I assume that they typically use pre-prepared "blurbs" to respond to people. And that the blurbs don't include an apology, and the rep didn't use one. OR perhaps the rep didn't think it was their fault, and took it out, or didn't include their own.
But, and this is coming from my old amazon CS experience, that sort of problem is very very likely something that isn't just messing with YOUR order. If the wrong color shoes are in the correctly marked manufacturer's box, that's going to be a big problem. And the warehouse people are probably going to have to get involved, etc etc. And if it's not just a one-off experience, it's going to go back to the manufacturer.
Therefore, sending you another pair right now might only make your situation worse, as it's quite possible you'd just get another brown pair.
So while I think she should have included a "sorry", I have to agree with not just sending out another pair, b/c there is probably research that needs to take place in the warehouse right now.
Just my opinion from a former CS rep at a completely different store.
Oh, and from a certain store from a certain themepark brand that many of us here love... THAT store would have made you pay to return the item, make you pay for the replacement, and if the replacement were also wrong, still not let you return it at their cost. At least that's been MY experience with problems on THEIR end! So there are worse customer service experiences out there...horrible, isn't it?
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