36Weeks 6 days- Bedrested
So my BP is way too high and Im maxed outon BP drugs. I was sent home for indefinite bedrest last Thursday. Im pretty happy about it. Things were NOT going well at work with my current "boss". I want to say i am pretty much done and just awaiting babyboy's arrival so i can start my search for a new gig. The job ws probably the source of the elevated BP anyway-- that and having to pay good money for TERRIBLE customer service.
I ordered my crib back in October and after many problems with the unstated FREIGHT delivery we received two large boxes. I then spent mostof November trying to live after that terrible inicident in the hospital. Fast-forward to new years weekend. Finally some time to start dressing the baby's room! Too bad in the two large boxes we were missing several vital parts of the crib. Like the mattressboard, the screws and bolts AND the manual.
I ordered the crib from sparkability.net but the manufacturer who drop shipped the item was nurseryworks. The both SUCK.
I called both companies to advise of my problem. The customr service manager at nursery works advised she would look into my problem and 2 days later i had to email HER for an update. Her reply: still working on it.
A week went by with no resolution. I emailed twice and left messages and received no response. I called sparkability to retailer and the customer service manager whom I had dealt with during the shipping fiasco assured me he'd take care of it. Nothing.
Finally after a lot of legwork on my part I get an email advising that my manual and hardware was shipped UPS ground. ( thanks for the courtesy of rush) but my mattressboard would not ship until the following week. ( last week). So last tuesday after waiting 8 days for the hardware to arrive I email a response to the customer service person:
Hi Tara,
Thank you again for your patience. I just spoke to our warehouse and they said
that since there is a large back up, the mattress board will be going on next
week.Sorry this is taking so long, however we are trying to get it done as quick
and best as possible.
Take Care,
Eden Yaskil
Client Service Representative
Eden,
Could you please ensure that this item ships express or 2-day via UPS. It took 8 days for the screws to arrive via ground shipping. It has been 2 weeks since I reported the problem on January 2nd and I have already expressed how important it is that we receive these items quickly. Also, could you please advise me of the tracking number for the mattress board when it is available..
- Tara
No response so I call and leave a message the following day.
Again no response so i leave yet another message on Thursday. this time Ive tipped well over the nasty line.
Finally Friday i leave another message and send the following email to evry address I can find on theirs and sparkability's website:
Eden,
It is now FRIDAY of the week you claimed my missing mattressboard wouild
ship and I am FED UP with your lack of response. I have called and left messages
and emailed requesting an update on the status of my missing item. It has been
two and a half WEEKS since I reported this issue and I dont think you are doing
enough to resolve this problem.
I dont know WHAT ELSE i need to do to communicate to you how frustrated i am
with this situation and piss-poor quality of your service. You cant even give me
the courtesy of a phone call or a repsonse to an EMAIL????
Now that I am permenantly bedrested I will have the time to redial your company
until someone responds to my inquiries. If I have to get everyone I know to
bombard you and Sparkability with emails and voicemails i will until you tell me
WHEN i can expect my baby's missing mattressboard !!!
Lastly, if/when you do decide to ship this item --DO NOT SHIP IT UPS GROUND! I
want it EXPEDITED! Nurseryworks can at least pretend like there's some sense of urgency. I finally received the screws and manual it took you a
week to ship 3 days ago!I guess emailing their PR people and shipping contacts and retail vendors was enough to get the owner's attention.
Finally I get this reply from her.
Hi Tara
My name is Kaye and I am one of the owners of Nurseryworks. I personally
have gone to the warehouse and taken apart another crib to find you a
mattress board. We do not stock mattress boards separately so it has taken
some time. We cannot ship an item like this expedited as it is oversized. We
will forward you tracking once you have it.
According to our records, the item was shipped to you in full. We do know
that there were some issues surrounding the receipt of the delivery. We have
very strict receiving rules for our items and usually only address claims
within 14 days. This is way past the timeframe within which we send free
replacements.
With that said, we have a deep relationship with Sparkability and are
sending you the mattress board.
I appreciate what it is like being on bedrest - I have twins and I remember
it well.
Rest assured it is on its way to you. Sparkability will be addressing the
issues surrounding the costs as we were not notified within our stated
timeframe.
Take care
Best
I HAD to reply because she wasnt doing ME any favors:
Kaye.
I appreciate you following up with me. I did have issues with Sparkability when
the order was initially shipped to me frieght. I have since made it clear to
them that their policies as stated on the website in October when I ordered were
misleading /inaccurate. As a result, they have made corrections on their
website.
Unfortunately,I spent the 6 weeks following the crib delivery hospitalized--
so we didnt even get to unpacking the crib shipment until after the holidays.
Your two week receiving policy at that time was not clearly stated on
Sparkability's website otherwise I would be a bit more understanding of the
position you guys are in.
I understand that mistakes happen and things go wrong. I run a very busy
corporate helpdesk so I deal with problems for a living. What bothers me most
was how much I had to call and followup to even get a reponse. The tone of the
few discussions I have had with Eden have been more along the lines of
Nurseryworks doing ME a favor by rectifying the problem. I am now fully aware of your shipping policies but at the time of the purchase the
2 week receiving rule was not stated to me.
I spend a good amount of time buying online and what always stands out to me
most is good customer service. This has not been an outstanding experience.
Thank you for taking the time to pull the board for me yourself. I am looking
forward to getting the tracking info and putting this whole transaction to bed.
-Tara
Kaye------------------
So in short. Nurseryworks and Sparkability BOTH SUCK. Theyre selling high end priced products but only offering low end service.