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Service Encounter : Online Shopping

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Service Encounter 1
ETSY (Online Shopping) UK

I used Etsy to purchase an antique pocket watch for my mother, for mother’s day. On the product page, I was informed that I would receive the product in about five to six business days – which I thought would be perfect as it would arrive in time for mother’s day.
I hadn’t used Etsy before so I had nothing to benchmark my experience against. I know a lot of people though who have had experiences ranging from excellent to disastrous.
It has been a week since my package was supposed to have arrived, so my experience was not off to a very satisfying start. I called customer service to inquire about my unfulfilled order. I was put on hold for what seemed like forever till I was finally put …show more content…

Disappointed and extremely angry, I once again called customer service and was again put on hold. Finally I was put through to the person who was going to help me with my problem he was also very apologetic and informed me that I could send the product back with a small shipping fee and that I would be refunded for my purchase if I so choose. I thanked him for his help and hung up – now extremely frustrated. Deciding that the hassle was not worth it I sent in an angry email depicting my ordeal to the people at Etsy in hopes that this will be remedied and other customers will not have to endure the things I had to.
All in all, I would say that my experience purchasing from Etsy had been rather disappointing. The customer service was wonderful and very helpful but the shipping and the product itself was handled very poorly. At the very least Etsy should have made sure that their products were in good shipping conditions, they should have also made their refundable policies more convenient for the customers as this seems to be a usual occurrence.

I had to spend time like days to come up with a suitable gift to give to my mother on a special day that ended in total loss of time and desire product not being delivered on time
As a service provided the company should have a team to keep in check what product needs to be delivered to a person, people having taste in vintage and handmade items are very concerned about the right thing being

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