Monday, April 20, 2015

Lilly for Target, an Online Shopping Nightmare

*footnotes at the bottom for those who don't want to read my long rant ;)


Have you ever been so mad you don't know whether to cry, scream, or throw something? That's where I'm at now...multiplied by 10. All thanks to the Lilly for Target collab.

But before I get into that hot mess, let's start with the good news - I snagged these two items from the online collection launch. No dresses but I'm hoping that the top and shoes end up being keepers. They were on my wishlist. Now I have to wait and see if I ever actually get these items sent to me.


Lilly for Target 




And now the bad news...

Along with the rest of the women across America I was prepared and ready to shop the Lilly Pulitzer collection. I signed into my Target account, favorited must-have items, and refreshed my computer every few minutes so I could snag what I wanted the minute they were available. That was at 9pm (I'm on the west coast). Finally around 12:30am all hell broke loose as the items were released, then pulled back, then released again - all in while the site was alternating between acting a fool and crashing.

I had four items in my cart, but then they would disappear, only to return two seconds later. When I was able to proceed, two items were left in my cart. Annoying but a win in the scheme of shopping a designer collaboration online at Target. But then the real nightmare happened.

I verified my credit card and saw my address so I proceeded to checkout. I wasn't asked to verify in stages like normal, though (credit card, billing and shipping addresses, then conformation). Instead the order processed. When I received my confirmation email I realized somehow my old address was listed for shipping. I have no idea where that came from. I've had plenty of shipments in the last two years since I've moved. My current address is my default address. WHAT THE HELL?

I immediately tried calling customer service. Over and over from 12:45-3am. Each time my wait hit the 25-minute mark, I'd automatically get disconnected. Between all of the phone calls, I sent several tweets and emails to various accounts desperately trying to get help. I understand that the launch was a mess and they were overwhelmed but they should've been better prepared. If they can't host a collaboration without the site crashing like it always does, they should at least have resources to help people.

To make a ridiculously long story short(er), I finally got email responses and spoke to actual customer service reps on the phone - all of which led to the same answer, that I'm out of luck and they can't help. More like won't. Now my package is being sent to the wrong address and I have to hope the person who receives it will notify Target that they are not the correct recipient. Yeah, right. My old apartment is in Hollywood. That package will never reappear. I was advised by Target to contact UPS for shipping help but they saidnthey have to send to the address Target instructs them to. So I'm screwed. What I'll probably have to do is dispute the charge with my credit card company.

It took me over 12 hours just to get a "tough luck" response. How is that acceptable? They have my package and if there isn't a policy to update orders there should be. There's no way that I'm the only person ever to enter an incorrect shipping address - especially in the frenzy of one of these insane collabs where you have seconds to buy an item before it's sold to someone else. Target should be able to assist me and make this right. Instead I have to worry about paying for a package that someone else gets to keep.

I'm beyond livid. This treatment and runaround I've received is inexcusable. Unfortunately they don't care. Everyone shops at Target. They'll do as they please because alienating one customer among the masses is nothing to them.


Footnotes for those who don't want to read the whole post: Target is shipping my Lilly for Target items to the wrong address and will not update to the correct address. It took 12 hours for them to tell me I'm out of luck. Horrible customer service and purchase procedures. Big thumbs down to Target!




15 comments:

Jenn said...

That top was on my wishlist as well, but I went away empty handed. I tried online which was nuts and then went to a store by me and people were insane. I left almost immediately after getting there because of how sickened I was by how people were acting.
I hope your goodies get to you soon!!

KatiePerk said...

Targer's website stinks! They also have the worst customer service! Even before this nightmare. Sorry friend!

Julia said...

That is horrible!! I would definitely dispute the charge with your credit card company! Why in the world would they not be able to change the address, it's not like they would have actually sent the package yet?? I would guess it would take at least a day or two for them to process the order and ship it, plenty of time for them to adjust the address. Maybe try calling them again and see if talking to another person would help?? That's just ridiculous!

Christina said...

The shipping issue happened to a friend of mine at Christmastime. She accidentally selected her address instead of her sister's where she wanted to send presents. When she called they said they only have a 1/2 window when they can modify the order and she was out of luck. So the presents came to her house and she had to send them to her sister, which made them arrive a week after Christmas. SUCKS! If Target staffed enough people for the online launch you might have been able to get a hold of them in that time frame. They are a mess with these colabs!

Mary said...

Wow, and I thought my experience was bad. You poor thing! I hope your previous address has a Good Samaritan living there now!

Natalie A said...

Bummer, I'm sorry! :(
I wasn't able to get anything from the collection. I don't understand why they created all the hype for a collection that would be available for FIVE MINUTES. The fact that they don't plan to restock it is ridiculous to me!

Kristin Saling said...

Oh wow, what absolutely horrible customer service! You just can't tell someone "tough luck."

Target really didn't think the launch through. Their website isn't the greatest to begin with, and initial marketing surveys should have told them what a huge draw this was going to have. They should have at least bought extra server space and hired on extra customer support for the launch event in order to help surge for the launch, but I don't think that was even considered.

Bad business all around!

Hayley Roderick said...

That really was a nightmare! Great post!:) xx, Hayley www.dailydoseofdarling.com

Hayley Roderick said...

You two are seriously so cute!! xx, Hayley www.dailydoseofdarling.com

Ashley said...

Oh my gosh that is awful!! I didnt score anything from the lilly target collection but in a way I am glad I stayed asleep

AiringMyDirtyLaundry said...

I am livid about this too. I also have a blog post. It's just a shame :/ I really wanted some stuff too!

Kate at Green Fashionista said...

Yowzers... that customer service sounds just as bad as what I experienced with Carnival last month. I don't understand how a huge company like Target still doesn't have their crap together for these big collaborations. Their site crashes without fail for every launch, and then what little is in stores is snatched up in minutes. When are they going to learn to stock more items to deal with the high demand, and have their servers prepared for the heavy traffic?

I'm so sorry you dealt with such a huge headache, *fingers crossed* for you gurlie that your package reappears ;-)

Sierra&Faith Winks and Eyerolls said...

That's horrible! We had no luck online because the site crashed so we ventured into the store which was a disaster. If you used a different card than your target card I would dispute it with them. Good luck and hopefully you some how get the items you were able to score! Winks and Eyerolls

Rare Nonsense said...

I went into the store...BIG mistake! I walked in at 8:05 and everything was gone!! I was sooooo mad! Saw people with carts full of makeup bags, pillows and more. No doubt they will be doubling the price and selling on eBay. Jerks!!!

Selma @ Crazy Little World Of Mine said...

Girl, as much as I love Target I completely agree with this post. Horrible customer service. It's a freaking address and it's easy to change this for them after they verify its you who want to have it changed so it's you who actually paid for it all gets the goodies delivered. I've had a similar problem with their CS and it's ridiculous. And yes they should have been more prepared. I refused to go in on Sunday just because I knew what a disaster it would be. Instead I will go today. I know there won't be a thing for me but no stress and no drama with ridiculous, unprofessional customer service. Hoping you'll get your package in the end. Would be a reason to go out and celebrate. Hahaha.