Terrible Customer Service
I used Afterpay for the first time. I tested it out on a smaller purchase from Tribe of Dumo. I kept getting messages from Tribe of Dumo asking me to rate my purchase finally after like 14 days worth of those messages I responded I can't rate until I receive my purchase. Instantly I received a message from Afterpay my payment had been refunded followed by one from Tribe of Dumo that I had been refunded. I was furious because I never once requested a refund. I called the company at 7137147009 and the woman who answered the phone was pleasant. She first tried to blame Afterpay. But then she said she noticed that the item had been out of stock for a while and most people just want their money back and that's why I was refunded. I told her I would have preferred an email asking me to chose another item or did I want a refund. She apologized and said she will see if they have enough fabric left but also go look at their sister store dumostar.com and see if I liked anything there and send her a text to 7137147009 with my choices which I did on 11/27/20. Monday she sent me a text asking was I okay swapping any one of the sets I picked with my original order and requested my order number. On Tuesday I told her yes Blue Temple and sent my order number. Then she responded she would email me a new invoice or I can go on the website and make the purchase. First of all my purchase was made using Afterpay. The sister site doesn't use Afterpay. Secondly, this was not my fault which I expressed to her. And the way she spoke and messaged me led me to believe they were just sending another one out because they made a mistake. She admitted it wasn't my error but I've been fully refunded which I never asked for. It was a long-drawn-out text conversation just telling her in my business when we mess up we fix it. And usually when you turn it around and make a positive out of it the customer keeps coming back. I also told her asking me to substitute it made me led me to believe she was comping it. She offered to cover the shipping fees but she would not be able to ship out the item 100% free. I responded more about bad business and explained I would never make a purchase there again and why. She thanked me for the feedback. I notified both Klarna and Afterpay about the situation and let them know this is not a vendor they should be working with and have calls scheduled with both after my emails. I'm writing because this is all lousy business and it reflects badly on any company that chooses to associate with them. I don't think Afterpay or Klarna should be used for Pre-orders without notifying the customer. I was going to leave this alone but I want my order shipped to me. I waited a very long time, then my order was cancelled due to the negligence of their employees, and they are actually fighting a customer about sending out a smaller purchase when that potential customer LOVED their stuff and would have eventually purchased more that $29.99-$39.99. And being the Director of Retail and Consumer Engagement at another business I realize this is not how business is handled at all. I am also apart of Yelp Elite and rank highly in google rating. I take customer service very seriously and they dropped the ball on a person that could have brought them tons of new business.
By Reecee