ndbwhunter
WKR
Just want to vent, and share my recent experience with Kuiu's customer service representatives. On March 30th I place an order for a guide jacket and a 210 merino shirt both in vias. Both items were backordered, so obviously my card would not be charged until the items shipped. I received a kuiu gift card for Christmas, and had planned on using that to cover some of the costs.
Last week (4/27) I decided that I no longer needed th 210 merino, and called to cancel the order. I spoke with one of the representatives and was assured that my order had been updated and only included the guide jacket.
Fast forward to May 5th. I got an email from Kuiu saying that one of my items was currently backordered (guide jacket). I thought this was kind of odd considering it had been backordered the entire time, so I called Kuiu. Apparently, they never cancelled the order for the 210 merino, and it was being processed for shipping at that time. I told the representative that I had called to cancel the order the week before, but she couldn't find any notes regarding the cancellation on my account. After a good 15 minute conversation I managed to get the order cancelled.
Now, the issue that I'm having is with the gift card/credit that I had on my account. $89 of the $100 gift card was used to pay for the merino that should have been cancelled. That $89 was credited to my account, but since it is a "new" credit, it cannot be applied to any existing orders! So basically I have $89 sitting out there that can't even be used to pay for a order that likely won't ship for another month or two.
I have two options. Pay the 189-11(credit not used for the cancelled merino), or cancel my order and place another order for the same item. Only problem with that is I'd get pushed to the back of the line.....again. Now I know this isn't a huge deal, but they are the ones that f*cked it up, not me. I don't understand how they can punish me for their mistakes.
On a side note, if anyone has contact information for any of the higher ups at Kuiu please PM me so I can speak with someone that will actually understand why I'm having an issue with this.
Ryan
Last week (4/27) I decided that I no longer needed th 210 merino, and called to cancel the order. I spoke with one of the representatives and was assured that my order had been updated and only included the guide jacket.
Fast forward to May 5th. I got an email from Kuiu saying that one of my items was currently backordered (guide jacket). I thought this was kind of odd considering it had been backordered the entire time, so I called Kuiu. Apparently, they never cancelled the order for the 210 merino, and it was being processed for shipping at that time. I told the representative that I had called to cancel the order the week before, but she couldn't find any notes regarding the cancellation on my account. After a good 15 minute conversation I managed to get the order cancelled.
Now, the issue that I'm having is with the gift card/credit that I had on my account. $89 of the $100 gift card was used to pay for the merino that should have been cancelled. That $89 was credited to my account, but since it is a "new" credit, it cannot be applied to any existing orders! So basically I have $89 sitting out there that can't even be used to pay for a order that likely won't ship for another month or two.
I have two options. Pay the 189-11(credit not used for the cancelled merino), or cancel my order and place another order for the same item. Only problem with that is I'd get pushed to the back of the line.....again. Now I know this isn't a huge deal, but they are the ones that f*cked it up, not me. I don't understand how they can punish me for their mistakes.
On a side note, if anyone has contact information for any of the higher ups at Kuiu please PM me so I can speak with someone that will actually understand why I'm having an issue with this.
Ryan
. Great products with amazing CS.
