Hopefully this is coherent. I’m trying to share my experience as far and wide as I can to hopefully spare others the fury.
The product is good but not remarkable; I’m happy when I’m actually able to use it but I would have been just as happy with the use of a similar wagon. My dissatisfaction comes entirely from the customer service department. My experience is too long to overtly detail so I’ll summarize with bullet points:
The product is good but not remarkable; I’m happy when I’m actually able to use it but I would have been just as happy with the use of a similar wagon. My dissatisfaction comes entirely from the customer service department. My experience is too long to overtly detail so I’ll summarize with bullet points:
- Bought the most expensive wagon, never received shipping info. Thankfully I found out the day before when I called them to inquire and I was able to be home to receive the package and not risk my large purchase (shipped in a VERY obvious box) getting stolen.
- They sent the wrong wagon. After looking over their return policy, I realized I would probably be out my money for a whole month with no wagon, which I obviously don’t care for (but things like this can happen with small businesses). I reached out to customer service to get my shipping label generated ASAP and requested for the correct wagon to be shipped to me while the wrong one was in transit back to cut out some of this time; Wonderfold agreed. I had the wrong wagon in the mail an hour after they generated the label for me, but I received no communication on the movement for my correct wagon.
- I reached out on a Friday morning (they close for the weekend) asking 1) Is my wagon on the way? 2) Will someone ensure I get that tracking email because last time I didn’t and I’m worried about theft. The individual who answered the phone (Isabel, I believe) interrupted me before I could get both questions out and, as I result, I got off the phone having forgotten to ask about the email. I gave them until 30 minutes prior to the days’ end and phoned again, because I need to be able to track such an expensive package if it’s on the way. Someone else answered the phone (Daisy, I believe) who shortly transferred me back to Isabel who routinely interrupted with “as I said earlier” (she didn’t) and “Like I said the first time you called” (again, she didn’t, because I didn’t get to ask the question) language. Basically just your standard customer service “I think you’re stupid and annoying and I want you to go away but make it work-friendly” language which I didn’t appreciate because literally none of this was my fault and I spent a lot of money to just get completely shafted by Wonderfold at this point.
- I eventually got my wagon (still a month after purchasing, ridiculous). In the time since I flew with it and I had one safety part go missing and another incidental part get damaged. I called asking if I could pay to replace these parts and I was assured I could and told what they would cost, I just needed to email.
- email relay with this company is excruciatingly slow (it seems so many replies take 5-7 business days) so I was very clear in my email that I wanted to purchase the replacement parts and to please invoice me ASAP. Instead of responding with the invoice, they replied (a week later) asking if I would be okay to pay the invoice, and that once I confirmed I would be they would send me the invoice…
- I confirmed yet again I wanted to be invoiced. Another week goes by and I receive an email that my order is being processed. I replied saying that I STILL had not received an invoice and I would like to pay, please. They managed to respond with the invoice promptly. I’m told to expect my items about a week later on X day at the latest.
- X day comes and goes, so I wait another week and reach out asking where my stuff is. Apparently one item was out of stock until the next month and they were waiting for a restock. I said 1) why had no one told me? and 2) I need the in stock item to use my wagon, so I need Wonderfold to send it right away. It stinks that they have to pay shipping on a separate order but that’s really not my problem, I just need the items I need to safely use the wagon. Sometimes businesses have to pay a little “tax” when they can’t line up their stock like this. I (the customer) shouldn’t be punished for that. I was ensured they would pass along the request but they couldn’t make any promises, and with us going into a holiday weekend I wouldn’t hear from anyone until Tuesday but they promised a phone call or email would come to talk to me. I requested email. Neither came.
- I called again on Tuesday and, somehow, every time I call the lines are too busy so I YET AGAIN had to use an alternative form (email, instant message, or text). I chose text because IM wasn’t available. I texted with my order number saying my shipment was two weeks behind and I need it now. A day later I get a text back saying they’re processing it, is there anything else I need? I finally say I need a call now, because this company is incompetent and uncommunicative and I haven’t been able to use my wagon for over a month now because of it. They wound up calling while I was away from my phone, then texted to say that. I responded not long after that they could call again (I don’t know if it’s an outgoing-only number) but they never did.
- I received my shipping notification just a few minutes ago. Both items are in the shipment. I truly feel like they just avoided me and bled the clock until they could skip out on having to deal with two shipments, which is such bullshit. I pay for a premium item but I get Walmart service with it. Unbelievable. It’s no longer a “small business” excuse, but a careless one that will surely crash and burn if they don’t figure it out. Great products can’t survive terrible companies.
