TO: MLB Shop Customer Service Supervision*RE: Order * ***-****-******I’m writing to add...
GetHuman1192769's customer service issue with MLB Shop from September 2018
Help with my MLB Shop issue
The issue in GetHuman1192769's own words
TO: MLB Shop Customer Service Supervision*RE: Order * ***-****-******I’m writing to address a disappointing experience I had with my most recent MLB Shop order (number referenced above). On Friday, Sept. **, ****, I received this long-awaited order, which was supposed to contain two items – a KC Royals player’s weekend jersey, and an Atlanta Braves pullover jacket. The two items I actually received for this order were both Dallas Cowboys apparel. This was beyond disappointing as the Braves pullover jacket was meant to be a special surprise for my husband. I immediately contacted Customer Service last Friday afternoon through the Chat function and interacted with a representative named Amanda. Amanda attempted to help me resolve the incorrect order* however the Braves pullover is now out of stock and apparently it is not possible to backorder something. I also purchased this pullover on sale and when I asked Amanda if I would receive the sale price on the pullover when it came back into stock she said no. Also, I will have to pay shipping again as well, if I reorder the item when it is restocked. I was never offered any kind of discount for a future order even though I pointed all of these details to Amanda.**How is it that any customer (let alone a repeat customer) is not offered some kind of compensation for something MLB Shop messed up? I have been checking on that particular style and color of pullover for months and when it finally came in I ordered it, then never received it due to MLB Shop’s error, and now it’s out of stock again. Furthermore, I have to pay full price plus shipping again, if I want to reorder the same item.**From your website I have pasted information below regarding your pledge to customer service:****Why Shop With Us?**We offer a huge selection of MLB gear from top quality brands, all in one convenient place. We are passionate about our goal of bringing MLB fans across the globe access to their favorite team's gear. We pride ourselves on not only carrying a large selection of officially licensed products from the top brands, but also industry leading customer service, shipping and return policies.**Fan Service**Our Fan Advocates are committed to your satisfaction and view each time you contact us as a chance to build a relationship. We're shoppers too and dedicated to delivering our customers the kind of shopping experience we would want to have. If your expectations are not exceeded and if you don't look forward to coming back, then we haven't done our job!**** **I do not consider what I experienced “industry leading customer service,” and certainly no one did anything to “build a relationship” with me when I contacted Customer Service. To conclude, my experience with this order did not even come close to meeting my expectations let alone exceeding them. I do not “look forward to coming back” and shopping in the future with MLB Shop, Fanatics, etc, as I imagine this is not an experience any shopper would choose to have one time, let alone risk repeating.**Jami Sindelar
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