Follow-Up on a problem with Yves Rocher order from January

[vieprivee]

You may remember that Yves Rocher did not send me an order in a timely fashion, one ordered in January for Valentine's Day. Here is a follow-up to that problem, one I posted on another board because of similar problems others were having too.

I have been doing business with YR for 14 years(yes...FOURTEEN years) and I NEVER had a problem of ANY kind with them until my last order!!! I was (and notice I said WAS) one of their best customers, ordering from them multiple times a year and sending probably HUNDREDS of people to them through my recommendations and praises. BUT I no longer do business with them and THIS IS WHY!!

I mailed in an order on January 9th for Valentine's Day. It usually takes 10 days of so to get my order but when I had not gotten my order by February 10th I called them. I was on hold with CS for well over a half hour and was finally told that they did NOT get my order until February 2nd and it would not be mailed out until February 12th. I checked my credit card statement and I HAD BEEN BILLED on January 22nd for the order they say they never got until February 2nd. I called again on February 3rd, waited on hold for at least 45 minutes, and told them my story. OF COURSE they said it was impossible that I was billed before they got my order but it SURELY did happen! After talking to a supervisor, some 1 1/2 hours later, they said that they would credit my credit card and re-bill me when they mailed out the order. THEY NEVER CREDITED THE CREDIT CARD and DID RE-BILL ME when the order was FINALLY mailed out, or so they say it was mailed out. SO at this point I had two bills on my cc statement and no YR order and it was March 10th, two months after I mailed them my original order. I called them again, was on hold forever AGAIN, and they tell me that they had sent me my package twice and there must be something wrong on this end, maybe someone else accepted the package and I didn't know it? They told me that they can't send another package to my home address since I don't ever get them(FORGET the fact that they have probably sent me 15 packages in the past 3 years and they ALWAYS GET HERE) and they will call back in two weeks. They insisted that their CS would call me on a specific date at a specific time, in two weeks, to get another address to mail a THIRD package....had to wait the two weeks to do a package search with the USPS before remailing. Two weeks passed and I hear nothing, but a package arrived at my door in three weeks time, with my January 9th order. SO I GOT MY PACKAGE, ordered on January 9th, on April 24th. AND they were kind enough NOT to charge me S/H on this last package, as a courtesy because of my troubles!!! BUT OF COURSE I NOW have three bills on my cc statements for this one order!

I have protested the first two bills with my cc company and I will NOT pay them. I will pay the last one but I will NEVER again do business with YR. A SHAME since I LOVE their products and they are NOT animal-tested and are hypoallergenic too.

One other thing, THEY DID send me a free gift in February because my order did not get here in time for Valentine's Day. They allowed me to choose anything from the catalogue for free. I chose a wonderful perfume(Neblina) since they discontinued my vieprivee scent, also my name on the boards, vieprivee, since I loved this scent so much.

So regretfully I have to say goodbye to YR, not that I want to but WHO NEEDS this kind of aggrevation!!

Sorry this is so long but I DO HOPE this saga will keep others from having similar problems!!!


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[bestmidwest]

Oh, I am so sorry for your trouble with that company, vieprivee! I haven't ever dealt with them, but not likely to now! Sorry too that they discontinued your fragrance. My mom has used Estee Lauder's "Youth Dew" for about 40 years, and I know she'd have a seizure if they discontinued it!

[mayfly]

Oh my word, how could you stand to be so calm about it? I would have freaked out completely! Thats horrible!

[jenny1]

that stinks! but you are doing the right thing! i can't believe you had the patience to be on hold all that time! i would have just called my CC company up and let them deal with the whole thing. I have only had a couple minor billing problems and I just call my CC and they immeadiately credit my account and then I let them do all the talking to the other company.

Originally posted by vieprivee
You may remember that Yves Rocher did not send me an order in a timely fashion, one ordered in January for Valentine's Day. Here is a follow-up to that problem, one I posted on another board because of similar problems others were having too.

