience
by excalibur88 on July 6th, 2011
I had purchased a pair of sunglasses with a $150 e-gift certificate that I had received from my girlfriend.
Along with the gift certificate I had to pay about $20 in additional charges to make up the difference. Upon receiving the sunglasses, I had decided to return them due to a size issue. I called solsticesunglasses.com customer support in April to ask whether I would receive the full value of the gift certificate back as credit, since the coupon had expired since I purchased it. I would not have returned the sunglasses otherwise. I was told that this would be the case and had decided to return my glasses for a different model. Upon receipt of the sunglasses, there was a problem with processing the return for a few weeks and I was finally issued a new coupon code. When I had entered the code the value was for $75, half of what I had initially in the $150 eGift certificate. I spoke with their customer service representatives regarding this and they said there was nothing they could do since the coupon I had initially purchased expired.
I told them that I was assured that I would receive full value by their customer service earlier and that logically I would not have returned it otherwise. I've spoken to numerous customer service reps as well as one supervisor named Michelle, and they basically said that they can't do anything at this point. I canít even get the original sunglasses back. They've said that they can't refund the money for me either since this was a coupon purchased through ideeli. At this point blame keeps getting shifted around and there's no one willing to accept responsibility. In really the absence of being able to talk to anyone else without getting more headache and stress, I am turning to anyone that will lend an ear to help me. This has wasted more time and money than it is worth, but I honestly believe that this is a principle that I can not idly stand by for. I don't usually complain and having been in roles for sales and customer service before I understand the difficulty, but I believe it is absolutely unfair that since my decision was based on what I was told by solsticesunglasses.com and having been penalized for it, something needs to be done. Along with this, I would also like to make a mention that their customer service is very unprofessional as I've tried to contact them by email several times only to go with days without any kind of response. A couple of times they said they would get back to me in 24-48 hours,but they never did and I had to call them back. Also, the $20 they were supposed to have refunded to my account still hasn't been
processed and at this point, I don't know what else to do.
First time: 2 days after check out, I received an email saying my item is out of stock.
Second time: Mysteriously, a second line of charge appeared on my credit card. It is maybe 3% of my order total, so definitely not CA taxes. More importantly, this is separate from the total which appeared on my order confirmation.
I have tried to reach customer service and still yet have to resolve this issue. These are two big no-nos when it comes to online shopping. Their retail store has full retail prices. Their online store is such an headache. Looks like a very mismanaged company to me.
WE who are on fatwallet.com are tech savvy, internet age shoppers who pretty much live on the internet. IF newegg.com is 10, meaning E-retailer perfection, than Solstice Sunglasses can barely score a 1. Sure they have deals at times, but PLEASE beware, IF you were unlucky and have ANY sort of issue, then plan on spending hours on resolving it. Not worth it.
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