You might want to refer to the The Value of Testing Your Shopping Cart (or DSW Sucks) to catch up with this drama, and be sure to read the existing comments.

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So, I wrote “Kelly” after responding to her post. No response, other than an automated verification that she read my email. I waited a week. No response. I wrote her again, asking if she posted on Style & Angst just to make DSW look good. Though she read the email almost as soon as she received it, she waited until the next day to respond to me with an apology, an explanation as to the shopping cart issue, and the promise of a $25 gift card that she would have “Hernan” send me so I could use it right away. Apparently “We would love for you to have them” actually means “We would love for you to buy them but we’ll give you something off so you’ll shut up about DSW.”

I waited through the afternoon and evening for the “gift card I could use right away.” Nothing. The next afternoon the gift card finally showed up and an hour later I received an apology from Hernan stating, “I wanted to apologize to you for the delay in your $25 DSW gift card. Please know that we value your business and would like nothing more than a chance to win back your confidence in DSW’s shopping experience.”

So, let’s see… I spend a couple hours of precious time shopping on DSW that are completely wasted because their cart doesn’t recognize PA as being part of the United States. I complain about this on my own blog and Twitter. One of their reps jumps to respond and tells me that to make it up to me she would “love for me to have” one of the pairs of boots I was trying to purchase. When I respond to her at *her* request, she ignores me for a week. Actually, she ignores me for a week and until *I* write her a second time. Then she attempts to placate me with a $25 gift card (quite a bit different from what one would assume “we’d love for you to have them” means, doncha think?). Then there’s a delay of yet another day before they even get around to sending me that. And they think they are going to “win back my confidence?” I’d laugh hysterically if I didn’t find this meaningless sound bite as pathetic as I do.

DSW? FAIL. You can delete my $25 gift card, I won’t be using it.

So in conclusion, I stand by my original opinion… don’t shop at DSW, they wouldn’t know customer service if they stepped in it.

Filed under: Angst