A Notsy So Happy Tale of Shopping Online With Totsy

Dec
18

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Oh boy. Where do I start.

I feel compelled to write this post regarding the “deal of the day” site targetted towards mothers/parents called Totsy. If you are not a member, don’t waste your time joining – I’ll explain why.

Let’s start from the beginning. I joined Totsy way back in the beginning of this year, to buy some pajamas and other clothing they had on sale for some of my kids. I spent a total of $169.68. My order was dated Feburary 9th, 2012. On Feburary 22nd I recieved an email from my bank saying my card was charged by Totsy. Yay! My items were coming!

totsy1doublechargeA few days later on March 2nd, 2012, I received another email saying my card was charged… again by Totsy for the total amount of my order. I immediately called them, and one of the charges was removed. Great, no problems. My package arrived sometime after – I really don’t recall the date since it was so long ago. All my items were there (I think… I didn’t really check back then, just having blind faith the when I order something I’ll recieve everything I order- stupid, stupid me).

Now, here is the thing. Totsy has the following text at the bottom of the email you receive after your order has been submitted:

When will products in my order ship?
Products are expected to ship within 15 business days from the date the sale event closes.

Hmm. Ok. So my order was a little late. No biggie right?

On November 12th of this year I received another email from Totsy with the following subject: “Up to 81% OFF! Toddler Girl Dresses, Boys Sets, plus Whitening Lightning – At-home teeth whitening offer.” Cool! 81% off dresses and boys clothes? GREAT! My kids need some cute Christmas outfits. I click on the email and start reading the offers inside. WAY COOL! Girls winter dress boots on sale! I sooooo can’t wait to get some for my 6 year old!

I navigate to Totsy and spend a good hour ordering items. 14 items to be exact, totaling up to $198.54. According to Totsy I saved $272.54. WOW! And my estimated ship date was 12/04/2012. No biggie, that will be RIGHT in time for Christmas…

In the interim on 12/03/12, I checked their site to see if there was an update to my order. Still said “Processing”. Ok, no biggie. The estimated date wasn’t until the next day anyway. As I’m on the site I see a new offer. Pay $40.00 and get a coupon for a $100.00 credit towards a company that makes name plates. Awesome! Christmas gifts for the girls of the family! I check out the company, like what I see and purchase my coupon. I’m immediately charged the $40.00 by Totsy, and sent my voucher code via email. I successfully receive it and place my order with the company. No problems there. Yay! I’m so excited for Christmas! Can’t wait to see the kids faces with all the stuff that is going to be arriving…

Well then 12/04/12 came and passed. Ok, no order. No biggie. It’s the holidays, I understand they may be backed up.

Then, on December 8th, 2012 I get the following email:

Hi Totsy Member!

We have good news and bad news.

The bad news is item “Infant Embroidered Organza with Flower Applique Dress” is out of stock. We apologize. Because of our great prices, items just fly out of here!

The good news is the rest of your order is ready to ship out and should be to you very shortly!

Hmm. Ok. I don’t even remember this item so it’s probably not that important to me, but I’m a little miffed… how could something I placed an order on about a month prior be suddenly out of stock? Isn’t that the point of the 15 minute limit to having items in your shopping cart? So that I know I secured this item? Well, as I said, I’m a little upset now. But my order is ready to ship, so that makes me a little happier. So I wait a little longer.

On December 12th, 2012 I have finally HAD IT. My order status still says processing. What the heck? You email claims it will take about 15 days after my order is submitted to ship. Ok, great so if you factor in the holiday (Thanksgiving) and weekends December 4th sounds about right. But it’s now 8 days later. No shipment notice email. No updates on the website. Hmmm.

Time to send them an email. I go to their site and submit a question through their help/contact interface.

Here is the email copy they sent me regarding my submission:

Question Reference #121212-000533
Summary: When is my order going to ship?? I placed my order exactly ONE MONTH ago on 11/1…
Category Level 1: Order status
Category Level 2: Late Ship
Date Created: 12/12/2012 10:14 PM
Last Updated: 12/12/2012 10:14 PM
Status: New Incident
Order #: 100253033

Discussion Thread
Customer By Web Form 12/12/2012 10:14 PM

When is my order going to ship?? I placed my order exactly ONE MONTH ago on 11/12/2012, fully expecting it to be here by Christmas, since some items will be gifts. The expected ship date on my order was 12/04/2012, and now, 8 days later it STILL hasn’t shipped and I even got an notice a few days ago on 12/08/2012 that one of the items I ordered is “out of stock”.

I put in my order a month ago, on good faith, and it really agitates me that not only is it not here yet, but one of the items I was looking forward to isn’t even coming.

Can some one please let me know when I will receive my items?

So, if you can’t tell I was pretty irritated at this point, wondering if the gifts I had ordered were even going to arrive by Christmas.

