Lisa S Kua

Horrible customer service

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Not sure what they are thinking in regard to creating a good customer experience but making me wait 4 days for a call to resolve my issue is ridiculous! Only options are email (sent 2), chat (which doesn’t work properly) and schedule a call. And not like Amazon where they call you in like 5 minutes BUT they will call in 4 days (weekend included in there). Never mind the reason I’m trying to reach them is because of their error. Ughhhhh!!! Losing confidence in them - no wonder I prefer my bullet journal!!
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Pros:
  • Holds up well
Cons:
  • Customer communication
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Marta W Bxf

Web order nightmare!

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. No where on the site before I placed the order, did it say that my order would take 2 weeks to process. Here is my order number: 411****. I ordered a monthly calendar and accepted the default of September through August only to later find out that I probably won’t get the order until mid to late September. I immediately hopped on to chat only to find out that there is nothing that can be done and I would have to cancel the order, wait 60-90 days for the refund or store credit to be issued and then replace the order. First when I stated the problem the agent—Sharemane—restated my problem. Then told me that there was nothing she could do. No supervisors available to assist at a higher level. No phone calls to make and that it would take 60-90 days to issue the refund. My question is why was September even an option? Why at this date wasn’t October the default option? I thought, Ok, we have 11 more days in the month, it should take about 5 days to get my order together and then a few more days to ship, I should be fine. But no, why does it take 2 weeks to get an order together? I have worked in the stationary business before and hand created orders never took me more than 2 weeks to get out. Why can’t an order be edited by the customer service team? Why can’t the chat even solve a problem? Why isn’t there a customer service number to reach. Why do I have to schedule a call that is 72 hours out at the earliest? Why would a refund take 60-90 days? And now in the chat, it seems that my instructions of not cancelling my order and me just living with the mistake because I don’t trust the company and I would rather eat a month rather than lose almost $100, is telling me that she will cancel my order after I have clearly told her not to. A 35 second website fix--a banner saying--"please note due to high volume, orders will take up to 2 weeks to process". Or if this is normal practice--"Orders take up to 2 weeks to process--don't expect our stuff anytime soon--the joy is in the anticipation." It takes 24 to 48 hours to get a response from someone and you know what it has been 48 hours since the debacle started--and no response. I have been buying Erin Condren products for several years—some from the website but mostly from the store here in California and at Staples. I never expected that the customer service model would cause me so much stress. Bad customer service has cost them not just this previously loyal customer whose brain flooded with endorphins with the mention of your name to one that is now going to be flooding with cortisol and others in my planning group with think twice before shelling out not dollars to they company. And for what reason? One lousy month and a poor customer service model.
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Loss:
$50
Pros:
  • Planner covers
  • Lifeplanner ideas
Cons:
  • Poor customer service-not being contacted by someone
  • Not being able to contact someone
  • Delivery
Reason of review:
Order processing issue

Preferred solution: Let the company propose a solution

Anonymous
map-marker Chicago, Illinois

Still waiting

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I ordered a planner on August 24th. It is now September 5th and no planner.

At first it was scheduled to be here September 9th. Now it’s scheduled to be here September 12th. This wait time is extremely excessive.

At this point I’m so annoyed I don’t care how cool this planner is, there are way too many other options with better customer service and quicker turn around time. At this price point, I should not be waiting this long for a product.

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3 comments
Guest

Me too! Ordered a planner for my daughter on 9/24 & it STIlL hasn’t been delivered.

And they don’t make it easy to address issues, either! On Friday, I scheduled a 4pm call for today. Also made it clear how NOT happy I was in the message. You’d think they’d call me in the dot, right?

Nope.

Its 4:19 and I’m fuming. Will never, NEVER order from them again.

Guest

I am in the exact same boat. I’m very annoyed and frustrated and find that they company is not answering.

Guest

I ordered on August 5th, it is not September 8th, and I've received no response to ANY of my emails inquiring about where it is. Then, I get an email dated 3 days ago saying "estimated shipping August 30th".

On Sept. 5th. Seriously?

I want my money back. I need a planner, I should have gone to target in the first place.

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Genesis M Rko

First Impression not a good one

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This is my first time purchasing an Erin Condren Planner I was very hesitant to buy a planner that would cost 45 dollars but I didn't to be more organized for school. But my experience with them has not been well I have ordered my purchase on August 10th of 2019 and I have been speaking to their customer service about 5 times about the delay of my order and every time I speak to them they tell me the same thing and now as I'm writing this review I have waited for my purchase for a whole month to be delivered to me I'm very annoyed of the lack of professionalism they have at this company because they know they have issues but they won't fix them I work in a business that I have been told the customer is always right so why is it that this so-called company won't treat their customer with the same respect and honesty and I was very hesitant to order from them since I have read so many bad reviews on how they treat their customers and to be honest I would never recommend anyone to purchase an item from them because of the lack of professionalism in that so-called business.
View full review
Loss:
$46
Reason of review:
Problem with delivery

Preferred solution: Deliver product or service ordered

1 comment
Guest

Good God, please learn how to use punctuation.

