An open letter to Totsy

I have just completed the most disappointing web transaction so far. I have on occasion ordered from Totsy and the sales model does tend to lead to very slow shipment cycles. On December 3rd I got an email for the site promoting a group of items and “get it by Christmas” so I made a large order. Now usually I would not have put all of my Christmas “eggs” in one basket but it was guaranteed Christmas delivery and it was only Decmeber 3rd my estimated delivery date was Dec 17th so all was safe right???? Ummm not so much.



When December 18th and passed with no package or email about a delay I contacted Totsy and my journey through web retail hell began.



Day one 9am

So I called the customer service line and waited half an hour or so in an ominously silent hold zone broken only every 5 minutes or so by an all reps are busy message. Unfortunately you never are quite sure if you are on hold or have been disconnected. Finally a very nice customer service rep came on who really seemed to care she was looking into my order when the ominous silent hold zone dropped and I was disconnected from the only person at Totsy that seemed to care about a little girls empty Christmas tree. She did call back unfortunately I had to run to a meeting so I missed the call.



Day one 2pm

I finally had an open timeslot so I called back. I got the same fabulously caring rep who was so apologetic of the situation and really seemed to be trying to fix it. She told me that my items were being inventoried and that they would be shipped expedited UPS so they would arrive in time for Christmas. I was so happy and I thought hey maybe someone other than Amazon.com really can actually successfully run fulfillment. She said to call back the next morning to confirm that everything had been shipped, and if for some reason it had not been shipped I could cancel my order so I would not be charged.



Day two 9am

I called back but had to leave the ominous hold zone after 45 minutes to run to a meeting.



Day two 12pm

I called back and waded through the ominous hold zone and finally got a rep. Not the kind caring rep from day one but a very angry bitter woman who said my items had shipped but she could not tell me how, or a tracking number or an expected arrival date. Since they had shipped there was no way I could cancel or get a refund. When I asked to speak to a manager she said the manger was not in. (I will not go into what kind of sales company does not have a CS manager, supervisor or lead in during the busiest shipping time of the year.) I ask to speak to the rep I had spoken to on day one and I am told she is on another call but there is nothing she can do either. When I ask well what can I do she said I can call back tomorrow (day 3) and someone will be able to help me then. I ask what can I do if my items do not arrive by Christmas as promised she said I could refuse the shipment and when they get the items back I can request a refund. When I ask again to speak to the rep from day one she sighs and sends me back into the ominous hold zone again. Then when she comes back on she says my tracking info will be available at 4:30pm so the log on to the site then.



Day two afternoon

I turn to Facebook in hopes of getting some help. A Totsy social media person responds and promises a rep will contact me…. NOTHING. Send an email to CS in hopes maybe that group will be more helpful that the phone rep from today. NOTHING…..



Day two 5pm

4:30 comes and goes with not tracking information.



Day Three 9am

Still no tracking information or contact from Totsy as promised by the Social Media rep. So I journey back to the ominous hold zone (only 15 minutes today so better!) Todays rep tells me that there was a mistake in the warehouse and my order was sent USPS not expedited UPS so it will not be here in time for Christmas.



Please help make this right. My 14 month old has just learned about presents she loves opening them and everyone else will have presents under the tree. Please you have the items in stock you can send them next day Saturday delivery and they will make it in time for Christmas. Don’t let a little girl be the only one without her toys under the tree and with only an orange in her stocking. There is no time left to shop for Christmas, I trusted your company for 3 days after I should have just given up and gone shopping on my own. Please don’t let this little girl down.


Order number #100476985