Trouble with Levenger's customer service -- Need Advice

Over the years, I've bought a lot of merchandise from Levenger (guess that's why I like this forum and webpage so much!)

Unfortunately, I encountered a problem with one of the items that I purchased and currently seem to be getting the "run-around" from customer service. This is really putting a damper on my ethusiasm for Levenger's products (even though they used to be one of my favorite places to purchase items for my home and office).

In a nutshell -- back in February, I emailed customer service about a fountain pen (it had leak) and wanted to know if it could be repaired. First they had trouble locating the order information but then after a few email messages in which we provide all the details about where we bought the item, they had located the order (it was purchased at one of their store locations) and said that they would provide information about how to return the item.

Then, we waited and waited for a response. A few weeks went by at which point I emailed them again. At which point we were again told that they couldn't locate a record of the order (even though our email message contained the full text of the previous exchange, which included the customer representative's details about our order)!!

Then we mailed the item back in March and received confirmation from the postal service that it was delivered. The package contained all our contact info, plus a printout of the email messages. Again,we waited, expecting an exchange or credit, but heard nothing. So last week we sent another message and were told that they haven't received any package. So we sent the tracking number and were told that we would receive a response this Monday. Well, it's now Wednesday and still no response from Levenger.

I'm at the point where I am extremely reluctant to purchase anything from them again.

How should we handle this situation? I'm worried that if we send another message via customer service, it won't have any effect and we'll just add to the endless cycle of messages on what should be a straightforward situation.

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Ryan !! We need you and your Baseball Bat

Sounds like Customer Service needs some "motivation" >:D
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"I think the surest sign that there is intelligent life out there in the universe is that none of it has tried to contact us." (Calvin and Hobbes/Bill Waterson)

You might want to escalate to the phone...

but keep logs of the conversations. Ask for names.
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"I think the surest sign that there is intelligent life out there in the universe is that none of it has tried to contact us." (Calvin and Hobbes/Bill Waterson)

This would be something you

This would be something you should contact "Rasmussen" about... Ryan works for Levenger and will help renew your love for them! Click Contact

my artwork | my blog

batman?

remember how batman has that special spotlight? I wonder if Ryan has one... :D

my artwork | my blog

CS -

cknowsa,

I would like to make things right. Please contact me - Ryan.Rasmussen[at]levenger.com.

Thank you,
Ryan

Ryan. Thanks! I will do

Ryan.
Thanks! I will do that.

The correspondence was under my husband's account so I'll wait until he gets home and will forward the message to you so that you will have all the details.

chris

In praise of Levenger customer service and Ryan...

Recently, Ryan Rasmussen helped me with an exchange of a Levenger Circa product I bought back in late January 2007. I asked about a "trade-in" and he said that their return policy was pretty open. He helped me get a leather foldover Circa notebook in exchange for the Circa leather jacket I bought. I paid the difference in price, got what I wanted, and he threw in a bonus too. Can't say enough about Levenger's customer service and Ryan, in particular.

Ryan, you da best, brah!

Walter

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The only reason for time is so that everything doesn't happen at once.
B. Banzai?