A Cusp Online Shopping Headache

As previously mentioned, the lovely coat H bought me for Christmas was a tad too big. I returned it to Saks, but was unable to repurchase the coat because H gave me his MasterCard to buy the coat. His account was frozen after he tried to buy the first coat, because MasterCard found it suspicious that a video game loving nerd would not be buying something from Saks Fifth Avenue. I had every intention of repurchasing it from Saks until Google Shopping informed me that the jacket was $193.20, which is $27 cheaper than Saks. Both stores offered free regular shipping.

I liked Cusp. It’s a super cute boutique with awesome designers and great stylists. Just look at this outfit they put together: Elizabeth & James striped blazer and floral print blouse.

The blouse is silk & the jacket is $425, so I searched for some alternatives. Banana Republic has a striped blazer for half that much (and half as cute), which would look nice Lucky’s cotton blouse.

The best thing about Cusp is that they sell vegan handbags by Matt & Nat. Cusp & Stella McCartney made me realize that vegan can be chic. I ordered the jacket on Christmas Eve with standard shipping thinking that it would most definitely arrive by Thursday, December 30. I planned on wearing the jacket New Years Eve & we are flying to Birmingham on Thursday night. However, my email confirmation had the estimated delivery date as January 6, 2011!!! How is this package being delivered? The pony express?

I online chatted with a representative on Monday to see about upgrading to expedited shipping. As I only needed it by Thursday, two-day shipping seemed like the obvious solution. The representative told me it would cost $10 additional dollars for two business day shipping. Perfect. But then she said it would arrive on Friday. Huh? Math must not be a strong suit for these fashionistas. I asked how two business day shipping meant my package would arrive in four business days. She said it might arrive on Wednesday, but she had to account for processing time. On what planet is it acceptable to take 1-3 days to process an expedited order?

I read Cusp’s shipping policy online and it’s intentionally vague. No where does it state that processing an order can take days. There is even a noon cut off time for expedited shipping orders. Why does a company need my order by 12:00 pm on Monday to ship it by Wednesday?! H ordered the first jacket from Saks on Saturday and it arrived on Wednesday and he didn’t even pay for upgraded shipping. That is how online shopping should work.

To make matters worse, Cusp charged me for free standard shipping and the $10 upgrade, so now it was the same price as Saks. I was keeping my fingers crossed that the package would be shipped on Monday. It was not. I was getting anxious this morning, especially because they did not respond to any of my emails complaining about their borderline deceptive shipping information and the fact that I was charged for free shipping when I upgraded my shipping method. I got on chat again this afternoon to ask if they could tell me when the item would be shipped. After looking at my order (and probably the 3 emails I sent), the representative told me they would overnight the package tomorrow at no cost. I’ll have the jacket by Thursday.

I doubt I’ll shop online at Cusp after this experience. I have a lot of experience with online shopping and I’ve never heard of delaying expedited shipping by 1-3 business days. I’ll visit their store to see what M&N bags they have on sale, but I won’t shop online until they improve their shipping policy.

UPDATE: The incompetence continues! Cusp printed a shipping label on Wednesday, but didn’t actually give the package to FedEx. Because the office is closed tomorrow and I really wanted to wear the jacket for NYE, I asked Cusp to send it to my parents’ house. It really shouldn’t have been a problem because they still had the package in their possession. Except they gave the package to FedEx and THEN asked to reroute it, which adds 24 hours to delivery. My jacket is set to arrive in Birmingham on Monday. Of course, I’ll be back in Illinois on Sunday.

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