A word or two about Bad Joan really quickly, while I have you here -- Bad Joan takes lotsa cute designer overstock (like, really small but really great designers) and marks them down 80%. For srsly. So, when you join "the club," so to speak -- you just email them for the promo code, which you'll receive immediately -- and "Joan" hits you back with a promo code that you enter at checkout, and BAM, you get 80%. No joke, no gimmicks. Miraculously, you can even return stuff. I ordered a great Wilen sweater myself, and with the exception of it being too big, it was gorgeous. But I was too lazy to return it, so I gave it to my mom.
Anyway, Bad Joan is the brainchild of Brooke Wilen, an L.A. knitwear designer and the owner of Wilen. These days she spends most of her livelong days (what the hell's a livelong day anyway?) doing BadJoan. Definitely check out Wilen, and I highly recommend the Marcello Toshi shoes and Jenny Han tops and dresses.
7 comments:
I received a damaged shirt from Bad Joan. It had a stain on the top and I attempted to return the shirt. I was out of town Thursday - Monday for a work trip and did receive the shirt until Monday. I wrote an e-mail as instructed explaining that I needed to return the shirt immediately. Apparently the shirt had been delivered on Friday and because I was one-day late on the two-day return policy, they would not accept the return. I explained the circumstances and expressed my disappointment in receiving a damaged shirt in the first place, but the Customer Service would not budget. I have included the below e-mail that I wrote to Bad Joan this evening as a WARNING to anyone that wants to shop there. Obviously they are not customer-service oriented and are not interested in working out solutions with their customers.
Dear Bad Joan,
I rarely write feedback/complaint letters to companies, but in this case, I feel it is warranted. This was the first time that I shopped with Bad Joan and it will be my last. I was somewhat hesitant to shop at the Web site in the first place because I had viewed the return policy and found it to be restricting and a little intimidating for an online shopping site. However, I decided to shop anyways and give it a shot. As someone who is a consumer and also deals with customer service issues in my everyday job, I do have standards for how I think companies should treat their customers. My idea of good customer service is when a company listens to the consumer and works to come to a common solution that will maintain the relationship with the consumer.
In this case, I am disappointed that your company was not able to work with me on a return based upon the circumstances explained in my prior e-mail. In the current economic circumstances, I find it absurd that a company would dismiss a customer and risk losing that customer for good. And for a company like Bad Joan, which I'm sure relies on word-of-mouth and positive online purchase stories to gain new customers, I am extremely surprised at the lack of flexibility and willingness to work with me on my request. I am also now questioning if the reason why Bad Joan has this non-flexible policy is because they routinely send out damaged product and the return policy is the scapegoat in how they get out of the return.
And what I am most disappointed in right now, is the fact that I was sent a damaged shirt in the first place and now have to waste my time with back and forth correspondances just trying to make a simple return. If Bad Joan really stood by the quality and condition of the products they are delivering to consumers, then they should have sent me out another shirt that is not damaged to make good on the initial problem in the first place, regardless if the request is merely one day late.
I really hope that you take this feedback seriously and that you think about how you handle future consumer contacts and your customer service center. And for me, I am one customer and one source of income lost for the company and will post this correspondance so other potential customers will know what kind of company they are dealing with.
Sincerely,
XXXXXXXX
Wow, I have never had this expereince with Bad Joan.
The policies are clearly laid out, and there is no question in my mind to the policy, as it is a discount site -- so you have to be on it if there was an issue.
I shop there all the time and have had no issues when i return within the terms of the policy.
Go bad joan and keep bringing us great prices :)
I must say I've had no problems ordering and returning merchandise from the Bad Joan website. They've been kind, responsive and extremely efficient.
Just a little advice to the above, if you know you're going to be out of town, there's clearly a section you can mark to get a signature delivery. That might have saved you the above confrontation.
Thanks Bad Joan for the cute clothes at such good deals!
yeah same here -- i got a gorgeous wrap at a great price, and my communication with brooke, the owner, has always been efficient, accurate, and friendly. her policies are laid out really clearly. my only, um, problem with brooke and bad joan, is that that awesome sweater isn't available in my size. ;)
I love this site. I have never had a bad expierence. My friend referred me to the site and I have bought many items, several times. I have so many cute clothes that always get so many compliments. They do have a strict return policy, but its very clearly stated. And you CAN return the items, you just need to let customer service know within their time limit. I think its fair when getting such great deals!
I think Bad Joan is so good! :)
I love this site. I have never had a bad expierence. My friend referred me to the site and I have bought many items, several times. I have so many cute clothes that always get so many compliments. They do have a strict return policy, but its very clearly stated. And you CAN return the items, you just need to let customer service know within their time limit. I think its fair when getting such great deals!
I think Bad Joan is so good! :)
Wow...that sucks. I totally agree with what you are saying. They should have tried to work something out with you. So sorry.
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