Что же делать, если вы терпеливо ждали покупки из далекой Америки через посредника, а получили не то? Ну или то, но чуть-чуть (на пару размеров) меньше.
Не спешите посылать "лучи добра" или гневные письма в техподдержку магазина в духе славянских традиций. Их сервис готов идти на встречу, не смотря на прописные истины "Устава": о том, что магазин отправляет заказы только по США и в случае ошибок со стороны покупателя или со стороны магазина, издержки по возврату товара оплачивает покупатель, а возврат возможен в течении месяца.
Итак, перейдем к практике.
Приятель решился на онлайн покупку обуви. По доброте душевной я конечно подсказала куда смотреть. Он выбрал две пары на шестерке, я их заказала в свой кабинет небезызвестного посредника Миста, где уже ждали отправки игрушки для моего сынишки.
22 октября я получила общую посылку и оказалось, что одна пара обуви женская. Это было указано на коробке, на лейбле, и вообще было очень заметно, что боты намного короче и уже "собратьев" в посылке.
В США своя размерная сетка для обуви, где наш 39 (24,5-25 см) - это или 8 женский, или 6 мужской. В моем случае ботинки заказывались на 41 размер мужской ноги (8US men`s), а пришли на 39 (8US women`s).
Сразу подумала, что наш косяк - недосмотрели в инфе о товаре или случайно я не с того раздела сайта в корзину обувь кинула. Но нет, боты в разделе мужской обуви, а в информации о размере только предупреждение, что Конверсы "большемярят" на полразмера.
Вот они Converse Chuck Taylor® Ox, еще в наличии, даже чуток подешевели.
Моя переписка о возникшей проблеме с customerservice 6pm.com.
Hello, 6pm.com staff!
I've ordered 'Converse: Chuck Taylor® Ox' for me last month (order number xx). We live in Belarus and shipment has been delivered through meest.us (it takes much more time than shipping in the US).
When i received the box i found that the size of shoes doesn't equials ordered one: it is 8 women`s size instead of 8 men`s size I picked in order (gender: women, size: 8). On your site this shoe is in the section of men's shoes (Converse > Men > Shoes > Sneakers & Athletic Shoes, page 2). We have no possibility to return package in 1 month. What can we do to get the right size or moneyback? We like 6pm and want to be your clients in future.
Thank you, Liubov.
Hello Liubov,Thank you for contacting 6pm.com Customer Service. My name is Mina and it's my pleasure to assist you today!I am truly sorry for any inconvenience this may have caused you. At 6pm.com, we understand the importance of the customer experience, which includes the website, customer service and support. No worries! I'll be more than willing to explain this to you.I have reviewed the Converse Chuck Taylor® Ox, and I can confirm that the sizes for these shoes are for any gender.I made a further review, and it is stated on the product information to select 1/2 size down from your normal size (if you wear Men's size 9, choose Men's size 8.5, and if you wear a Women's size 8, choose Women's 7.5). However, there is no universal standard for merchandise sizing. Sizes and widths can vary from manufacturer to manufacturer and even between different styles of the same brand.No worries, Liubov! If you would like to return your order, please follow the steps for returning items. Please log into your account by clicking on the "My Account" link located on the right hand corner of our website. Choose the order number that you would like to return. Next to the photo of the item, you should see a check box. Click the boxes for the items that you'd like to return and then click the "Return Checked Items" button. This will give you your return confirmation page.(Please keep in mind that if the return process is not started on a return, it can delay your refund time-frame.)To prepare it for the return, make sure the merchandise is unworn and in its original packaging (shoebox for shoes, protective plastic bag for apparel, etc.), and place it in a plain cardboard shipping box (you can use the same brown 6pm box it arrived in if it's still available and close to the correct size). Please ensure that the return confirmation page is included inside the shipping carton with your return. Seal the box with clear tape and attach the label to the top of the sealed box. Again, please be sure to cover any old labels with the new one, or just peel them off. A black marker can also be used to cover any existing bar codes.*NOTE: If you no longer have the original packaging, Liubov, please let us know as it may delay or prevent us from being able to issue your refund.Customers are responsible for all mailing costs and mailing the package back to the address below. We encourage you to keep your tracking number in case there are any problems with the return reaching our warehouse. We will be able to track what may have happened to it and not delay the credit to your card.Please send your return to the below address:6pm.com Returns Department100 W. Thomas P. Echols LaneSuite #3Shepherdsville, KY 40165Please keep in mind, it may take up to seven days for your return to be received by our warehouse once you have taken it to the shipper of your choice. Once your return is received and inspected by our warehouse staff (usually within 72 hours of receipt), we will process your refund and automatically apply a credit to your credit card within 7 days. You will be notified by email once your return has been processed.The refund will be applied to the credit card initially used to make the purchase. Please note that depending on your financial institution, it may take an additional 2-10 business days after your credit is applied for it to be reflected on your statement (30 days if you used internationally issued card). You may view the status of the refund by logging in to your online account in 6pm.com.Thank you so much for being part of 6pm family. We appreciate your business with us. Have a great day, Liubov!If there is anything more we can do for you or if we could improve your experience, please do not hesitate to let us know. We are available to assist you by phone 7 days a week from 6:00am - 8:00pm PST at 1-888-676-2660. You can contact us via email any time at cs@6pm.com.Regards,Mina T.