Mariia S Pur

Place order half a year before

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I have placed my order on August 7th for an academic planner to be able to receive it by the time school starts 3 weeks in advance. The order wasn’t shipped when it was promised, so I didn’t get it on time. After I contacted several people from customer support turned out they were waiting on a material to produce my planner but assured me it would shipped on August 27 (3 weeks after placing order!). Impressively, it shipped couple days earlier than it was promised and I was looking forward to setting up my planner before school. While it was being shipped someone from customer support reached out to me and said that my order was shipped without my planner because they didn’t have the material anymore. So, they shopped my stickers and accessories for the planner without the actual planner! Should I stick them on my forehead? What upsets me the most, all that time I have been waiting for nothing. I could order a new planner or go and buy one in store but no, I had to wait for 3 weeks to be informed planner didn’t exist. I was a loyal customer and spent a lot of money on EC products but this treatment is just unbelievable. When I wrote all that to a customer support and asked what can be done in this situation, she didn’t even apologize or offer solution, just wrote a sentence. Never again.
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Loss:
$104
Cons:
  • Customer communication
  • Misinformation on the site - no mention refills do not exist
  • Lying about the return policy
Reason of review:
Poor customer service

Preferred solution: Full refund

2 comments
Guest

I am in the exact same boat as you. I ordered my planner on the 14th expecting to have it by time for school (I’m in college) and it’s not supposed to ship until sep. 9

Guest
reply icon Replying to comment of Guest-1740980

I am very sorry to hear that! Hope that you at least receive it late, I am very upset I didn’t get mine at all:(

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Resolved
Katheryn E Rco

Resolved: Waste of Money

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Updated by user Sep 05, 2019

I was finally able to reach customer service. After being told my order was delayed because it was out of stock, but would be sent later next week, I canceled my order.

Updated by user Sep 05, 2019

I was finally able to speak with a customer service agent on online chat. I was told that the planner cover I chose was out of stock.

This is the FIRST TIME IN A MONTH I was ever made aware that the item was out of stock. I promptly asked for a refund to my PayPal account.

I refused to let my money go to store credit. EC has shady business practices and I will never attempt to order from them again.

Original review Sep 05, 2019
This was my first time ordering from them as well as my last. I placed an order with them on August 12. It is now well into September and well past the ship date. I ordered the Academic Planner. I paid extra for the overnight shipping and have yet to get my order. I will NEVER buy from EC again. I fail to see how EC is so popular when their customer service is crap.
View full review
Loss:
$65
Pros:
  • Beautiful products
Cons:
  • Not being able to contact someone
  • Delivery
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous
map-marker The Colony, Texas

Erin Condren has the best customer service

I have ordered planners from them for years. I was in a rush when ordering mine for this year and ordered the wrong planner. I emailed them when I received the wrong planner (which was my fault) and explained to them what happened. They allowed me to order the one I wanted and they covered the shipping as well as giving me credit for the one I ordered. Great customer service. Their planners are pricey but so worth it.
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Laney D

Still waiting...

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Updated by user Aug 31, 2019

Update: I chatted with a representative again just a few minutes ago. This one was more nice than the last one. I simply asked why my order had not been shipped yet and she informed me that the planner that I wanted was out of stock so there would be a delay in the...

Original review Aug 31, 2019
I ordered an Academic Planner for the sole purpose of being able to use this planner for college. I placed my order on August 14 and was expecting to wait two weeks at most to have it customized with my name and shipped.

I was hoping to have my planner before class started but I have had to go and buy a temporary planner because I AM STILL WAITING. I ordered a second package that was bigger about a week later from the warehouse sell and got that order within the same week. I got on to chat and ask what is going on and they informed me that my planner will not ship until September 9 and was very rude about it. That is almost a month into school and over a month of waiting.

If I had known that it was going to take that long then I would have just bought a Happy Planer for half the price at Walmart.

