I need to vent.
I don’t usually complain but I’m really annoyed by a recent experience with Alex and Ani and I want to get it off my chest.
Alex and Ani bracelets are very popular. If you’ve never seen them, they are simple silver or gold bangle bracelets that come with themed charms. The themes can be pretty much anything including sports, professions, holidays, and a hundred other things. Jeri has several including a Mom bracelet and birthstone bracelets from each of the kids, as well as a few others.
And now the bracelets have become popular with my girls too and they each have a couple of their own.
Since they’re both runners we decided to get them each a Track and Field charm bracelet for Christmas.
Normally, they would be priced at $32 each, but Alex and Ani had a Cyber Monday special where everything was 20 percent off.
Even better, if you spent $75 you would get an Angel bracelet valued at $28 for free.
Jeri likes angels so being a frugal guy I figured this sounded like a good deal. I picked out a Sand Dollar bracelet for Jeri because she loves the beach so much.
With three bracelets marked down 20 percent each my total was $76.80. Just enough for the freebie!
I placed the order and received the confirmation below.
Well yesterday the package finally came and the free guardian angel bracelet was missing. However the packing slip clearly indicated that it had been shipped along with the other bracelets.
Jeri called Alex and Ani customer service and was told that they had run out of the free bracelets (seriously, I had ordered at about noon on Cyber Monday and you already ran out??) and that they had emailed a promo code for $20 off.
I guess I missed the email but I did find it in my inbox when I checked.
Well that’s nice. I guess.
But wait, the more I think about it the lousier this deal sounds.
I went to the Alex and Ani site specifically to purchase the track and field charms for my daughters, and the only reason I bought the sand dollar charm was to get the free angel charm.
In other words, their promotion worked because it got me to spend more money.
But they weren’t able to hold up their end of the bargain.
I get the concept of “While Supplies Last” and apparently they seriously underestimated demand.
But when you replace a bracelet valued at $28 with a promotional credit for only $20, I’m getting screwed.
Especially when consider the terms of the $20 credit.
*Effective 11/29/2017 from 12:00AM – 1/31/2018 at 11:59PM ET at alexandani.com for shipments to the United States and Canada only. Not valid at any ALEX AND ANI retail, outlet or authorized retail location. Discount is not applicable towards the purchase of e-Gift cards or gift cards, Disney® licensed product, HARRY POTTER™, LIBERTY COPPER, sale and clearance items, and corporate gifting orders. No adjustments on previously made purchases. Discount not applicable towards tax and/or expedited shipping and handling. Void where prohibited by law. ALEX AND ANI associates not eligible. Cannot be combined with any other offers or promotions. One-time use only.
- We can’t get the angel bracelet we were promised.
- Instead we get a $20 discount off a future purchase. A discount that is only good for two months even if I don’t need another bracelet right now and I’m not sure which one I’d get.
- Popular options that I might consider are excluded. Sorry kids, no Disney or Harry Potter charms for you.
- Sale and clearance items are also excluded and charm bracelets regularly cost $28 or more. So even if I want to try and use the credit to find something for just $20 I can’t.
What WOULD have been an appropriate way to make up for not getting what we were promised?
How about allowing us to pick out another item for the same value? Or even better, give us a refund for the amount of the item we couldn’t have?
Just think about the customer experience and do what’s right guys.
From where I sit, they used their Cyber Day promotion to get me to spend more money. Then, because of their own internal issues they’re depriving me of the product promised and replacing it with a credit that is only good if I spend even MORE money at their site.
In other words they gave me a bill disguised as a coupon, and they expect to earn more profit by forcing me to buy something else.
Well, no thanks.
I’ll think twice before buying anything from them again.
Have you ever had an experience with a company that left a bad taste in your mouth? How did you handle it?