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sportsmemorabilia.com Complaint - Horrible Service
sportsmemorabilia.com Complaint

sportsmemorabilia.com Complaint

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Horrible Service


I ordered a Thurmon Munson career framed picture for a friend for Christmas. I live in MA and he lives in NC. We were talking about the picture after he opened it and I discovered that they sent the wrong one. Yes, it was a Thurmon Munson picture, just not the one I ordered. I called the company and was told there wasn't a supervisor working that day. I told them my issue and I was told someone would call me back the next day. Well, no phone call, so I called again the next day. I was told the supervisors were in a meeting and someone would call me back the same day. No phone call again so I called back. Was told AGAIN that no supervisor was available. At this point I was very agitated and explained to the agent again what my issue was. I was put on hold for a good 10 minutes (I'm assuming she was talking with a supervisor who just didn't want to deal with me) and when the agent came back, was told I could send the picture back and once they received it, they would send the correct picture. I told them this was not a possibility as the person I sent the gift to was a cross country truck driver and he had already left on another trip. I asked them if they could send the correct picture along with a return label and once he came back, he would return the wrong one. This was not something they would do. Since my friend liked the "wrong" picture, I decided to re-buy the one I wanted to send at a meager discount that wasn't offered, but suggested by me, since they are the ones that made the mistake. When my friend returned from his trip and opened the package, the picture was the correct one this time, but it was not framed. I called back customer service and asked to speak to a supervisor. Surprise, surprise, there was not one available. The agent that originally "helped" me no longer worked there (surprise). I told them my issue, told them I was irate and DEMANDED to speak to a supervisor. After waiting on hold for 15 minutes, a supervisor came on. Again, told him my issue. I emailed him a picture of the photo that was received unframed and he agreed to send a framed one and a return label and my friend could return the unframed one at his convenience. Less than 5 minutes later, he called me back. I wasn't available to answer the phone so he left me a msg telling me that he emailed me a UPS return label and once they got the unframed picture, they would have it framed and return it. As this was TOTALLY different than what was told to me, I called him back. He said that the framed pictures were out of stock and that was why I was sent the unframed one. (would have been nice if they called or emailed me BEFORE they sent out an unframed one since I paid for the frame) He said once the picture was returned, they would have to send it to Florida where the pictures were framed and then sent to me. I told him that sending me the return label didn't help because I don't have the picture-it was sent to NC. My friend has a laptop so does not have a printer so he couldn't print it out. It was suggested that I print out the label, MAIL it to my friend so when he got back from another cross country trip, he could return the picture. I told him this was unacceptable because by the time all this was done it would be at least 2 months. I went on the website and the framed picture was still listed as "available". I emailed the supervisor and suggested that the website be changed to say out of stock so there wouldn't be more unsatisfied customers. I also told the supervisor that my friend didn't want to go through all the hassle of returning the picture and waiting for months for something that probably would never be received. No return email as of yet. I would NEVER suggest this company to anyone unless I didn't like the person..


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Comments


SportsMemorabilia says: (8 years ago)
 0
Dear Customer,

We sincerely apologize for any inconvenience or confusion on our behalf. I can assure you that we want nothing more than your satisfaction and to resolve any misunderstandings.

On behalf of our Customer Service team, we apologize if you had a negative experience trying to resolve this matter during the holiday shopping season. To further express our apologies, we would like to provide you with a hand selected product from our catalog at no cost and we want you to know it's on its way! We are here to help! Don’t hesitate to contact us to further inquire about any additional concerns you may have. As a loyal customer in the past, we would like to continue providing you with exceptional service.

Best,
Cassie
SportsMemorabilia.com




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