This is an email sent to the agent Farrukh from Jomas shop that explains a little of wh...

GetHuman-wara_tor's customer service issue with Jomashop.com from November 2020

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The issue in GetHuman-wara_tor's own words
This is an email sent to the agent Farrukh from Jomas shop that explains a little of what happened. *First of all, I’m sorry that you did not answer the phone the times my wife tried to call you. She talked with an agent named Heidy who was extremely rude that hang up the phone on her. *Let me explain the situation again: **) The initial order was placed on October **th, the estimate delivery November *rd - *th. **) We saw that the watch was not shipped and tried to talk with your customer service to explain our situation (she’s leaving the US soon, where she is on vacation and if the watch didn’t get there in time we wouldn’t be able to get it). So they explained that they didn’t have the watch in stock but would be send very soon. We trusted it would be like that. But then again was not shipped and we called next week, when they said they would be sending it this week for sure. My wife called today only to find out that you still don’t have it and that luckily would be sent next week (too late for us) **) Nobody offered a solution, before until we talked with you. The solution was not the best, my wife really loved the red watch, but was willing to trade it for the black one in order to make it in time. **) When she called back, you explained the payment was not processed until the order was processed. She assumed we were going to pay the same price we “paid” for the red watch and give you green light to process the payment not knowing that* a) the payment was processed for the first watch (and I have proofs) and b) I paid less for the first watch, because Jomas gave me a $*** discount (sweet).**) You would assume that since the error was made on your end, you would assume immediate responsibility. Specially taking into account that I’m a repeat customer and not the first time that I’m making a purchase in your site. But no, the response was basically “if you want a watch, this is what we have, but you have to pay more” You don’t even respected the same deal I’ve got for the red one. **) On top of it all, Heidy, the last agent my wife spoke with was not willing to hear the problem, even worse to help. She had an attitude from the beginning and that’s not acceptable from any point of perspective. Especially when my wife told her that she was expecting a better customer service, coming from a luxury store, her response was that we were not purchasing a luxury item and that was part of the problem. Maybe we did not purchase the most expensive item in the store, but I think all customers deserve respect and being able to at least express themselves.**) only today, after my wife spoke with you, we’ve got the payment from the first watch back in my account. I’ve never requested for a refund. And actually according to you, the payment was never processed. Isn’t this shady?

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Jomashop.com

Customer service issue
Reported by GetHuman-wara_tor
Nov 17th, 2020 - 5 months ago
Not resolved
Seen by 8 customers so far
Similar issue to 28 others
0 customers following this

Timeline

GetHuman-wara_tor started working on this issue
Nov 17th, 2020 11:23pm