Such a Good Website
with Such Inept Customer Service…
HerRoom
In my never-ending quest to shop at every lingerie store online, I found HerRoom a few months ago and just had to try them. They have lots of brand names and prices that run from reasonable to expensive. Naturally, I searched for reasonably priced items. There’s nothing like a good sale to get my blood flowing.
All looked so nice and simple but it wasn’t. I was disappointed by this site.
What Her Room Sells
This site sells bras, panties, thongs, sleepwear, shapewear, camis, sports bras and panties, bridal items, and maternity items. In essence, it is a lingerie site with a large variety of types and brands. They also sell a small selection of men’s Calvin Klein underwear, T-Shirts, and socks.
Navigation
The homepage is simple with a couple of young women in lingerie and several ways to search for what you are looking for.
You can click on the categories at the top: Bras, Panties, Thongs, Sleepwear, Slips, Shapewear, Camis & Tees, Plus Size, Sports, Bridal, Maternity, Sexy, Etcetera, and Men’s.
You can also search by brand, collection, best sellers, what’s hot, and what’s on sale. There are loads of other unobtrusive links on the site to search by almost any criteria you can imagine.
Even more than that, they have a bra finder on the homepage where you input your size and the feature, color, or brand (or a combination of those) and the site brings up appropriate findings.
Many links line the bottom of the page to information pages and specials.
They carry nearly 80 brands from Bali and Warner to Dolce & Gabbana and Casabella. If you have a favorite intimate apparel brand, chances are you can find at least some styles on this site.
Search or browse the many offerings. The photos are good and I like that they have a way to see how each bra will look under different styles of shirts. I have never seen anything like that and it really did help me to choose what I wanted. They have several views and measurements of bras — better than any site I have been to of this nature.
The descriptions are good and there are tips for what clothes to wear with each bra. The whole site is very consumer friendly and makes you feel at ease. I felt like I was getting the royal treatment when I shopped on this site. These people definitely know their stuff.
When you find what you want, choose a size and color combo, and add it to your cart. When you do, you will be offered matching accessories. You can opt to buy them or just ignore the suggestions.
At the checkout, if you have shopped there before, you will need to supply your email address other wise, you will fill out your personal details and supply a “secret question” and an answer, I guess, so no one can shop under your email address but you.
On the checkout page is a shipping chart. Shipping is free for orders over $75.00 and $5.50 or $8.50 for orders under that amount. There are several expedited shipping methods offered for a higher fee.
Supply your American Express, Discover, Visa, or MasterCard number and you are done. The confirmation number for your order is displayed and you will get an immediate email.
You will also get a shipping email. The theory is that your order will arrive in a reasonable amount of time and all will be right with the world.
My Experience
I was very impressed with the number or brands and styles of lingerie that could be purchased on this site. I had a great time searching the names I didn’t know well and seeing what they had to offer.
I purchased a total of six things and everything went smoothly. I got my shipping email a couple days after I ordered and was charged.
And I waited.
Around three weeks later, I received a package from HerRoom. It had three items in it.
I wrote an email asking what the status of my other three items was. I was, after all, charged for them.
I heard nothing back so I called and asked. I was told that the other items were being searched for in their warehouse and should be coming very shortly. I wasn’t thrilled with that answer but I figured I would wait and see what happened.
Two weeks passed. No communication. I wrote again. I received an email saying my order was “still processing”. WHAT? I paid for it and got part of it so I called again. I got a machine a few times then got through to someone.
This person acted like I was interrupting her TV watching or something. I explained the situation, gave my order number several times, confirmed my address, all that fun stuff. I was told they were STILL searching the warehouse and had no estimated date when my items would be shipped. At this point, I told the rep to cancel and refund that part of my shipment.
Seems simple but it wasn’t. She said I would have to return the other three products I got in order to get a full refund. Well, no kidding. I didn’t want a full refund. I wanted a refund for the items I never received.
Round and round we went. I asked for a manager and none was available.
After a series of heated emails from me and a call to the manager or whoever it was who said she was “in charge”, I finally got my refund.
I never found out if the three items I paid for ever showed up “in their warehouse” and I don’t really care.
I won’t go back there again. They wasted way too much of my time for something so simple. I think they don’t actually carry the items but they order them when a customer does. That doesn’t bother me as long as I GET what I order.
Customer service is rude. They wronged me, not the other way around. I don’t like being treated like a bother when my money and my satisfaction are on the line.
At one point, I was told that, because I would be under the $75.00 free shipping threshold if I canceled my missing partial order, I would be charged a shipping fee. Trust me, I fought that one all the way and won but their mistake should not have been my problem.
Shipping and Returns
Shipping is $5.50 for orders up to $49.99 and $8.50 for orders from $50.00 to $74.99. Shipping is free for orders over $75.00.
There are several expedited shipping options for different fees.
You can return UNWORN merchandise (with tags on) within 30 days or an exchange or refund.
If you received free shipping and your return brings your total below the $75.00 threshold, you will be charged a $5.00 shipping fee.
Exchanges are free to send back to you.
Contact Info
There is an online form you can use to write to them.
Phone: 1-800-558-6779
Mailing Address:
HerRoom
P.O. Box 671269
Dallas, TX 75367
Conclusion
This site has so much going for them from the neat way they show their bras to the many ways to browse to the volume of merchandise they offer. The shipping is fair and returns policy is standard and even a bit generous.
So where is the flaw? It is with customer service who is rude, ambiguous, and don’t make notes so that other reps can see what has already been said and done about an order.
Whether this site actually has a huge warehouse with all the products in it or they order the products when consumers make an order is irrelevant to me as long as I actually receive the items in a timely fashion.
In this case, the three things I got were fine and as advertised. The three things I never got caused me a ton of stress, wasted my time by causing me to have to write and call, and caused me anger because I wasn’t treated fairly.
As much as I like the concept and the variety of this site, I will never shop there again. I can get lingerie on a zillion other sites and I simply don’t need the hassle that HerRoom gave me.
Beware and shop with caution.
1 star. I can’t recommend a site that has such rude and nasty customer service reps and ones who send customers on a wild goose chase trying to find the items they paid for.
Until HerRoom gets its act together, I would avoid it completely.
Recommended:
No
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