TinyRide.com giving the Run-around
by Tangie May
(Gilber, AZ USA)
Well if you had any luck getting anything from the company tinyride.com, I give you kudos. I had a very stressful and dissatisfying time with their lack of customer service. I wanted to let every mom that I could know about what happened and hopes that you will not order anything from them.
I ordered my new car seat for my daughter 2 weeks ago. It was supposed to ship same day. When I did not get it within the 5 business day time frame, I sent an email inquiring about the whereabouts of my seat. They responded by saying it was backordered and would not get to their warehouse until the 25th. I was not happy, but I was willing to deal with it... after all, they had a good deal, right?
Well, Sunday night I get a call from their customer service saying the car seat I ordered was not being made anymore (though was still available on their website) and I could pick one of the other colors. So I did. As I was on the phone, I hear the agent typing in my request... then there was a silence. My second choice was not available either. So I choose another color, and the agent told me it would be shipped right away and it should get to my house by Wednesday.
Wednesday comes, no car seat. So I send another email... firm but nice. I get this response back:
“or your patience in this matter. We are expecting a shipment to come in by tomorrow. Did you wish to wait or cancel due to the delay please advice us thank you.
Nikki
Customer Service”
No, I did not cut off the any part of this email; it came just like that. At this point I got angry... after all even poor customer service should be grammatically correct, right? Perhaps this is a bad copy/paste job. But if so, that means their templates are garbage too.
Either way, this message has red flags all over it.
So Thursday morning, I give customer service a call... after all advertised on the website it says “We don’t hide behind just an email address like too many internet merchants do.”
So I talk to a customer service rep. I informed him I was very upset and I needed to talk to a supervisor. He said that I couldn’t at this time. After rounds and rounds and still no supervisor... I asked him his name and he hung up on me. So at this point I was very upset.
This is a car seat for my baby, not new shoes. My baby is getting too big for her seat.
I called my friend to vent while I was doing that my husband called and surprise, surprise, he got the same guy on the phone, Jack. Jack informed my husband that I talked to him and I told him goodbye and that I was mistaken about what happened. My husband also asked for a supervisor and was told there was not one!
Not a supervisor?!
Lots of businesses make it a practice to leave their employees there with no one in charge. We must have gotten lucky and got the CEO on the phone this time. Jack wasn’t really able to answer these questions and offered to transfer us to Dan, a manager, who was not sympathetic at all.
He said there was nothing he could do that he thinks they will get a shipment in this week, he thinks. It’s Thursday. And, if they get the car seat in this week, he’s not sure how long it will take to ship after that. So maybe we would have the car seat in 3 days, but it could be longer. Dan reminded us "We are lower priced than other places."
I then got on the phone and Dan told me 5 days... so which is it? Three or five days? Who knows.
I cancelled my order, and now they say that it will take 3-5 business days for them to reverse. Now, they’re holding $300 we need to purchase our new seat. Dan’s suggestion is waiting for the seat... it might get back here sooner than the refund. Nice. We were told that we could give them a contact number for our bank and they would send a request to have the refund expedited. Think that happened? It didn’t according to our bank.
So I went to baby-r-us to get my car seat. I spent more but hey it was worth forgoing the headache and this is the safety of my Child. On their website it still says the other two I wanted are in stock and it will ship same day.
Just thought you other moms should know that this company only has money on its mind and does not care for the well being of others. This is children’s stuff they are selling and some of it is VERY important.
Dan finished our conversation by raising his voice and telling my husband that the conversation was over. Guess he showed us.
Now for the suggested resolution
I was just trying to get my car seat. The agents could have been a bit more sensitive to the mistakes made here. It's so routine for them. Just wait longer. We don't know how long. Hang tight. Those are not good answers. Offer to ship the seat overnight when it comes in. A small price to pay for keeping a shopper handy.
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