If Erin Condren is going to have a company that is primarily based off of people ordering from a website then they need to either A) inform people of the wait time BEFORE THEY PLACE AN ORDER B) offer some kind of compensation like free overnight shipping or a free pack of the $15 pens or C) refund half of the price because of the wait time. I was so excited about getting my planner but if every time I order a planner its going to take this long then I'd rather spend my money somewhere else.
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Loss:
$50
Pros:
  • Holds up well
  • Academic planner that works for college
  • Beautiful products
Cons:
  • Wait time
  • Too expensive for how long you have to wait
  • Poor customer service
Reason of review:
Order processing issue

Preferred solution: Deliver product or service ordered

Betsy Z Qdu

Order date

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I placed an order for an academic calendar on August 30 said it would ship on 9/10 at check out I paid extra for quicker shipping. Once I paid the ship date changed to 9/30. I was mad so I emailed the info@***n and sent a screen shot of what the ship date said before I paid and asked why it changed. Received some generic answer not answering my questions. Went on their website to chat that has been offline and if you want to call they make you schedule a call that the next availability isn't until 9/11. This is crazy I have bought a planner from them every year and never received such horrible customer service. This is unacceptable and I want an answer
View full review
Cons:
  • Poor customer service
Reason of review:
Poor customer service

Preferred solution: Price reduction

Dravin Cyt

No confirmation of my order

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I ordered the academic planner and it wen through my credit card - after 7 hours I still haven‘t received a confirmation mail. After 2 hours of waiting I contacted customer Service via email but have not received a response. I live in Europe and they do not offer calls. Seems like a scam to me..
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Pros:
  • Academic planner that works for college
Cons:
  • Customer communication
Reason of review:
Order processing issue

Preferred solution: Let the company propose a solution

Zamari Unc

I’m not sure if my name is on monthly planner personalize today, please email it’s been done.

To make sure my professional monthly planner is personalize with my name on it Donna Herring I order today.
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Reason of review:
Reliable warranty
Anonymous

Poor customer service

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The planner I ordered for my daughter who was leaving for college took well over a month to arrive, even though the initial estimate had been that it would be shipped within 2-3 weeks. When I inquired about the status, Customer Service did not respond for two days, and then only after I wrote again to say I wanted to cancel my order as my daughter had already left. When I checked the company return policy, I found that all sales were final. I ended up donating the planner to an organization supporting low-income students. Although the planner itself was as advertised, the customer service was abysmal. I would not buy from this company again, and neither would my daughter, who was disappointed.
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Pros:
  • Beautiful products
Cons:
  • Customer service
  • Not being able to contact someone
Manite M
map-marker Hollywood, Florida

I place in order on Saturday i could not used my $10.00

Manite Mardy I couldn't used my $10.00 coupon my email: mamite.mardy@***.com
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Reason of review:
I couldn't used my coupon
Sandy C Umj

They lied about shipping date

I bought a teacher planner and other things. I was told it would be at my school in two weeks. I waited several days after I was told it would be there. Finally I contacted them and was told they were sorry and the concerned team is concerned. I need to start planning for the year and I have no date for this planner to arrive. I asked for compensation and they upgraded my shipping. I assumed that would be obvious. A new person contacted me later and apologized for my late planner. (At this point I had to go out and purchase a temporary one.). He said they didn’t expect the rush and ran out of materials. (I thought it was a planning company.). I guess I assumed teachers would be ordering planners in the summer for school. I asked for compensation. I was told that they had good news and they printed off my shipping label. However my planner can’t be made, they ran out of materials. They said my planner would be coming soon! (Two weeks) They must think I’m stupid. I asked for a compensation of a new calendar. I’m looking forward to the new email turning me down. The WORST customer service! Too bad, cute product. I’m thinking better business bureau.
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Loss:
$100
Cons:
  • Customer service
  • Lack of integrity of this company
  • Delivery
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Guest

I did get my planner but realized they charged me twice. It took almost two weeks to get refund.

They offered a ten dollar credit.

It’s so sad. Still no apology or solution.

Angie C Fks

Overcharged for Product/Horrible Customer Service

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I placed an order with Erin Condren for a LifePlanner. The total was $82.08, which was more than I normally would pay, but I really wanted this planner. Well, the next day when I looked at my credit card charges I noticed they had charged me $92.88. I did the online chat and was told that I was charged $92.88 because the coupon code I used was for new customers only. I explained that the code worked when I placed the order and didn't say anything about "new customers only." When I hit "submit order" I was agreeing to pay $82.08, not $92.88. The person I was corresponding with never apologized or tried to resolve the matter. She stated that when they noticed that it was the same email address from a previous order, they removed the $10 off coupon code. What? Are you kidding me? That doesn't even seem legal! If a customer agrees to pay one amount, how the heck does the company get to change the amount and remove a coupon code once the order has been placed? Unbelievable!! I told the customer service representative to cancel my order. So, over $10 Erin Condren lost a customer. I will not be doing business with them ever again. I was basically drooling over this planner, and couldn't wait for it to arrive in the mail. The only bright side to this is that I noticed the overcharge the day after I placed the order. I'm pretty sure if I had already received the planner they would not have given me a refund, or would have put me through *** trying to return the thing. Erin Condren needs to invest some of her money from the sell of these expensive planners into training customer services representatives.
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Cons:
  • Charged more than the price i agreed to pay
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

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