Update by user Nov 11, 2017
I called again and spoke with Bradni. She took the time to read through all of my notes and found the note that Richard had put in stating that I was to get a refund, and not have to return.
She was trying to refund me but found that Sonjia (who was rude and did not read the notes) had marked my order as a return... So the account was flagged as a return and not a refund. Brandi was really thorough and figured out that the account was marked incorrectly and notified her supervisor to correct the issue.
I reveived an email within 2 hours of my call with Brandi that money will be refunded to my account. I feel that Torrid has made my issue right, and am very glad I don't have to boycott them.
Original review posted by user Nov 09, 2017
I tried to leave this review on their website today 11/09/2017 and they notified me that they will not post it. MORE LIKE HORRID I am giving this review based solely on my customer service experience.
ORDER # DT0007557718 I ordered these pants on 10/13, thinking that 15 days is plenty of time for my pants to arrive in time for a Halloween party on 10/28. I noticed that my pants were still in a "processing" status on the 19th, so I called and spoke to Ray, and he explained that the warehouse is making changes and that they are behind, but my order is scheduled to be delivered on Friday, 10/27. I waited until Monday 10/23 to call back, (I also emailed them to see if I could get a status through their email) as I was getting worried that if my order didn't ship soon, then it would not get here by the 27th. I spoke to Judy, and she told me that the order was being shipped on Tuesday the 24th via 3-day mail and would arrive on the 27th.
I also noticed that the pants were now $20 less than when I had originally ordered them and asked if they would adjust the price since they have not even processed my order yet, and the price had dropped. She said that she would give me a $10 reward, which would not cover the $20 in price decrease, but whatever, I just want my pants. Based on what Judy had told me, I'm stalking the Torrid App checking for a status change, and the order had not shipped on the 24th, so I called to see if I could pay extra to expedite the shipping etc and Jenny said no, and that my order will not be delivered until Monday the 30th. I then asked to escalate the call to a supervisor.
I then spoke to Richard, and he said that he had JUST got an email from the warehouse that all orders that were made between 10/10 and 10/13 were being shipped out, and that my pants should arrive by the 27th. He also stated that since I am a loyal Torrid customer, that my order would be free of charge, at no cost to me. I told him thank you, but my main interest was getting my pants on time, and he said that he was 98% sure they would arrive by the 27th. With that said, I did not feel like my pants were going to be here in time, so the night of the 25th and decided to order a pair of white pants through Alloy.com - and I paid to expedite the shipping to overnight, amazingly, the cost of the pants AND the cost of overnight shipping totaled to be about the same price that I paid for the Torrid pants that I had not yet received.
I received 2 email responses on 10/26 from Johny- this was an email that was fragmented sentences, and did I not understand what they were saying, it's like they copied and pasted template responses, deleted part of it and did not edit the email before sending. The second email, was from Marcus, and his email made sense, but both of their emails state that my pants would arrive between 10/27 and 10/31. I was pretty frustrated with getting such a run-around, but was at least relieved that Torrid was going to make it right by not charging me for the pants. Until the charged me for the pants!
10/31, I get an email from torrid with tracking information, my pants had FINALLY shipped, but my bank account had a charge from Torrid. I called and spoke to Sonjia, she said that I would have to return the pants to get a refund, I asked her to check her "notes" on my file to see that Richard the call supervisor had said that I was not going to be charged. She said that there were no notes in there stating this and that I would have to return the pants to get a refund. At this point, I was so upset, because I could have just cancelled my order before the pants had shipped if I'd have known that I'd have to deal with the HASSLE of returning pants that I was told I was not going to be charged for.
I expressed my dissatisfaction, and Sonjia was very short with me and told me she would give me two $10 rewards for the hassle and confirmed my email address and said she would send me a return label (I never got an email with a return label). I know that the customer service people are in a bind with the changes being made to the warehouse, but seriously, I have never felt so jerked around in my life. I could not get a straight answer from anyone. This was the worst customer experience I've ever encountered.
With my earned Torrid rewards, anniversary and rewards given by Judy and Soniia, I have $50 in rewards for Torrid, and I'm so angry with them that I don't even want to spend them. I have spent a very significant amount of money with Torrid (thousands), literally- my entire wardrobe is Torrid clothing... but I'm to the point where I don't want to be a Torrid customer anymore unless someone from Torrid makes this right. My husband called on Friday 11/03 and spoke to Daniel, he stated that nothing can be done until the pants have been delivered.
They were delivered on 11/04. I'm so tired of calling. I don't even know who to talk to- Ray, Judy, Jenny, Richard, Sonjia, Marcus, Johny, Daniel...? They did not do anything to make me feel better.
I've also completed two Torrid Customer Service Satisfaction Surveys thinking that someone would contact me. The most recent survey being completed on 11/02. I got no response. Is Torrid going to make this right?
Aside from me, my mom and two sisters also shop at Torrid...
do we all need to start shopping with Alloy.com? The ball is in your court Torrid.
Reason of review: Poor customer service.
Preferred solution: Let the company propose a solution.