OT: Anyone have problems ordering from Vera Bradley?

[Heidi Loves Disney]

I placed my first VB order when they had the 20% off sale items promotion (this was before the 20% off and free shipping with $75 order a couple days after that).

Anyway, I ordered a mini hipster to take to WDW with a matching zip clip ID, plus I ordered an Amy bag with a matching zip clip ID.

What did I get? 2 zip clip IDs. That's it. They were $4.80 each.

I called VB and was told that my mini hipster and my Amy bag were no longer available when the order packed. I rec'd no notice of this.

I then asked about being charged $8 shipping for 2 zip clip IDs at $4.80 each. I was told their shipping starts at $8, so the customer has to pay that even if items in their order were canceled.

She told me that the sale items were discontinued, and there was nothing else I could do.

I would have never ordered 2 zip clip IDs and spent $8 to ship them.

Does VB have a habit of selling out of items, not notifying customers and just sending whatever is available? I was considering buying some current patterned items, but I won't now. There is some really cute stuff on their website.

 

[Evi]

I've never had a problem ordering from them. Where all the items in your shopping cart when you placed your order? Do you have the confirmation email that shows you were billed for all items? If so I'd call back and see if you can speak to a supervisor and at least get a partial refund on the shipping cost since they made no effort to notify you that the items were not going to be shipped and since you placed the order in good faith that you would receive those items. Its not your fault if there system is selling items that are not in inventory. As far as getting the items they cannot sell you something they do not have in inventory. Perhaps you can negotiate them paying for shipping if you can locate the items at one of their outlet shops. That may be another option. If they will not do either of the above I would ask for either a free shipping or 20% off 1 item for the next time you order.

I'd had excellent experiences with Vera Bradley I'd be really surprised if they didn't do something to compensate you.

 

[cm8]

not sure, but I would ask for the shipping charges to be credited to your account and I would also make it known that they did not send you any type of notice to make you aware of what happened. Let them know that it has now cost them your business ( only if you really mean it) and see what they can do to keep your business. I had the same thing happened to me at the crocs online store, but I called and spoke to wonderful person who let me chose different shoes and for the same price I was quoted as well she gave me 17% off my new order and free shipping for the inconvenience. I have stayed with them since they made it right

 

[sydneysmom]

I placed my first VB order when they had the 20% off sale items promotion (this was before the 20% off and free shipping with $75 order a couple days after that).

Anyway, I ordered a mini hipster to take to WDW with a matching zip clip ID, plus I ordered an Amy bag with a matching zip clip ID.

What did I get? 2 zip clip IDs. That's it. They were $4.80 each.

I called VB and was told that my mini hipster and my Amy bag were no longer available when the order packed. I rec'd no notice of this.

I then asked about being charged $8 shipping for 2 zip clip IDs at $4.80 each. I was told their shipping starts at $8, so the customer has to pay that even if items in their order were canceled.

She told me that the sale items were discontinued, and there was nothing else I could do.

I would have never ordered 2 zip clip IDs and spent $8 to ship them.

Does VB have a habit of selling out of items, not notifying customers and just sending whatever is available? I was considering buying some current patterned items, but I won't now. There is some really cute stuff on their website.

That doesn't sound right at all.... I'd call back and ask for someone higher up than you talked to. I've tried to order stuff before and when it was in my basket it would say that it's no longer available, but I've never gone through the whole process and had what you had happened. Here's the thing...usually you're buying a few pieces that match when the items go on sale. Most times, you buy a few matching pieces here and there when they're on sale to build a collection. So it's really not of much value to you to just get the zip clips but no hipster. (plus, like you said, who in the heck would pay $8 shipping for a $4.80 item? I would say something like that to them.... hold out for them to credit the shipping too. If you have your email confirmation with the items you ordered and free shipping, I think you can make a good case. Just because THEY are out of the product after telling you (in good faith) that it was in stock, doesn't make it your problem to pay shipping due to their error. Just my opinion.

I hate that you had this trouble....I love VB and I'm hoping their customer service isn't sliding...

I swear, is anyone else finding that customer service just sucks at alot of places lately??? You would think w/ the economy the way it is that shops would be so grateful for customers. I'm in the back office in retail, but I know that it's because of our customers that is what is keeping me in my job !

 

[Heidi Loves Disney]

I paid for everything when I placed the order, but my credit card was only charged for the 2 zip clip ids and the $8 shipping cost.

My order confirmation email states my total was $71.06 with shipping and sales tax, but I was only charged $18.66 for the 2 zip clip ids.

I've been on hold with them for a long time. Hopefully I'll get it cleared up. I was really looking forward to my mini hipster and my Amy bag though.

 

[sydneysmom]

I paid for everything when I placed the order, but my credit card was only charged for the 2 zip clip ids and the $8 shipping cost.

My order confirmation email states my total was $71.06 with shipping and sales tax, but I was only charged $18.66 for the 2 zip clip ids.

I've been on hold with them for a long time. Hopefully I'll get it cleared up. I was really looking forward to my mini hipster and my Amy bag though.

Did you have any luck getting this straightened out ?