On December 1, 2023, I placed an order on your website for pizza and grill play set for my 5 year old for Christmas. At the time of order, the item was in stock. I placed my order, received a confirmation email and order number, and the funds were taken from my bank account. The email also stated that the order would be shipped in 3-5 business days. On Dec 7, I still had not received any other correspondence, so I emailed the customer care email provided on the website and my order confirmation email. No, Dec 11, I still had not heard anything in regard to my order, so I searched and called the customer service number I could found on the website. I spoke with a gentleman who said he would have to look into it and someone would be in touch with me. Less than 5 minutes later, I received an email from Patricia that was the worst form of customer service I have ever witnessed. 1 line stating, “unfortunately the item you ordered is on back order until early January 2024. Regards, Patricia”. The lack of customer service is quite honestly offensive. Could you care about your customers any less? Moving forward, I immediately called the customer care line again and spoke with a lady who was pleasant and told me she would get a supervisor for me when I explained the situation. Dillon (no last name or associate ID number) who stated he was the only Dillon informed me that sometimes the system lags and items are ordered that can’t be filled and the only thing he could offer me is an apology and a refund. When I asked to speak to his supervisor, he stated that he had no supervisor and there was no one above him. This entire situation is completely unacceptable. It has been 10 days and I still hadn’t been notified anything was even wrong with the order. Let alone that I’m now not able to receive it at all! Christmas is in 2 weeks and I have a 5 year old who literally only asked for this play set. I ordered on time when your website showed that it was in stock! You charged me, sent me a confirmation email, and gave me an order number with a 3-5 day shipping confirmation! To say I am mad would be an understatement. And then to be told there is nothing you can do when it is YOUR company’s fault! I have now wasted 2 weeks thinking that this play set was going to be here and now I’m facing the inability to even order from somewhere else due to shipping delays! This has been the absolute worst customer service experience I have ever witnessed first hand. Totally and completely unacceptable!
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Melissa & Doug is an American manufacturer and purveyor of children's toys.
