Registered: Jul 2001
Location: Columbia,MD(Baltimor/Washington D.C. area
SERVICE ISSUE UPDATE FROM FALLAPART.COM
If you ordered from allheart.com and you have been wondering where the hell your order is I can give you a phone number and some "researchers" names. If all of you would just not order from them and my story would save you the trouble I've gone through, then this post would have been worth it.
If you are considering placing an order from fall-a-part.com
Please read on
I promised to respond When allheart.com had taken care of the problem with my labcoat order.
Here is the final result:
After almost four weeks I received my labcoat (10-14 days for shipping UPS ground was the claim on their website). The letters had been sewn onto the material without putting any backing material on the inside to prevent fraying and unraveling of the stitchwork, so it will probably come apart unless I get some backing from some store somewhere and get it ironed on there(what a pain in the gluteal).
I never got a phone number from them, but I did get it off my caller ID. They have a selection on their automated recordings for customer service issues, but it's just a message line........24hrs later nobody had called me gee, I was soooooo suprised. I thought it was just as worthless as their "customer service email" but I thought I would give it a fair chance. Then I figured the best way to get a real person was to punch the line for ordering. Certainly they are much more interested in taking the orders than seeing that they are filled........There was certainly a prompt response to that, and inside of 10 seconds I was talking to a real live "customer service representative" (they call them that before they have your order, otherwise they are know as "research").
The tone in her voice was that of someone holding something uncomfortable and looking for somewhere to put it down. I read the names of the people who had appeared on my form letter email responses from "research" (I really thought they were all ficticious) until she could find one on her list. I was transferred after she had asked me to hold while she found out where this person was to put me in direct contact. As I leaned back, confident that this person would help me, before my back touched the couch I was transferred to ................VOICE MAIL
I left a detailed message with this person including my home phone, work phone, email, requesting just some idea of where my order was in the process. I waited the obligatory 24 hrs with no response so now I was ready to talk refund. I used the automated "customer service" (sales) line and gave them the name to transfer without telling them that I had a complaint, so I would infer that my call was expected and at the sales counter no less. I must have seemed like a corporate customer they actually cared about. I learned how to get around the "gatekeeper" in sales. I talked directly to the "researcher" apparently because she tapped a few times on her keyboard and told me that it was shipped the day before. I had been trying to get a response for three weeks and she just punched it up in about 10 seconds She got rid of me just as quickly without an apology, but why should she bother really. She's not customer service after all. She's in research, right?
I guess losing one persons business is really no big deal to them.
I can only hope that the loss of my business is not where it stops.
You are an educated group of individuals and I'm counting on you to be wise enough to see that they don't care about individual accounts. I didn't just "fall through the cracks". Repeated requests were ignored. No effort was made except for mine.
Please don't order from them. They don't deserve your business.
"I was 11 years old, had two recesses a day, the cutest girlfriend in school, and won 32 tournaments that year.....It was all downhill from there."
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Oct 8, '01
Thank you all for your emails,
It's been awhile since I posted my original thread on the subject, but I wanted to give allheart the chance to correct the non-service issues. It was only fair to wait and see if they would respond. I wanted to know if they had a system or department that would care about us. I don't think my numerouse emails were even read. I think they are sorted for content words or phrases by a program and replied to all at once by a certain form letter. The responses I got had very little to do with my questions and I was alarmed.
We are what even gives that industry a reason to get up in the morning and we should not be disrespected like that!
They think they can deliver this kind of arrogant attitude and get your business anyway.Are they right?.....Have they got you trained to just accept whatever amount of poridge they want to give? (Oliver Twist reference, sorry).
There isn't even an "800" number for customer service.
That's because they don't want you to call them.
I think that these small orders we place must be an unfair burden to such a well seated company in the industry. They are so overwhelmed with these insignificant orders they can't even track them! Let's give them a break and not order from them. Maybe the time off will give them a chance to focus.
I can't imagine I'm the only one to have experienced the joy of being unimportant to them, but I thought this was important enough to spend my time to write about it. Thank you for spending time reading it, and I hope it helps you choose a company you can trust.
Oct 8, '01
Point taken. Will NOT order from them. Thanks for posting the 'Caveat Emporium'.....(? my latin spelling
Oct 8, '01
"caveat emptor"................Let the buyer beware.
Very appropriate Zee.
Oct 8, '01
Brad, as you were obviously willing to do a little legwork and follow-up rather than just letting the matter slide, I urge you to go one step further and report this company to A) the Better-Business Bureau in its home state, and B) the state Attorney General. If either the BBB and/or the Att'y Gen'l gets enough complaints about this company, they can levy fines or sanctions. At worst, the BBB can warn other consumers about this company, and at best, it may either scare this company into improving its customer service, or it can shut 'em down for good. Thanks for the info.
Oct 8, '01
Heh, thanks for the correction, Peeps...I believe I misquoted from "Gone with the Wind." If you read this book (a hundred times better than the movie), when Scarlett opened her store in Atlanta, Rhett suggested she name it "Caveat Emporium." She had no idea what it meant and went so far as to have the sign made because she thought it sounded high-falutin'. Rhett laughed himself silly when Ashley Wilkes translated the sign for her and Scarlett was furious.
Oct 9, '01
Very good idea. I was so pissed that I didn't even think of that. That's what this BB is for. Excellent!
Maybe that's why they go by two different names and don't have a telephone number listed for either one. I wonder if I would have even received my merchandise if I had not done my detective work....Thanks.
I haven't read the book because I'm sure that I would never put it down. I get all involved with characters in a good novel and time seems to stand still. I realize, several hours later, that I'm hungry or thirsty but I.....must.....finish...just....one more......chapter.
but there's nothing like getting lost in a novel.
Maybe on my next vacation, but I swear I'll be in a trance untill I finish it!
Oct 10, '01
I ordered a couple of things from Allheart on Sept. 1. I almost forgot about it, it's been so long. Still isn't here, so I cancelled the order online. I won't be ordering from them anymore. Does anyone know of any other sites that have a good selection of goodies?
Oct 11, '01
They have a wide assortment of everything, catalog, and on line.
Oct 15, '01
I ran across a site this weekend that lists several scrub compaines, www.OnlineScrubs.com.
I can't vouch for any of them, but it looks like a good place to find scrubs
and other stuff. I've never ordered online, but I'm going to give it a try. Thanks for the heads on what to look out for from all the rest of you.
Oct 16, '01
Thanks for the names of the other sites. I'll check those out.
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