My complaint:
Hi,
I would like to lodge a complaint with regards to my order – VANSSG000032729
I placed the above order on 3 February 2024 – a total of 8 items. I received a call from Vans Customer Service Officer – Wilstan on 6 Feb 2024 to inform me that my entire order was cancelled as ALL my 8 items are OUT OF STOCK. As this is hard to believe, I questioned Wilstan and reed on the items that are out of stock as I checked on Vans website and most of the items he claimed Out Of Stock, are actually Available!
He said he will check and will get back to me on this.
Wilstan called back around 10 minutes later to apologise and mentioned that he got it all wrong. It is actually only 1 ITEM that is OUT OF STOCK and not all. I was glad to hear this as most of the items are for birthday gifts and I really need them on time.’
I then asked Wilstan to that the rest of the items are available and will be delivered to me. Wilstan replied – YES!
Yesterday on 7 Feb, I realised that the order was not delivered as scheduled and decided to call Vans Customer Service Hotline.
Wayne attended to my call and checked based on the Order ID above, ed that my order was cancelled! He claimed that Vans is unable to proceed with the rest of the items since 1 item is not available. What?????
Wilstan ed my order will be delivered and Wayne ed it was already cancelled.He kept on saying that there is nothing that he can do on this matter and I will need to liaise with Wilstan only when he is back from his leave.
Surprisingly, Wilstand called me yesterday 7 Feb around 5pm to CONFIRM THAT MY ORDER IS ALREADY CANCELLED. Apparently he is not aware of this or clearly it is just him to give the wrong information to me, EVERYTIME.
Vans Department – Are you seriously kidding me??! I had all the wrong information conveyed to me right from the beginning! And now, when I need all the items to present them for gifts, I am at a loss. With no updates from Vans to inform me that my order has been cancelled. refund of my money, etc.
When I checked the website to place another new order, most of the items were already unavailable, or not the sizes that I wanted.
With this, I am making a (CASE) and (POLICE) report against Vans on your unprofessionalism, no updates on refunds, and all the inconveniences you have caused me. I will also escalate this matter up to a higher department for them to look into this case seriously.
Regards
lindah
Suggested solution:
Send all my items ASAPP.