I patiently waited for a response. A day passed. Another day passed. And another.

Finally on December 16th, 2012 I had REALLY had it. I sent in another support email:

Question Reference #121216-000117
Summary: I sent you guys an email 5 days ago regarding my order placed on 11/12/2012. It’…
Category Level 1: Order status
Category Level 2: Late Ship
Date Created: 12/16/2012 09:12 PM
Last Updated: 12/16/2012 09:12 PM
Status: New Incident
Order #: 100253033

Discussion Thread
Customer By Web Form 12/16/2012 09:12 PM

I sent you guys an email 5 days ago regarding my order placed on 11/12/2012. It’s now 12/16/2012 and not only has my order still not shipped, no one bothered to respond to my request for information about where my order is. I’ve copied my original submission below:

When is my order going to ship?? I placed my order exactly ONE MONTH ago on 11/12/2012, fully expecting it to be here by Christmas, since some items will be gifts. The expected ship date on my order was 12/04/2012, and now, 8 days later it STILL hasn’t shipped and I even got an notice a few days ago on 12/08/2012 that one of the items I ordered is “out of stock”.

I put in my order a month ago, on good faith, and it really agitates me that not only is it not here yet, but one of the items I was looking forward to isn’t even coming.

Can some one please let me know when I will receive my items?

And I waited again.

But this time I got a response. The next day at 6:10pm I got this generic email:

Subject
When is my order going to ship?? I placed my order exactly ONE MONTH ago on 11/1…

Discussion Thread
Response Via Email (Glen) 12/17/2012 06:10 PM

Dear Customer,

Thank you for contacting Totsy Customer Service.

Please accept my apologies for the delayed response. We are experiencing a very
high volume of email inquiries and diligently working to reply to all emails, at
this time.

We are still processing your order. Once your order ships, you will receive a
shipment confirmation email that includes your tracking number.

Our success is built upon your satisfaction. Should you require additional
assistance, please call Customer Service toll free at 888-247-9444 or email us at
support@totsy.com. Customer Service is available Monday through Friday, 9:00 a.m.
to 7:00 p.m. EST.

Best regards,
Glen
Totsy Customer Service

Well, thanks for absolutely NOTHING Glen. Nothing at all!

Then. The magic happens.

Exactly 15 minutes after “Glen” responded to my second support request I got a magical email saying my order was ready and had shipped. By golly!

Great. So this morning, Decemeber 18th, 2012 I wake up, I have to leave for a bit, so I arrive back home about 12pm. A stack of packages is waiting for my on my porch – and one of them is a Totsy box! Whoo hoo! I drag everything in, and I notice the box is a bit light and kinda small, but whatever! I rip it open excitedly… and I begin to notice something isn’t right. I find the breadbox, a cute dress for my baby girl, a sweater… but wait! There is the packing slip. OK, time to check. Hmmm.

  • Christmas Tree towels is missing.
  • TWO Pairs of winter boots are missing.
  • Santa lighted Figuring… missing.
  • Another infant dress… missing…

Items highlighted are missing!

Items highlighted are missing!

Another peculiarity is my order day according to the packing slip was 12/12/12. No. No it wasn’t Totsy. It was 11/12/12. Exactly 35 days after you shipped it on 12/17/2012.

Well, doesn’t that just put the icing on the cake. I immediately call them up, get my order open up on their website, as well as have the packing slip in hand claiming I received 12 items, when I really only got 7. I also fire up my bank account to see what I was charged. Hmmm. I was charged the full amount. Dammit! Maybe there should have been another box, I hope.

So I call. I speak to a very nice gentleman (sorry I can’t remember his name), and after 20 minutes – 15 of those on hold, he informs me that he can’t send me the items because they are not in stock any longer. Hold up. Wait. What? Do I want a refund? Well of course I do! You really think I want you to keep the $73 for the stuff I didn’t receive? Give me a break.

totsydoublechargeSo, as I’m on hold I fire up a search of my bank account for anything with “Totsy” in it. Four items appear. Wait? Four? I’ve only ordered 3 times from this company… Then I see it. They had double charged me for the $40 towards the $100 coupon for the name plate jewelry. ARE YOU KIDDING ME?

When the guy comes back on the phone he informs me that my money will be refunded for the items missing from my order. Great. Wonderful. Whatever. I inform him that there is another problem. He looks into it for roughly 8 minutes and let’s me know that I will also be receiving a refund for the double charge.

I’ve learned a lesson this past month:

  1. NEVER EVER SHOP/JOIN/USE TOTSY AGAIN AND TO WARN EVERYONE ELSE TO STAY AWAY
  2. Um, I need to be much more observant about the things I order, when I place my orders, the totals and ship dates. Check packing slips ever time – no excuses.

Before you think of shopping there just keep in mind from March 2012 to December 2012 – roughly 9 months – I have had THREE bad experiences with them :|

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