Paula Young customer service

You know what - I’m fairly convinced now that there are a few online wig order companies that need to better get with the times.

Here’s the latest quirk, courtesy of Paula Young wigs. So last Sunday, 4 days ago, I made an online order and two things were off. First I got a shopping total that indicated I’d been charged about $10 shipping, despite the website proclaiming free shipping on all orders. And then I made the mistake of slipping the wrong thing into my shopping basket. I realized my mistake not long after finalizing the order, but I figured that by communicating with the company immediately I could correct this - I had meant to choose another item for the same price so all that was necessary was a simple order substitution and no need to change my credit card charge (except for that unanticipated shipping extra). You know how it goes with most online companies - you make an order online but if you make a mistake you can still email customer service or call to make a change before the order gets shipped. We are human beings after all and things go awry online.

So I fired off an email to Paula Young’s customer service only an hour after my online order about my problems with the unexpected shipping charge and the wrong item I put in my order. Well I hear nothing whatsoever until today (4 business days later) I finally get an email response that says “We apologize that the order was shipped before we could remove the shampoo. The shipping was removed when we downloaded your order.” Shipping charge corrected, but what about the wrong item I notified them about 4 days ago?! So I call customer service at Paula Young, and guess what? The rep I spoke too says the order has not shipped - it’s sitting in the system waiting to get filled…only get this, they can’t (or won’t) change my order at all. And this is for a non-wig accessory mind you, so it’s not like they are acquiring or making a wig for me overseas. Basically this is just an electronic order on its way to their warehouse, and they are unable or unwilling to make a simple product exchange for me because their system supposedly does not permit changes after the order is made online, according to the rep. I guess Paula Young’s excuse to the customer to cover up this weirdness is that the order has already shipped. Nice try, but your rep told me it hadn’t even been packed yet and that I shouldn’t expect it to arrive for another few weeks. Puh-leeze! I’m not amused, nor do I relish getting an item I didn’t want some weeks from now, knowing that you insisted packing it after I expressed twice beforehand that I didn’t want it.

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