Gina L.
Yelp
It's times like these when I'm wondering when Yelp is going to offer the option of negative stars.
I can honestly say that I have never encountered more careless customer service. I understand that my review may not necessarily be an accurate representation of the physical store, but hopefully it will advise future buyers of how little this company cares about its patrons.
I ordered a pair of limited edition sneakers for my boyfriend's Christmas gift. ARC sends me the wrong size. I went online to look for a customer service number to call, only to find that they only accept emails (red flag). Someone did get back to me within the next few days letting me know to return the shoes with the provided shipping label, and they would send out the correct size as soon as possible. There was no trace of "sorry" anywhere in the email.
A month goes by... nothing. You would think that if they weren't going to send you the exchange, they would at least REFUND you. They practically just took my money and ran, hoping that I wouldn't notice. Not only did I receive neither exchange nor refund, but all my emails went unanswered. SHADY. I got to the point where I searched online for a phone number to call, and ended up calling the store. From the moment I tried to explain my issue to the man on the line, he rudely cuts me off, throws an alternate phone number in my face, and hangs up. I'm sure the store receives calls like this frequently and it gets annoying, but Jesus, cut the tone or get out of the customer service business.
The number provided to me was for an outside company which apparently handles order issues for numerous businesses. I explained my situation to Brooke, who was more than helpful in trying to rectify the situation and getting in touch with ARC. I let her know that I either needed the correct shoes sent back to me, or a refund. Obviously I preferred the exchange, seeing as how this was a gift. A few days later, I checked my bank statement and notice that I received a refund for the shoes. No email was sent to me providing an explanation, an apology, NOTHING. Just felt like a giant "F YOU" - we don't care. OK, fine, at least I got my refund, right? Well, only for the subtotal of the shoes. WHY am I not refunded for the shipping charges that YOUR COMPANY screwed up on? WHY should I be paying for you to ship me the WRONG product? If you screw up the order, refund me for the WHOLE damn thing. Frustrated with how much time I had to deal with this situation, I send another email to ARC, and, guess what? Yes... no response. I ended up calling Brooke again, who told me that she would contact them. I could tell the poor girl was trying her best, and I know that she could only do so much.
Today? Still nothing. I decided to give Brooke a break and stop making her the middle man. It really is not the shipping charge that infuriates me, but it's the principle. This company clearly does not care about customer care, and I am happy to say that ARC will not ever receive my business again, nor from my boyfriend's business who have been long time patrons of theirs.