Avoid buying from Blu Betty Authentic Leather Company

 Hello Madeleine
 
You ordered and paid for the following pairs of shoes on 15 December; Taya Black 5, Dapper Gunmetal 5, Pippa Black/Bone 5 and 2 x Sophia Gunmetal/Latte 5’s. Because of this the website would have calculated a double shipping cost – our shipping model works on one shipping cost for every 4 pairs of shoes ordered.  Because of the double shipping cost which you paid for at the point of ordering, your order was due to be dispatched in 2 parts. On 15 December, Blu Betty received an email with a request to invoice you for one of our leather creams. This invoice was sent on 17 December. On 19 December 2018 we dispatched the Taya Black 5, and the 2 x Sophia Gunmetal/Latte 5’s. Rather than hold up the dispatch of your entire order around the payment of the leather cream, we thought it best to dispatch in part so that all efforts would be made for you to have at least part of your order in time for Christmas. Blu Betty notes that at this point, contained within your notification of dispatch, advice of exactly which shoes you could expect would have been in order. On 20 December, Blu Betty sent a reminder email as payment for the leather cream had not yet been received which was holding up the dispatch of your remaining two pairs of shoes.  On Friday 21 December you emailed Blu Betty to advise that your Taya Black 5 was not included. Kristen responded offering an explanation around the dispatch of your order in “two parts”. Blu Betty notes that at this point, you were advised that the balance of your order had been dispatched. However, upon further investigation, this was not the case as payment for the leather cream was outstanding. You responded via email querying why you received 2 x Sophia Gunmetal/Latte 5’s instead of the Pippa Black/Bone 5 that is outstanding along with your Taya. Kristen responded via email asking for your mobile number to confirm the status of your outstanding shoes with you.  Shannon Symons took it upon herself to dial your office landline number and was put through to you – there was no answer and the call was returned to your switchboard. Shannon confirmed your mobile number with the receptionist and tried to get hold of you on your mobile. You did not answer the call, at which point Shannon sent a WhatsApp voice note stating that she was trying to reach you. You phoned back later and Shannon took your call. At this point, Shannon explained that you had ordered and paid for 2 x Sophia Gunmetal/Latte 5’s as well as the 2 x shipping fees and offered further explanation around the dispatch of your order in part coupled with the payment outstanding of your leather cream. You asked for the remaining 2 pairs of shoes to be dispatched and Shannon stated that we would this would be done on Thursday 27 December when our office reopens.  I tried to phone you earlier and have left you a WhatsApp stating the same. Blu Betty has made special provision for the dispatch of your remaining 2 pairs of shoes. Also in the parcel, is the UNPAID leather cream as well as the pair of exchange shoes that you have since requested via email. Given the circumstances, our exchange policy has been completely relaxed and the exchange handling fee waived.  Whilst we have indicated where we could have done better, we feel it is important to respond and draw your attention to the fact that it is our client’s responsibility to ensure that the correct styles are ordered as well as quantities. We have many client’s that order multiple quantities of the same style and size shoes, corporates included. It is unreasonable to expect Blu Betty to know that you had made a mistake with the quantities. Further, you had paid for your order which indicates that a quantity of 2 was required. Notwithstanding the aforementioned, when an order is placed online with Blu Betty, you get an order confirmation and a FreshBooks invoice via email - providing you with 2 occasions to check your order. The onus is not on the retailer to check orders placed. We feel that it would in fact be rude to question our clients on this basis and shall not be doing so going forward.  Furthermore, we strongly refute the fact that paid orders are not dispatched to our clients – Blu Betty began its journey in 2014 and since the company’s inception there has not been a single instance where a paid order has not been dispatched. Your order for your shoes was in fact, complete in one week as opposed to the quoted-on lead time of approximately 6 weeks because your Taya Black 5 required manufacture. Had your leather cream been paid for, there would not have been any delay in the dispatch of the balance of your order.  In closing, we pride ourselves on our transparency and commitment to service delivery and as such have made all efforts to resolve any arising issues around this order.  We trust that Mrs Truter will be happy with all of her Blu Betty’s.  Many thanks,
Shannon Crawley.