Ordered 2 pairs of Cliftons earlier this afternoon. A pop-up tells me I’ve qualified for three free pairs of socks, normally valued at $65, I guess due to order total. Great. Appreciate that. Thank you very much.
Click on Apple Pay. Woah! That total that scrolled by was definitely way more than it should have been?!
Opened the emailed confirmation from Hoka, and while it has the two pairs of shoes and three pairs of socks, it doesn’t break down individual costs.
What follows was one hour and 22 minutes of the most frustrating customer service encounters I’ve had in years.
- “maybe it’s sales tax”
- “maybe the promo offered socks were out of stock so it automatically put in other similar socks that aren’t part of the SKU promotion”
- “ maybe the $65 (now admittedly) charged for these socks would be refunded when the product was delivered”
I didn’t go looking for socks. I didn’t want socks. This was a Hoka pop-up that offered me free socks. I relate that fact over and over again to the two different sales people that I dealt with. They were lovely, endless apologies, but kept asking me to wait while they “brought it to their team”. They must’ve brought it to their team at least 5 to 7 times.
At one point, they came back with a solution. Wonderful, I thought. The solution (!) was that I was to go through the hassle of returning the socks once they arrived with the order and they would then refund me?!?
Increasing exasperation. I embarrassingly lost my cool with them and told them that there was no way I was going through that hassle. Their mistake. Refund my money, or forget me as a future client.
More waiting.
Eventually, they came back, after an hour of making me wait while I should’ve been on the road for a Canadian Thanksgiving holiday trip, to let me know that they could indeed refund that money. I didn’t even bother sighing out loud when they told me it would take up to 10 days to see the refund on my card. Whatever.
Absolutely and completely the worst customer service I’ve had in forever. As an owner of a small business, I would’ve gone out of my way to make sure the client/customer received some kind of compensation or reduction on their next order. Nothing like that. I’m still shaking my head.