When I placed my original order, I realized about two or three hours later that I chose the wrong size jeans--their site says they can't guarantee changes to orders after one hour has passed. When I requested it, Customer Care stated they cannot change it once it's in fulfillment. The problem is that the status of my order was, "Unfulfilled," not "In fulfillment." It remained unfulfilled for two business days. That's plenty of time to alter the order to reflect the correct size, no matter the logistics. They told me I would have to exchange it. Once I finally received the items, I tried to exchange online but couldn't. A chat agent explained that it's because they had low stock and couldn't guarantee it would be available by the time I got my return dropped off at the UPS store (totally understand that one). I'd had a $15 off + 50% off deal with the original order and free shipping due to my total with multiple items in the order. Now I was looking at paying 3× as much for the replacement. The agent initially stated they couldn't honor past deals but then offered a gift card to reflect the 50% off. That was nice but didn't cover the $15 off plus the $10 shipping charge. I contacted chat again to inquire about a shipping code, and the agent took forever to respond, eventually just disappearing altogether. I finally just ordered the replacement with the 50% off and paid the shipping. After that, my order confirmation did not reflect the gift card, so I had to contact them again only for that chat agent to tell me the GC was actually applied, it just doesn't show up on the order confirmation. Mind blown, and not in a great way. It was a poor experience due to company policies moreso that the chat agents' attempts at help. However, I will focus on being thankful it wasn't worse, and this is not the most important thing to be upset about. Just a minor frustration in the grand scheme of life.
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VICI started in 2012, in the aftermath of the recession. As working women, we knew that we could boost other women’s confidence with fashion. Our mission has remained the same ever since! VICI brings fun, flattering clothes to all types of women and sparks their imagination with styling ideas. We’re curating looks for real life and providing all the styling inspiration you need!See more