Hello 6pm,
I saw the information about the product the Converse Chuck Taylor® Ox, "select 1/2 size down from your normal size (if you wear Men's size 9, choose Men's size 8.5, and if you wear a Women's size 8, choose Women's 7.5)" . This is not true! My men's size 8 and these shoes from size 8 very small to me. On the box and the label of shoes have the following information:
"US 8
CM 24.5
GENDER: WOMENS"
Photo is attached.
Men's size 8 is 27 cm.
Size chart of manufacturer:
Please insert this product into another section of the site (women's shoes), so that other customers do not repeat the mistakes.
If I've got your message right, I myself should pay for return shipping. Actually this is not fairly because return shipping from Belarus to the US costs a little bit more then I've paid for shoes and that was not me who sent the wrong size.
Thanks for your comprehension, Liubov.
Hello Liubov,Thank you for contacting 6pm.com Customer Service. My name is Dan and it's my pleasure to assist you today!I'm sorry to hear that the posted information on the website didn't work for you, Liubov. I understand how frustrating this problem could be on your part.As you were aware with our return policy, it is stated that if customers are not satisfied with their items, they can return it for a refund within 30 days from the date of purchase. Items must be unworn and in their original packaging. It is also indicated that, customers are responsible for all return shipping as well as purchasing a return label from their preferred shipping courier; however, as one-time courtesy, we're happy to cover the cost by providing you a prepaid UPS label. You will receive a return confirmation email. The part of the email that reads, "customers are responsible for the return shipping" can be disregarded.You may access this prepaid UPS label directly on your 6pm.com account. Please log in to your 6pm.com account and click on the applicable order number in your order history. In the 3rd column, please click on the link that says "Display Your UPS Return Label." When you click the link, your label will pop up in a new tab or window. Simply print it and tape it to the outside of your return shipping box (please remove or completely cover all old shipping information).To prepare it for the return, Liubov, make sure the merchandise is in its original packaging (shoebox for shoes, protective plastic bag for apparel, etc.), and place it in a plain cardboard shipping box (you can use the same brown 6pm box it arrived in if it's still available and close to the correct size). Seal the box with clear tape and attach the label to the top of the sealed box. Again, please be sure to cover any old labels with the new one, or just peel them off. A black marker can also be used to cover any existing bar codes.*NOTE: If you no longer have the original packaging, please let us know as it may delay or prevent us from being able to issue your refund.You may drop off your return at any authorized UPS shipping location, but please do not drop your return off at a drop box. If you have UPS pick up at your office, they can also take the package for you. To find the nearest authorized shipping location, please visit www.ups.com.We encourage you to keep your tracking number in case there are any problems with the return reaching our warehouse. We will be able to track the package's progress and possibly find out what happened to the package. From the time you mail back your return package, it can take around a week for it to reach us and be processed by our returns team. At that point, we will be able to process your refund and automatically apply a credit to your credit card or original method of payment within 7 days.You will receive an email confirmation of the refund. Depending on your credit card company, it may take up to 2-10 business days for the credit to be reflected on your statement (up to 30 days for internationally issued credit cards). You may view your order status and any refunds/credits at any time by logging on to the "My Account" section of 6pm.com and clicking on this order in your order history.I hope I was able to assist you with this matter.If there is anything more we can do for you or if we could improve your experience, please do not hesitate to let us know. We are available to assist you by phone 7 days a week from 6:00am - 8:00pm PST at 1-888-676-2660. You can contact us via email any time at cs@6pm.com.Regards,Dan R.
Hello 6pm,
Thank you, I've appreciated your customer-friendly reply! One more question - I've calculated that shipping's cost from Belarus to the US approximately equals 65 USD (you can see table of charges here: http://www.belpost.by/tariff/mezhdunarEMS/intemsfizz/).
So it comes out that I'll waste my time on shipping the package back to 6pm and 6pm will loose 65 USD.
Can you please just refund the amount of the order?
Thank you, Liubov.
Hello Liubov,Thank you for contacting 6pm.com Customer Service. My name is John and it's my pleasure to assist you today!I'm sorry for any inconvenience this issue has caused you, Liubov. I do understand how frustrating this can be. Let me check what I can do!I personally like the items you ordered, and I'm already excited for your next shopping with 6pm.com.We are very sorry to hear you have received an incorrect item. Just as 6pm cannot ship internationally, we are unfortunately unable to cover shipping costs to the United States from overseas locations.In order to prevent having to pay the high costs of international return shipping, we strongly encourage you to thoroughly check all items before forwarding them overseas. Please note that the use of any freight forwarding companies is at your own risk.In this case, in order to best assist you and help ensure you do not have to pay any additional fees, we will grant a one time courtesy to allow you to forgo returning the item to us and still receive a full refund. We have issued the refund to your credit card today in the amount of $52.99. Please note that international credit card companies can take up to 30 days to post this refund back to your account.Please let us know if we can be of any further assistance regarding this issue.Have a great day, Liubov!If there is anything more we can do for you or if we could improve your experience, please do not hesitate to let us know. We are available to assist you by phone 7 days a week from 6:00am - 8:00pm PST at 1-888-676-2660. You can contact us via email any time at cs@6pm.com.Regards,John P.
Приятно иметь дело с цивилизованным миром, где покупателю всегда идут навстречу. Даже если не по Уставу. Правда, боты до сих пор в разделе мужской обуви - видимо персоналу шестерки проще потом принять возврат товара, нежели "поправить" товар на сайте. Наше дело предупредить, а хозяин - барин.
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