Un-Freshpair

I’m probably not the most typical shopper in the world… when I decide to buy something it’s generally because there’s a sale and when I shop — I buy enough to last awhile.

Today I was going to take advantage of the FRIENDS13 25% off your entire purchase on Freshpair.com (I was actually thinking about setting up an affiliate account — in the past I’ve made several $200-ish orders and I figure the small kickback and coupons they offer might actually save me money in the future)…

But after adding 21 items to my cart ($216 after the 25% promotion) I read a few reviews and I decided that one of the items I was considering purchasing I just wasn’t going to be happy with, so I went to remove it… simple enough, you either change the quantity to zero or you hit the delete link, right???

Well, no — not on Freshpair.com … it doesn’t seem to work.

So I called customer dis-service… and while they answered the phone quickly and I spoke to a real person without having to go through an automated attendant (normally I’d have praise that as incredible customer service).

I was connected to a man who was to put it politely was snippy — which of course didn’t sit well with me.  While I started the conversation polite, business-like, and courteous (as I would always do when I was calling the first time for customer service), the call quickly went down hill… apparently the “solution” is empty out your cart, clear your cookies, and start over… oh, and if you’re wondering — it’s a known problem (and it’s been a known problem for sometime).

Well, I ask to speak with his supervisor… he told me he was the supervisor, that everyone else had gone home (at 3:50 pm EDT on a Thursday… hmm — my guess is he’s the only customer service person there or he outright lied).

Even more pissed I asked to speak to Matthew the president of the company (I’d seen the very nice thank-you notes included in each of my previous shipments… and I decide to see how far I got).

Well, Matthew was apologetic  but was very quick to tell me that the technical issues of fixing removing items from a cart where people what more than a handful of items just wasn’t a priority for them, that it would require too much effort.

Like I remarked to him… it must be nice to have so many customers you don’t need to worry about customers who want to spend a lot of money with you…

So, I decide I wanted to help them…

I tried to place a separate order for each and every item (free shipping why not punish them by maximizing their shipping cost, after all, they can’t handle large order, so give them the smallest orders possible).  Eleven orders (I cut back on the items) most right at or under $10 each… on a different credit card, and each appears to have been authorized fine (I actually called Chase to check on the three placed on Chase issued cards), but the orders were canceled — no email was sent indicating the order was canceled, and once again when I called their (pathetic) customer service I was told, they couldn’t determine why the orders where canceled, just re-order (lol — like I haven’t heard that before).

Well I guess the only solution is to take my business elsewhere… enough of my time has been wasted on Freshpair.com.

And I encourage everyone else to consider taking their business to a company that actually wants to provide not only competitive prices but good customer service… and that would not be Freshpair.com…

Originally posted 2013-05-02 15:00:52.