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Old 12-05-2012, 11:22 AM   #1
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Here's why I'll never order from Cotton Babies again

Here's a note that I wrote to Cotton Babies, because our time matters, and they need to appreciate that.

I ordered on Black Friday and received my order this past Monday. However I also received a duplicate order of a cart that I cancelled, valuing $75 in merchandise. I checked my Paypal and wasn't charged. So I sent an email to customer service indicating what happened and advised that I would gladly repack this order and send it back if they would send a call tag. Two days later I get an email reply with instructions what to do. NO THANK YOU included. NO thanks for being honest and doing the right thing. NO thanks for taking the time to let us know and for repacking and shipping it. NO thanks, we appreciate your time.

Really?! I would have been a happy customer with one simple thanks.

You made a mistake, which happens. I was honest and I let you know and returned the goods that I didn't pay for. I could have kept them and you'd have been none the wiser. I'm trying to help your bottom line because I value small business. But what I value about small businesses is customer service. Which didn't happen.

So you're welcome. But you've lost my business going forward, and there are MANY other appreciative customer service oriented companies that I will support. Because that matters to me and a lot of other Moms out there
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Old 12-05-2012, 11:24 AM   #2
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Wow that's amazing that they wouldn't even thank you for saving them $75 worth of merchandise that they accidentally sent out! Not very polite at all.

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Old 12-05-2012, 12:40 PM   #3
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Re: Here's why I'll never order from Cotton Babies again

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Old 12-05-2012, 12:43 PM   #4
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Re: Here's why I'll never order from Cotton Babies again

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I am sorry you didn't get the thanks you were hoping for. Gratitude does go a long way.

But, I have to say that I have had nothing short of STELLAR customer service from Cotton Babies. In light of an error on my part, with out of stock items, with returns, with store credit, and with a registry. Lots of complicated things that could have resulted in complicated situations, but they cleared them up easily, happily, quickly, fairly, and seemlessly.

I am 110% impressed with their customer service and will definitely shop from them in the future.
Every order is going to vary and it will depend on who helps you with your order. I just didn't get the "we care about your order" vibe from them. I'll spend my $ with someone who does care, like Tami at Kissed by the Moon.
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Old 12-05-2012, 09:32 PM   #5
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These posts make me chuckle. You do know your posts have been quoted so unless the poster of the quoted post edits everyone can read what you said, right?
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Old 12-05-2012, 09:56 PM   #6
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Re: Here's why I'll never order from Cotton Babies again

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These posts make me chuckle. You do know your posts have been quoted so unless the poster of the quoted post edits everyone can read what you said, right?
I always thought this meant "I wish I hadn't said that" or "wish I hadn't gotten involved"-- even though clearly already read and quoted.

more on topic, I hope this comes to a resolution that sits a little better with all involved. OP, I do love hearing of people "doing the right thing"
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Old 12-05-2012, 01:16 PM   #7
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Re: Here's why I'll never order from Cotton Babies again

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Old 12-05-2012, 01:21 PM   #8
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Re: Here's why I'll never order from Cotton Babies again

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I totally understand, respect, and agree with your conclusion. And would likely make that conclusion myself. I spend the bulk of my cd money at small companies like hers for those exact reasons. Prob 80% of my cd money goes thru these small companies.

At the same time, I think that public bashing of companies on forums like this should be reserved for extreme situations - like not issuing a refund, holding money and not sending products, severe back orders without communication and the holding of funds. Negative feedback on places like these has serious ramifications for companies. And things like not saying "thanks" is really not a reason, IMO, to bash a company publicly.

It is, however, a perfect reason to make a personal decision not to support that company ever again and, instead, re-route your money to more friendly and grateful mama run business.
I completely agree with this. While a thanks would have been nice I don't see the need to publicly bash the company. There could have been a number of reasons the thanks was left off.

For the record I have had nothing but great CS from Cotton babies.
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Old 12-05-2012, 01:25 PM   #9
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Re: Here's why I'll never order from Cotton Babies again

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Originally Posted by lady longs View Post
I totally understand, respect, and agree with your conclusion. And would likely make that conclusion myself. I spend the bulk of my cd money at small companies like hers for those exact reasons. Prob 80% of my cd money goes thru these small companies.

At the same time, I think that public bashing of companies on forums like this should be reserved for extreme situations - like not issuing a refund, holding money and not sending products, severe back orders without communication and the holding of funds. Negative feedback on places like these has serious ramifications for companies. And things like not saying "thanks" is really not a reason, IMO, to bash a company publicly.

It is, however, a perfect reason to make a personal decision not to support that company ever again and, instead, re-route your money to more friendly and grateful mama run business.
This was well written.

OP, I can absolutely understand the frustration of them not even bothering to say thank you. What they did was a mistake, and you were so gracious enough to correct the situation in an honest way and gave of your time/energy to make it right without being asked too. I'm sure a lot of people would be tempted or would actually keep it and not say anything. Kudos to you ~ you did a wonderful thing. With not even a mention of a thanks, I'd probably feel the same way. Its hard to not get an acknowledgement of a good deed done.

I gotta agree with others though, and say this probably wasn't worth bashing cottonbabies for. I have ordered from cottonbabies countless times for years now and have always gotten excellent personal customer service, even with products that I thought weren't what I was expecting, they were replaced quickly and without question. I will continue to order from them. I know cottonbabies reps are also on this message board, and will probably read this.
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Old 12-05-2012, 02:08 PM   #10
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Re: Here's why I'll never order from Cotton Babies again

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I know cottonbabies reps are also on this message board, and will probably read this.
I have placed several orders with Cotton Babies in the past, however, I will no longer support them because of comments made by one of their reps on this forum that I found offensive.
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