I've been a customer of West Coast Shaving for years. I even visited its store in Chino Hills before the pandemic. I found the workers there to be really friendly and helpful.
However, since the pandemic, WCS's customer service has gone to pot. I encountered issues with some items I purchased from WCS last year. One customer service representative (whom I believe I met in the Chino Hills store before) was friendly and did what she could to help. However, one of her colleagues (from the South Carolina store?) wound up jumping into the mix and provided poor service. I figured it was just a random one-off fluke.
A couple days ago, I noticed WCS had a sale. I placed some items in my cart and proceeded to checkout. WCS also sent me a coupon code that I tried to apply. I had placed just enough items in my cart to qualify for free shipping. But when I applied the coupon code, I no longer qualified for free shipping. I sent an email to WCS asking if I could apply the discount code and still and the free shipping. The friendly customer service rep (the one I believe I met in Chino Hills) replied that she would apply the discount code and free shipping to my order if I requested an invoice. Following her instructions, I did just that, and specifically itemized each item I wanted to purchase. To do this, I had to log in to my shopping cart on WCS and click on each item. Fortunately, this process also revealed everything I wanted was still available.
The next day, the Carolina(?) customer service rep replied that there was only one thing in my shopping cart that was still available. He then proceeded to write out the wrong product as what I wanted, in doing so, he listed a more expensive product I had not wanted. He asked if I still wanted to proceed with the transaction. This bait and switch upsell was not welcome.
Moreover, I logged back in to my WCS shopping cart and found that while two of the items I'd wanted were indeed no longer available, the other items I wanted were still available. I wrote back and informed him I checked my shopping cart and only two of the items were unavailable. Moreover, they became unavailable due to his delaying tactics, which upset me.
Rather than take responsibility for his actions, the Carolina(?) rep's reply was to say his earlier email indicated one of the items I wanted was available.
Needless to say, I canceled my order altogether.
WCS was a good little shop when it was based in Chino Hills. The customer service reps were friendly and helpful. After the store relocated to South Carolina, the service is no longer as stellar. While a few of the Chino Hills reps still work for WCS, good luck if you end up dealing with anyone other than them.
In the meantime, I think I'm done patronizing WCS. I had recommended the store before. I will not do so any longer.
However, since the pandemic, WCS's customer service has gone to pot. I encountered issues with some items I purchased from WCS last year. One customer service representative (whom I believe I met in the Chino Hills store before) was friendly and did what she could to help. However, one of her colleagues (from the South Carolina store?) wound up jumping into the mix and provided poor service. I figured it was just a random one-off fluke.
A couple days ago, I noticed WCS had a sale. I placed some items in my cart and proceeded to checkout. WCS also sent me a coupon code that I tried to apply. I had placed just enough items in my cart to qualify for free shipping. But when I applied the coupon code, I no longer qualified for free shipping. I sent an email to WCS asking if I could apply the discount code and still and the free shipping. The friendly customer service rep (the one I believe I met in Chino Hills) replied that she would apply the discount code and free shipping to my order if I requested an invoice. Following her instructions, I did just that, and specifically itemized each item I wanted to purchase. To do this, I had to log in to my shopping cart on WCS and click on each item. Fortunately, this process also revealed everything I wanted was still available.
The next day, the Carolina(?) customer service rep replied that there was only one thing in my shopping cart that was still available. He then proceeded to write out the wrong product as what I wanted, in doing so, he listed a more expensive product I had not wanted. He asked if I still wanted to proceed with the transaction. This bait and switch upsell was not welcome.
Moreover, I logged back in to my WCS shopping cart and found that while two of the items I'd wanted were indeed no longer available, the other items I wanted were still available. I wrote back and informed him I checked my shopping cart and only two of the items were unavailable. Moreover, they became unavailable due to his delaying tactics, which upset me.
Rather than take responsibility for his actions, the Carolina(?) rep's reply was to say his earlier email indicated one of the items I wanted was available.
Needless to say, I canceled my order altogether.
WCS was a good little shop when it was based in Chino Hills. The customer service reps were friendly and helpful. After the store relocated to South Carolina, the service is no longer as stellar. While a few of the Chino Hills reps still work for WCS, good luck if you end up dealing with anyone other than them.
In the meantime, I think I'm done patronizing WCS. I had recommended the store before. I will not do so any longer.