Teavana's unacceptable online service
I’m amazed at how bad of an experience it is trying to order a few teas online. Last Thursday (10/25) I opened an order and expected it to ship quickly. By Monday my order still had not shipped. I sent an email and learned Hurricane Sandy had caused some delays. That’s reasonable, so I asked for an ETA.
Two days pass, no email response. I send another email saying “I’m sorry, my order was time-sensitive. I understand the problems Sandy has caused, but can you please cancel my order since it hasn’t been processed yet?”
Another day passes. I send another email. Then another. Then another. Then another.
Here we are, over a week later, I long ago reordered teas and tins from Adagio and am more than happy with their service, and they were very open about communicating with me through Sandy and when I could expect my order, and still getting it out of their NJ warehouse in a reasonable time. I appreciated that.
Still no response from Teavana, and SEVEN emails and an unanswered phone call.
My order just shipped, a week and a half later. I guess when it arrives I’ll just take it to a location and return it all.
I’m honestly pretty appalled how badly a company can treat its customers.
Oddly enough I had the same problem this past week. I’m guess Sandy really messed things up. I order online from them ALL the time and never have a problem with tracking and such.
I had a notice of shipment but when I went to UPS it said the number didn’t exist. Only when I finally checked it Thursday night did it exist and say delivery for Friday. I was so shocked because I thought the shipment had been created but it was never sent!
They did ship the order out in the normal 2 days or so though.
I’m not sure they’ll let you just return in the store because with the tea they don’t allow returns. Other items you shouldn’t have a problem, but be prepared that they might only offer store credit.
You’d probably have better luck calling during business hours to get it cancelled OR when it arrives – declining the package altogether.
They should allow tea returns – it’s a part of their satisfaction guarantee, according to their website. Just need to return your unused amount within 90 days with receipt.
Really, I’m just upset of the lack of communication. It isn’t hard at all to send out a mass email to your customers noting the delays that Sandy has caused, and that the orders will be shipped out when able. In my case, it took 2 emails to find that out. And then I never once got another response or return call from them.
This is my first experience ordering online from them.
That sucks you had such problems. I ordered from them the week before and order to ship time was about two days without hassle. I agree an e-mail would have been better.
You should be able to return anything – tea or hardware – to the store without problems. Although I’d still try to contact headquarters to see if they can offer something else.
Just googled Teaopia to see if I could figure out which teas were theirs and saw Teavanna’s Canadian site offering 20% off orders with code 20OFFNOW. I wonder if that will work on the US site too.
I think their promos are different in the states. Haven’t tried, though. I do have a $5 off $35 coupon.
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