The Lovelies

Saturday, 11 May 2013

A Fancy Rant: The Sequel

Well, Fancy. What can I say? WTF? WTH? Here we are again. My first rant wasn't enough. So here's the sequel. Mere days after receiving my 2nd Coco Rocha Fancy box, I received yet another invoice from Fed-Ex, charging me the same amount as last time from the sender (you guessed it) Fancy. Instead of getting raging mad, I sent them a polite email:

I have been sent another bill by Fed-Ex charging me $16.46 again for the delivery of my latest Fancy Box. I have attached the invoice. This is getting ridiculous. Is your company doing anything to solve this problem? And It is not just happening to me. Along with my fee refund, which I have to again inconveniently go out of my way to pay, I wish to cancel my subscription to the Coco Rocha box. I signed back up on May 1st or so thinking that things have changed and was looking forward to the May box, but I was wrong. Cancel my subscription and refund the amount. I want my money back. This experience is definitely not worth the hassle.

Simple, pretty concise if I say so myself. They respond with same old vague, run around courtesy that I've become accustomed to. 

Thank you for your inquiry.  This was a mistake made by FedEx.  The customs charges should have been charged to us and not you.  We have refunded you for the charges.  Again I am very sorry about the inconvenience caused.  Please allow 3-5 business days for these funds to appear on your card. We thank you again for using Fancy.

You're welcome? Notice nothing about my subscription being cancelled and refunded. I also took note of the fact that they put the blame on Fed-Ex. Really? Lisa at Girl Meets Box (awesome blog, please check it out) spoke with Fed-Ex and claim that the sender checked off the box that the fees are to be charged to the recipient. And the sender is....Fancy. Hmmm. Before finding that tidbit of info, I was wondering, they have been assuring Canadian customers for months that they will not be charged extra fees. So shouldn't this problem have been resolved by now? Hmm, fishy, fishy.
I also think that they must skim through emails fast or maybe not read them at all because I've had to send emails repeating my questions. 

Is my Subscription cancelled as well? I want that refunded too. 

I decided to just write short sentences and get to the point, hoping it would improve the situation. Their response:

We are sorry to hear that you wish to cancel your Fancy Box subscription. This is a confirmation that you will not be billed in the months going forward. We’d like to thank you for your business and please let us know if there is anything we can do to improve our service going forward. 

I almost laughed at that last sentence there. So many suggestions, I don't know where to start. Notice how it says nothing about refunding me this month's charged. Just that I will not be charged next month and then on. WTF? Can I get an answer here? Can I not just read? Is it me? Yet another email for me to write:

Does this mean the charge from the beginning of May when I resubscribed has also been refunded? I want that money back as well. I do not wish to receive this month's box. 

And yet another answer, just as vague as the last:

Thank you for your inquiry.  If you cancel within 10 days of your last payment then you will automatically be refunded for the Fancy Box.

I'm beginning to think that they have a cut- and -paste approach to answering their emails. They must have a set of answers they are allowed to write. 
So my response:

A simply yes or no would have been a better answer. I see that I paid May 2nd so I should be getting my money back. But I know this email will barely be read and skimmed over. This is evidenced by the numerous emails I've had to send regarding the same questions.
And you can improve your business by learning some actual customer service skills. Vague, automatic answers are not the way to go. I've become so accustomed to your appalling customer service that I know I can probably write just about anything here, because it won't get read.
Also do not blame Fed-Ex solely for these mishaps as I'm not the only one this is happening to and Fed-Ex only follows what the sender (that's you, Fancy) requires. 

I stopped short of insulting reading skill level or anything. I just want answers in plain English! I guess I am asking for too much. 
And finally an actual answer:

Thank you for your inquiry.  Your were refunded for your Fancy Box.  Please allow 3-5 business days for the funds to return to your card.  You will no longer be charged or receive your box.  We are sorry to see you leave and thank you for using Fancy.

My gosh! Did I really have to write that many emails to get the answer I wanted? In the Fancy world, the answer is yes. Did they answer my other questions? No. But I'm through writing them for today. All I can do now is share my experience and save others the headache. So done with Fancy.
DO NOT SUBSCRIBE unless you enjoy hassles and crap customer service!


  1. Hey Gen,

    That is beyond enraging! I am so sorry you had to deal with that. For me, I've ordered quite a few Fancy Boxes and was never charged this extra fee except for that one time. When I found out it was Fancy who was responsible for this mistake, I summed it up to whomever is handling shipping is just not filling out these forms correctly. I don't know why they also couldn't just give you a more straight forward answer either. Unfortunately I've also had to request a refund from them more than once and it was handled quickly and efficiently. Yes, I would be just as upset as you are. What an inconvenience to say the least! You're right, it is not worth the hassle, so for us Canadians is just best to not subscribe.
    On another note, Thank you very much for the shout-out! I appreciate the blog love! I really enjoy yours too!!!

  2. Oh my goodness, I cannot believe what poor customer service that is! It's a shame you didn't get your money back, but at least it's all done with now!


Thanks for stopping by. I do love reading all your comments and try to respond to each and every one!
Thank you, Lovelies :D