293 views
0 comments

Below is my tale of woe concerning an order for one pair of jeans that the Levi's online store just can't seem to get right. Can you help, or spread the word? I've emailed everyone I can think of at Levi's including their media department, customer service, SVP and Chief Communications Officer Kelly McGinnis, even the CEO.

The really good part is below the signature line, where I copied one of my online exchanges with them. Unfortunately, I didn't copy the line that said, "Thanks, and have a great day!" They are idiots.

Here's the email:

Dear Levi's

Iโ€™m writing about order numbers 601124**** and 601115****, and reference number 00925220. Oh, and chat session number 238****. There was another chat session in there, but foolishly, I didnโ€™t think I would need to write down the number.

All of these numbers are for one pair of jeans I ordered online on March 17 and have yet to receive. When I called about the first order, a pair of 501 Ct jeans on sale, the person said the order was never filled and that it had something to do with difficulty getting the jeans from China (which would probably not be terrific PR for you). She canceled the order then told me I would have to pay full price for the jeans but could get a 20 percent discount, which I took. But why didnโ€™t she just fulfill the order since the discount and the sale price were practically the same?

No matter. I waited for a confirmation email on the second order which never arrived. When I called again, the phone operator offered me a discount which I took, then said Iโ€™d hear from you within 48 hours.

That didnโ€™t happen. So I got on a live chat with somebody who was COMPLETELY ineffective (transcript below.) By now Iโ€™m really angry with Leviโ€™s and am ready to spread the word far and wide that your online order system is unreliable, and your customer service, though polite, is patronizing and aggravating. What else is disappointing is that youโ€™re a San Francisco stalwart. As a bay area resident, that bums me out.

P.S. On researching your online order fulfillment, I see by other complaints I have lots of company.

System: Thank you for contacting Leviโ€™sยฎ Live Chat. We will be with you in just a moment.

Judy XXX: Initial Question/Comment: I have been trying to get a pair of jeans and my order has been messed up several times. I was supposed to hear this morning about the status of my order. Reference number is 00925220. Where are my jeans?

System: Nancy C. has joined this session!

System: Connected with Nancy C.. Your reference number for this chat session is 238****.

Nancy C.: Hello Judy

Nancy C.: I am Nancy Charles.

Judy XXX: Hi Nancy. What's happening with my order?

Nancy C.: Please hold while I bring up the number and look. I am sorry,

Judy XXX: What's going on?

Nancy C.: I am sorry, please hold 2-4 minutes while bring your order up.

Judy XXX: I've been holding for five minutes now.

Nancy C.: Can you verify that number for me

Nancy C.: I am sorry. The computer system is running slow. If I could I would certainly change that,

Nancy C.: Never mind, I am using the order number.

Nancy C.: There are several notes on this order, I need see what is going on

Nancy C.: Okay so you talked to somebody yesterday at 4/21. it appears the your order is being looked at by corporate waiting to an update.

Judy XXX: Actually it was Tuesday. Why is this taking so long?

Nancy C.: 4/19, and 4/21 there are notes.

Nancy C.: Please hold while I attempt to speak to a supervisor. If I am unable to reach 1, I recommend you call and speak to someone directly.

Judy XXX: This is terrible.

Nancy C.: Rather than going back and reading all the notes, making you wait longer, what is it that happened and what are you waiting for?

Judy Zimola: What is the problem????? Read the notes! That's your job!!!

Nancy C.: Please hold Juday, 2-5 minutes. I am currently waiting for a supervisor to see if they can assist you. However, it has already been directed to corporate.

My name is Judy. There is no "A" in my name. I've been holding with you for about 20 minutes now. Forget it. This interaction has been copied and I'll talk to somebody higher up.

Reason of review: Order processing issue.

Location: San Anselmo, California

Do You Have Something To Say ?
Write a review

Comments

chat-icon

Please avoid publishing any personal information and promotional content

You will be automatically registered on our site. Username and password will be sent to you via email.
Post Comment

Levis Reviews

  1. 117 reviews
  2. 45 reviews
  3. 30 reviews
  4. 18 reviews
  5. 16 reviews
Levis reviews