Lousy customer support on the July drop for this item.
I placed order, received confirmation at that time.
MD the notified me on 8/24/2017 that my size/color was" backordered by the vendor."
After a few emails, we confirmed that I would change color on my order and they'd ship me the item in black/white.
Today, 8/29/2017, MD tells me they've cancelled my order because I supposedly failed to respond in time.
I forwarded them the email chain containing all prior communications and then got a BS reply from a different MD rep who claims "FTC compliance" was the reason they cancelled my order. Quite frankly, MD screwed this up.
I have copied the texts of our correspondence below, editing out only my name and email address.
MD, please feel free to comment how you're going to fix this.
_______
Donald S. (Massdrop Community Support)
Aug 29, 2:24 PM PDT
Hi B,
Thanks for contacting Massdrop!
It looks like this order was cancelled due to not receiving a request to stay in the drop. Due to FTC compliance, if we don't receive a request, then the order must be cancelled.
Please let us know if you have any further questions or concerns.
Best,
Donald S.
_______
b-------@gmail.com
Aug 29, 1:54 PM PDT
Regarding MD <MY ORDER #>
You inappropriately cancelled my above order and are now offering the exact same item again.
_______
Cara (Massdrop Community Support)
Aug 29, 10:20 AM PDT
Hi B,
I am reaching out to you again regarding the Massdrop x Fitsok Merino Crew Socks (3-Pack). Because we have not heard back from you about switching order options, we have defaulted to canceling your order.
Your order has been cancelled and a full refund has been issued to your original payment method. You should see this reflected on your statement within 2 to 3 business days. If you would like to be notified when another drop for this item becomes active, please click the "Request" button on the drop page.
Please let me know if you have additional questions or concerns and have a lovely day.
Best wishes,
Cara
_______
Cara
Cara (Massdrop Community Support)
Aug 25, 1:43 PM PDT
Hi B,
Thanks for getting back to me! As requested, I have updated your order. To confirm, we will be shipping you the Black/White pack. We expect your order to ship in 1-3 business days, so please keep an eye on your inbox for an automated confirmation email.
Thank you for your time and understanding. Please feel free to reach out if you have any other questions or concerns and have a lovely day!
Best wishes,
Cara
__________
Aug 24, 4:41 PM PDT
Dear Massdrop,
Please swap to another set of black/white Fitsoks.
Thanks,
B
Sent from my iPad
________
On Aug 24, 2017, at 4:39 PM, Support <helpdesk@massdrop.com> wrote:
Cara
Cara (Massdrop Community Support)
Aug 24, 2:39 PM PDT
Dear B,
Cara here with Massdrop Support. I'm reaching out to you in regards of your order for the Massdrop x Fitsok Merino Crew Socks (3-Pack). I hope this e-mail finds you well.
It's been brought to our attention that one of the options you ordered has become backordered by the vendor. We sincerely apologize for this situation and are doing everything we can to make it right.
Given the situation, I have a few options for you:
A.) We can remove the Gray/Purple and swap to: Black/White, Light Gray/Navy, Green/Orange, or Green Gray/Light Gray.
B.) We can remove the Gray/Purple option and issue partial refund of $19.99.
C.) We can cancel your entire order and process a full refund to your original payment method.
Please let me know your preference by Monday, August 28th, and I will gladly get that started for you. If we do not hear back, we will default to cancelling your order. Please feel free to reach out if you have any questions or concerns.
Kindest regards,
Cara
MD, please feel free to comment how you're going to fix this. _______
Donald S. (Massdrop Community Support) Aug 29, 2:24 PM PDT
Hi B,
Thanks for contacting Massdrop!
It looks like this order was cancelled due to not receiving a request to stay in the drop. Due to FTC compliance, if we don't receive a request, then the order must be cancelled.
Please let us know if you have any further questions or concerns.
Best,
Donald S. _______ b-------@gmail.com Aug 29, 1:54 PM PDT
Regarding MD <MY ORDER #> You inappropriately cancelled my above order and are now offering the exact same item again.
_______ Cara (Massdrop Community Support) Aug 29, 10:20 AM PDT
Hi B,
I am reaching out to you again regarding the Massdrop x Fitsok Merino Crew Socks (3-Pack). Because we have not heard back from you about switching order options, we have defaulted to canceling your order.
Your order has been cancelled and a full refund has been issued to your original payment method. You should see this reflected on your statement within 2 to 3 business days. If you would like to be notified when another drop for this item becomes active, please click the "Request" button on the drop page.
Please let me know if you have additional questions or concerns and have a lovely day.
Best wishes, Cara _______ Cara Cara (Massdrop Community Support) Aug 25, 1:43 PM PDT
Hi B,
Thanks for getting back to me! As requested, I have updated your order. To confirm, we will be shipping you the Black/White pack. We expect your order to ship in 1-3 business days, so please keep an eye on your inbox for an automated confirmation email.
Thank you for your time and understanding. Please feel free to reach out if you have any other questions or concerns and have a lovely day!
Best wishes, Cara
__________ Aug 24, 4:41 PM PDT
Dear Massdrop,
Please swap to another set of black/white Fitsoks.
Thanks,
B
Sent from my iPad ________ On Aug 24, 2017, at 4:39 PM, Support <helpdesk@massdrop.com> wrote:
Cara Cara (Massdrop Community Support) Aug 24, 2:39 PM PDT
Dear B,
Cara here with Massdrop Support. I'm reaching out to you in regards of your order for the Massdrop x Fitsok Merino Crew Socks (3-Pack). I hope this e-mail finds you well.
It's been brought to our attention that one of the options you ordered has become backordered by the vendor. We sincerely apologize for this situation and are doing everything we can to make it right.
Given the situation, I have a few options for you:
A.) We can remove the Gray/Purple and swap to: Black/White, Light Gray/Navy, Green/Orange, or Green Gray/Light Gray.
B.) We can remove the Gray/Purple option and issue partial refund of $19.99.
C.) We can cancel your entire order and process a full refund to your original payment method.
Please let me know your preference by Monday, August 28th, and I will gladly get that started for you. If we do not hear back, we will default to cancelling your order. Please feel free to reach out if you have any questions or concerns.
Kindest regards, Cara