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12-21-2012 at 10:36 PM
lynnblack
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Joined on 04-03-2008
San Francisco Bay Area
345 Posts
1,260 Points
lynnblack is not online. Last active: 05-14-2013, 2:28 AMNewbie

Totsy Christmas FAIL (Rant Long)

I have just completed the most disappointing web transaction so far. I have on occasion ordered from Totsy and the sales model does tend to lead to very slow shipment cycles. On December 3rd I got an email for the site promoting a group of items and “get it by Christmas” so I made a large order. Now usually I would not have put all of my Christmas “eggs” in one basket but it was guaranteed Christmas delivery and it was only Decmeber 3rd  my estimated delivery date was Dec 17th so all was safe right???? Ummm not so much.

 When December 18th and passed with no package or email about a delay I contacted Totsy and my journey through web retail hell began.

 

Day one 9am

So I called the customer service line and waited half an hour or so in an ominously silent hold zone broken only every 5 minutes or so by an all reps are busy message. Unfortunately you never are quite sure if you are on hold or have been disconnected. Finally a very nice customer service rep came on who really seemed to care she was looking into my order when the ominous silent hold zone dropped and I was disconnected from the only person at Totsy that seemed to care about a little girls empty Christmas tree. She did call back unfortunately I had to run to a meeting so I missed the call.

Day one 2pm

I finally had an open timeslot so I called back. I got the same fabulously caring rep who was so apologetic of the situation and really seemed to be trying to fix it. She told me that my items were being inventoried and that they would be shipped expedited UPS so they would arrive in time for Christmas. I was so happy and I thought hey maybe someone other than Amazon.com really can actually successfully run fulfillment. She said to call back the next morning to confirm that everything had been shipped, and if for some reason it had not been shipped I could cancel my order so I would not be charged.

 Day two 9am

I called back but had to leave the ominous hold zone after 45 minutes to run to a meeting.

 Day two 12pm

I called back and waded through the ominous hold zone and finally got a rep. Not the kind caring rep from day one but a very angry bitter woman who said my items had shipped but she could not tell me how, or a tracking number or an expected arrival date. Since they had shipped there was no way I could cancel or get a refund. When I asked to speak to a manager she said the manger was not in. (I will not go into what kind of sales company does not have a CS manager, supervisor or lead in during the busiest shipping time of the year.) I ask to speak to the rep I had spoken to on day one and I am told she is on another call but there is nothing she can do either. When I ask well what can I do she said I can call back tomorrow (day 3) and someone will be able to help me then. I ask what can I do if my items do not arrive by Christmas as promised she said I could refuse the shipment and when they get the items back I can request a refund. When I ask again to speak to the rep from day one she sighs and sends me back into the ominous hold zone again. Then when she comes back on she says my tracking info will be available at 4:30pm so the log on to the site then.

 

Day two afternoon

I turn to Facebook in hopes of getting some help. A Totsy social media person responds and promises a rep will contact me…. NOTHING. Send an email to CS in hopes maybe that group will be more helpful that the phone rep from today. NOTHING…..

 Day two 5pm

4:30 comes and goes with not tracking information.

Day Three 9am

Still no tracking information or contact from Totsy as promised by the Social Media rep. So I journey back to the ominous hold zone (only 15 minutes today so better!) Todays rep tells me that there was a mistake in the warehouse and my order was sent USPS not expedited UPS so it will not be here in time for Christmas. Their website says they refunded and shipped so conflict there, my credit card has no record of a refund but the charge is there.

 Scarlett has just learned about presents she loves opening them and everyone else will have presents under the tree. So now I have nothing for her and no time to shop. I can't let her be the only one without her toys under the tree and with only an orange in her stocking. I have no idea what to do now I can not think of a thing to get her and spent my lunch hour looking at the picked over toy aisle at Target trying not to cry.... I guess it is also a big Mommy fail on my part too :(

Sorry this was so long you get a few cookies and some of those marshmellow brownie things talked about in the post below if you made it this far.

 
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12-21-2012 at 10:57 PM
AngLK987
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Joined on 09-17-2007
Mars Hill, Maine
2,487 Posts
26,439 Points
AngLK987 is not online. Last active: 05-19-2013, 9:14 PMSilver

Aw Honey! I'm so sad you had such an awful experience! Totsy's shipping blows, but I've had really good luck with their customer service the one time I had to call about a damaged product, the only thing with that was they said they were going to give me credits on my account that never showed up.  But they sent me a new item and I got to keep the old one.  

I'm crossing my fingers that the whole shipment magically shows up at your doorstep on Monday, and if not, that you get your stuff, and your credit, and the opportunity to tell them to shove it. :(  
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12-21-2012 at 11:00 PM
mars37810
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Joined on 06-29-2007
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mars37810 is not online. Last active: 05-19-2013, 9:25 PMBronze
You could wrap some of her toys that she already has so that she can have fun opening presents with everyone else.  For Darcy's stocking I got her some new sippy cups and some toothpaste, which you could even find at the grocery store so that you wouldn't have to deal with the picked over sections at Target.  I know the grocery store we shop at and the one I work at usually have some children's books either in the baby aisle or with the magazines and sometimes they have some bath toys.
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12-21-2012 at 11:10 PM
smit5009
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smit5009 is not online. Last active: 05-19-2013, 8:41 AMSilver

This is in no way a Mommy fail on your end! Totsy sucks and I have been having the same issues with them. It has gotten to the point where I will never order anything from them again. 

I am sure you will find something for your LO. If you are looking for suggestions we got DS some books, a snow suit, a ride on toy, and some veggies, fruits and pots and pans to play with. You may also want to check with smaller toy stores or even something like Walgreens.

Lots of hugs to you and I hope everything will work out great anyways. 

 
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12-21-2012 at 11:19 PM
LatteLady5
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Joined on 12-06-2012
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LatteLady5 is not online. Last active: 05-19-2013, 3:31 PMBronze

I'm sorry you had such a terrible experience. :( You could get your LO some smaller gifts to open. Walgreens has some toys on sale right now that are 3 for $16 or something like that. Maybe a new tooth brush and sippy cups or a new eating set (you know, plate bowl spoon and fork etc.)

It's totally not your fault. If I were you I would write something very similar to this explaining that your child did not get her presents for Christmas even though you were guaranteed they would arrive in time. You could ost it on facebook publicly so everyone can see how disappointed you are and then maybe they'll do something about it. I'm really sorry :( This is such a bummer.

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12-21-2012 at 11:21 PM
Woodsie
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Joined on 11-04-2010
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Woodsie is not online. Last active: 05-19-2013, 5:32 PMSilver

Ohh, how frustrating! I would be LIVID.

Even if Scarlett understands presents, I doubt she cares what's inside the presents. I'm sure she'd be happy with whatever you can find. Don't put too much pressure on yourself! Good luck!
 
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