Customer Service

I had a grand idea for a Halloween costume. All I needed was a good base to build on (and some help with the sewing) and I'd be set. The likelihood of me finding said base at a thrift shop was minimal, so I took to the internet and found a reasonable price from Milanoo. I placed my order on October 19 and paid extra for shipping to ensure that it would get to me before the 31st. Their shipping estimate was the 28th at the latest. My order didn't get to me until October 31st at around noon. Clearly not enough time, especially since I was really hoping to have it for zombie trivia on the 30th. As I actively decided to pay extra for the shipping and I didn't get my order until after the date they advertised, I felt I was in my rights for at least a refund on my shipping costs. The following ensued.

First Contact:
I placed my order on October 19 and it shipped on October 22. Even with the 3 days it took to process my order and get it shipped, it still hasn't arrived in the time advertised. It's been nearly 10 days since I placed my order, three over the 5-7 in the order. I paid extra money to ensure that it would be here within that week and your company has failed on that contract. As it stands, the least you can do is refund my shipping costs as the shipment falls outside of the cheaper option, as well.


Response:
We have shipped out your package since 2011-10-22 17:07:10 via FedEx.
You may track your package with the number 503130307034  with the link http://www.fedex.com/us/.

For we have turned over your package to the shipping company then the delivery is out of our control .
We beg for your understanding and please do not worry about it, they will delivery your package to you later.


Please feel free to contact us if you have any further questions.

Thank you again for your support




The link they gave me offered no information about where my package was or anything useful. Just that I ordered the item and that it shipped. And even though it shipped from the UK, you get the sense that perhaps their customer support isn't a native English speaker. I sent another complaint restating my case. Unfortunately, their response copies my original message and not the follow-up, so I can't repost it for you.


Second Response:
We are sorry about the delay.

But the fact is that we have shipped out your package on 2011-10-22 17:07:10 as we promised to you on the confirmation email after you placed the order and it just because for the FedEx promised to us that they could delivery your package to you in 3-5 days that means you could receive your package before the Halloween!
We are not to get rid of our responsibility.
We just want to explain the reason why you have not received your package on due time.

As for we have the direct relationship to you, so we would like to lessen your loss by offering you the discount code which is offered to VIP of our website to you for making up.

Is that OK to you?
Please feel free to contact us if you have any further questions.

Thank you again for your support

With best regards




I was getting tired of them trying to pass the buck to FedEx. They didn't mention that they'd be using FedEx and as far as I was concerned, my contract was with them. If FedEx screwed up, that was between Milanoo and FedEx. I paid an extra $12 to get my order and I wanted it back. I didn't want to continue doing business with Milanoo. I flat out refused the discount in my response (which is probably best that I can't reprint here because their final response makes me feel a little bad that I commented on the syntax of their responses). I also commented that I thought they were being dismissive of me, especially when I was told, "do not worry about it, they will delivery your package later." On the plus side, I love that they referred to it as "the Halloween" and may start doing that regularly.


Third Response:
OK, we apologize to you for the dismissive attitude and the syntax for we are not the native English speaker so we have no idea that the words has offended you .
We apologize to you and will refund you 11.74 USD for the shipping fee.
Please feel free to contact us if you have any further questions.

Thank you again for your support

With best regards




Maybe it's just me, but it really does feel like I insulted them. However, I was getting increasingly annoyed with them and since the customer service phone number was from the UK, I didn't want to have to call it to get my point across. I am greatly amused that from "Please feel free..." to "With best regards" is clearly a form closing and written by someone with command of the language. It's a little jarring reading their response and continuing through to the end. Like when people start speaking English in a foreign language film: "Hey, I understand that!" 


Finally, a propos of nothing because I didn't ever want to experience Milanoo again, I got the following:


Thank you for shopping with Milanoo.com.
I am following up regarding case number 00079349 of your inquiry.
It's been 48 hours since our last email and we have not heard back from you yet.
Please kindly reply to us if your problem has not been solved.
The case will be closed after 24 hours if with your kind confirmation for no further feedback or response taking on.
A survey may send to you for your precious suggestions and how we act in the service after the closing of case.

Sorry to bother you!

Many Thanks and Best Regards!




I don't know why they felt the need to send this as I got what I wanted. Why would I respond to them after that? I do like that they may send me a survey for my "precious suggestions," though.


Incidentally, this is what I got: