We’ve been wavering on whether or not to buy a stroller for the few months of baby’s life. I know we’ll want to have a stroller eventually, but Marc is all about the “baby wearing” movement (without even knowing it!). He wants to wear the Organic Ergo Carrier we got for Christmas, and I’m looking forward to putting him in the sling for easy breastfeeding in public. The stroller seems like more hassle that it would be worth at this point.
But then there are the Stroller Fit classes that I’m already counting the days until I can start going. And there’s the plan that Marc and I will run the Seattle Half Marathon in November … making a jogger-type stroller a necessity. So, I started shopping around. There aren’t many eco-friendly options of strollers. Baby Planet offers a line of strollers that benefit the Wildlife Conservation Society, and they have a really nice recycling program, but they didn’t have a one of the “all terrain” varieties that I was looking for. I opted to go with the Phil & Ted’s Sport Buggy. At $450, it’s an investment for sure. But, it is one of the only strollers I’ve found that accommodates a second child with only buying a second seat. If we decide to give baby a sibling at some point, we wont’ have to buy an entirely different stroller. Plus, it’s one of the few jogger-type that accommodate a newborn without a car seat adapter.
I happened to find one of the highly coveted Phil & Ted’s on sale at TheRightStart.com on sale for $385. I decided to pull the trigger. Then immediately had buyer’s remorse. I placed the order last Thursday evening. I called the customer service line at The Right Start Friday morning. No one answered. There was no option to leave a message. I called back every hour for the entire day – same story. I emailed customer service to ask that my order be cancelled. No response. I emailed again.
On Monday I received a shipping confirmation. I tried to call again. And again. I emailed again. And again. 4 days and not a single ounce of customer service was extended to me. When I finally did hear back from customer service, via email, in response to my cancellation request they said, “I’m sorry we were unable to cancel your order.” End of story. No, “we apologize … we’ll recall the shipment” … nothing. It also turns out that I was charged $35 in sales tax, because there was a store in Seattle … which has since been closed. When I told the customer service rep about this, she simply stated that she would not refund the sales tax. Even though they do not have a presence in my state anymore, they are still going to steal sales tax from me. Super.
I exchanged a couple more emails with the customer service representative over the next two days about how disappointed I was with their service. The response? We are going through layoffs, and I’m the only customer service person so there will be delays in my responses. Still, no apology, no offers to remedy the situation … nothing.
I spent over $425 with this company and they couldn’t even bear to be friendly to me. I am tempted to refuse the UPS shipment today and send it back … but given the crappy service I have already received, I’m not sure they would refund my money! There is a reason The Right Start is laying people off … they obviously do not value customer service or providing people with a valuable shopping experience. I’m not one to rant and rave about poor shopping experiences, but this one was exceptionally bad and I would HIGHLY suggest that no one try to order online from this company … they are not equipped to do a good job or serve your needs.