First review for L'intervalle, it seems, and I'm sorry it can't be a good one...***I'll preface my review by saying that I've been a loyal customer of L'intervalle since its early days (when they were just starting out in Montreal, and had their shoes sold, sporadically, in a few boutiques in other cities...). I've met - and been in touch with - its co-founder in the past, and have recommended the line to countless family and friends.The majority of the online reviews I leave are five stars (I love celebrating good companies and excellent customer service), and I'm a strong supporter of Canadian-owned and operated businesses, but I can't hold my tongue with the horrific customer service, or lack thereof, experience I've had with L'intervalle. I placed an order for four pairs of shoes earlier in February. The email confirmation I received provided limited information and no shipping/delivery timelines so, after several days without an update, I inquired about my order via their "customer service" email. No response. I followed up via Instagram DM, as I would frequently see an "active now" message on their social account. The response was simply, "Concerning your request I don’t have this information." No effort made to help or assist further. Red flag #1.A few days later, my order was sent out in two different shipments, but only included three out of the four pairs of shoes. I waited some more...I waited and waited, with absolutely zero, zilch, nada updates from L'intervalle. They had charged my credit card, and seemed to be fine with taking my money... and that's where the customer-company relationship starts and ends.One week later, with radio silence and only a "shipment being prepared" on my order status page, I followed up via email, again, to inquire about the remainder of my order. Nothing. I tried, one more time via email, ten days after placing my order, to see if someone could assist me with an update. Again. No response. Red flag #2.Frustrated with the lack of service, I went back to the Instagram DM "solution", and this was the response I received, paraphrased and in a nutshell:"If you e-mail us more than once, about the status of your order, you go back to the "bottom" of our pile of email inquiries. Maybe THAT's why you haven't heard back from us."Red flags ALL OVER THE PLACE.Imagine saying that to a customer! WHAT - are you *punishing* me, the customer, for inquiring about an order I paid for?! Just ridiculous!Not only was I *not* helped; I was blamed for my inquiry. If that doesn't tell you what the attitude is on their customer relations team, I honestly don't know what would.Finally, this morning, after whomever oversees the Instagram account got in touch with the customer service department, I received a vague, unfriendly and totally indifferent "scapegoat" email about their being a "defect" in the shoes I ordered, they would not be shipping them, after all, and that I would receive a refund as a result. Mind you, the order status page still reads "preparing for shipment". It made me wonder - if I *hadn't* reached out, on more than one occasion and pressed the issue, when would I have heard back...I was also "gifted" a measly $10 to use toward a "future purchase" (no - they never did ask me what they could do to make it right, like so many other companies do). I found this insulting, especially given the price of their shoes. I followed up with an email response this morning, and, of course, have received no further communication in return.I promised the customer service team I would write an honest, detailed review advising others of my poor experience, so here I am.Beautiful shoes. Bad, BAD customer service.
Claim your business profile now and gain access to all features and respond to customer reviews.
