Terrible customer service

Charles Barfield

• June 16, 2020 22:00

Well, it appears that Jaybird is going to lose a long-time customer and everyone who will listen to me talk about my issues. So disappointed. After purchasing three pairs of Jaybirds over the past few years and recommending them to my friends and family, I decided to buy another pair of Run XTs during the recent sale. Paid for them. Ordered. And they were never sent. And I never got a call or an email about the status. So a month later, I call and ask where my earbuds are. I was told that Jaybird oversold during the sale and decided to flat out cancel people's orders that they couldn't fulfill. So, what was I offered in exchange for the lack of earbuds that will never be sent to me? A 25% off coupon. Really? I buy earbuds during a big promotion and you guys cancel my order only to tell me "the best" you can do is tell me to spend twice as much on the earbuds you're really trying to sell with a 25% off coupon? Weak and disappointing, to say the least. You praise loyalty from customers but you don't have any way of showing loyalty back, when I did nothing wrong and you are clearly at fault. Its not my fault you oversold during a promotion. It's not my fault you canceled my order with no contact or apology. And it's not my fault that you don't have an adequate solution to make a customer feel appreciated. I guess the only thing I'm at fault for here is believing your marketing and hoping you're not just another tech company only worried about the profits.

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• Official comment

  

  Bruce B.

  • June 18, 2020 16:56

  Hello Charles,
  
  Thank you for reaching out. I'll be happy to help you with this one.

  Sorry to hear about your experience. I'd like to ask if you were billed or refunded for the order you initially placed?

  Feel free to reach back to us by replying to this post or contacting our other support channels at https://www.jaybirdsport.com/en-us/support.html
  
  Warm Regards,
  Jaybird_Bruce
  Jaybird Customer Experience
  #PowerYourPassion
• 

  Charles Barfield

  • June 18, 2020 17:37

  Yes I did get refunded. As explained in my post, I contacted support and they said they canceled the order and refunded me. That's not the issue. The issue is that I ordered something, paid for it, and instead of offering some decent service, the support rep only offered a 25% coupon. Which is interesting because shortly after the conversation, you guys discounted the Vistas anyway, so the coupon would have been meaningless. See why I'm frustrated?

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