I have been doing business with YR for 14 years(yes...FOURTEEN years) and I NEVER had a problem of ANY kind with them until my last order!!! I was (and notice I said WAS) one of their best customers, ordering from them multiple times a year and sending probably HUNDREDS of people to them through my recommendations and praises. BUT I no longer do business with them and THIS IS WHY!!

I mailed in an order on January 9th for Valentine's Day. It usually takes 10 days of so to get my order but when I had not gotten my order by February 10th I called them. I was on hold with CS for well over a half hour and was finally told that they did NOT get my order until February 2nd and it would not be mailed out until February 12th. I checked my credit card statement and I HAD BEEN BILLED on January 22nd for the order they say they never got until February 2nd. I called again on February 3rd, waited on hold for at least 45 minutes, and told them my story. OF COURSE they said it was impossible that I was billed before they got my order but it SURELY did happen! After talking to a supervisor, some 1 1/2 hours later, they said that they would credit my credit card and re-bill me when they mailed out the order. THEY NEVER CREDITED THE CREDIT CARD and DID RE-BILL ME when the order was FINALLY mailed out, or so they say it was mailed out. SO at this point I had two bills on my cc statement and no YR order and it was March 10th, two months after I mailed them my original order. I called them again, was on hold forever AGAIN, and they tell me that they had sent me my package twice and there must be something wrong on this end, maybe someone else accepted the package and I didn't know it? They told me that they can't send another package to my home address since I don't ever get them(FORGET the fact that they have probably sent me 15 packages in the past 3 years and they ALWAYS GET HERE) and they will call back in two weeks. They insisted that their CS would call me on a specific date at a specific time, in two weeks, to get another address to mail a THIRD package....had to wait the two weeks to do a package search with the USPS before remailing. Two weeks passed and I hear nothing, but a package arrived at my door in three weeks time, with my January 9th order. SO I GOT MY PACKAGE, ordered on January 9th, on April 24th. AND they were kind enough NOT to charge me S/H on this last package, as a courtesy because of my troubles!!! BUT OF COURSE I NOW have three bills on my cc statements for this one order!

I have protested the first two bills with my cc company and I will NOT pay them. I will pay the last one but I will NEVER again do business with YR. A SHAME since I LOVE their products and they are NOT animal-tested and are hypoallergenic too.

One other thing, THEY DID send me a free gift in February because my order did not get here in time for Valentine's Day. They allowed me to choose anything from the catalogue for free. I chose a wonderful perfume(Neblina) since they discontinued my vieprivee scent, also my name on the boards, vieprivee, since I loved this scent so much.

So regretfully I have to say goodbye to YR, not that I want to but WHO NEEDS this kind of aggrevation!!

Sorry this is so long but I DO HOPE this saga will keep others from having similar problems!!!


__________________

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Use coupon code QUARTERBACK to save $10 off of your first purchase of $50 or more at Half.com.

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Use coupon code BCD20-476915 to save 20% off of your jewelry purchase at ICE.com.

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[vieprivee]

It does not always help, but I try to put things in perspective. In the scheme of things, this problem with Yves Rocher is really VERY minor, especially when one is dealing with major crises in ones life.

I feel VERY sad about not doing business with Yves Rocher, wish there was a corporate office I could write to and explain my problem but I just can't locate one. MAYBE their North American HQ in Montreal needs a real shake-up to get them back on track, I just don't know. But their products are wonderful and I wonder if I will find a replacement that I like even half as much!?


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Use coupon code QUARTERBACK to save $10 off of your first purchase of $50 or more at Half.com.

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Use coupon code BCD20-476915 to save 20% off of your jewelry purchase at ICE.com.

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[mayfly]

awwww vieprivee ((((((((((((((((big hug)))))))))))))))) I am sorry you are going through such a rough time right now.

[3tbear]

What can I say??? It's too bad they couldn't get their act together. To be triple billed, there is no excuse for that. I've only ordered from them once, was lucky not to have had any problems. Thanx for posting about this. I'll stay away.

[sward921]

I have had one or 2 problems with Yves Rocher over the last 20 years or so and the address I was able to obtain to write to them is: 102 Pickering Way, Exton, PA 19341. Think it is still valid.