![]() ![]() If this had been solved in even a close-to-reasonable amount of time, they'd have had a customer for life. If you have a product that is 5 - 20x the cost of their low-tech counterparts, you should at least be incrementally better than those in the CS department. I think they got a bad batch of Travel Mug 2s and are dealing with the fallout at the moment, but the lack of customer service, transparency and communication is vastly below the category they've created for themselves. Which is a shame because I wanted to purchase several of the standard mugs, as I believe the product is generally good. I feel that they have fallen very short in that regard and, as a result, they have lost my future business. Ember has a responsibility to the people that chosen to do business with them, not just the people that they are trying to get to spend money. ![]() I think that potential customers should be aware of, what feels like a general disregard for the customer, after the sale. It should never have gotten to this point in the first place. I feel that the sudden turn around is due mostly, if not entirely, to being brought to the attention of the BBB. While the company has stated their proposed resolution, and a replacement product is now supposed to be on the way. I have reviewed the response made by the business in reference to complaint ID 20367953. I feel that potential buyers should be aware of the risk in doing business with Ember. But I have lost any trust in them that they will be able to deliver anything, including the replacement, in a timely manner if at all. I will give them credit that they did not make me jump through many hoops to process replacement for a faulty product. The lack of communication and timeliness in the communication that was received. ![]() Finally on 7/24 (12 days from their last response) I was informed of an "unforeseen inventory issue," that would result in the shipment of the replacement being delayed by "a couple of weeks" After no update for several days, I contacted them on 7/18 and again 7/21 for more information The update stated that they had processed a replacement, stating that I would be updated when it shipped. I did not receive any kind of update until 7/12 (6 days later). I responded to their request for more information on 7/6 within several hours of their message I initially reached out to them on 6/27, and did not receive a response from a CS rep until 7/6 (10 days later). The company's level of customer service is well below average. and then one day it stopped working correctly. I was given an Ember Travel Mug 2 as a gift. ![]()
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