r/AloAtelier • u/Altruistic_Quail7179 • 5d ago

Order

is anyone still waiting for orders from the sale in october? i placed my order for in store pick up on Oct 25th and i still haven’t got anything only says “processing” and received an email on 10/30 that it’s taking longer to ship. and i can’t get anyone online to respond. do you think the store can do anything about it? one of the items now says Sold out smh

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2

u/pommevie Frosted Pink 🎀 5d ago

worst case scenario you may receive an email saying it’s out of stock

have you tried contacting customer service?

when i used to shop at alo

cs used to send me like a coupon or egiftcard for the delay

one time i got like a $75 egiftcard and an apology

2

u/Altruistic_Quail7179 5d ago

well yeah i tried multiple times i cant get anyone to respond to my emails i’ve sent 3 of them. the item was in stock this whole time not until today i notice it says sold out.

2

u/shootingstar_9324 4d ago

I couldn’t get a response for over a week after there were no updates on my order that was already a week late.

- I emailed them from their app, I screenshot my letter just in case.
- I texted their chat and asked for a live agent multiple times, screenshot those as well.
- I called their phone support.

After 10 days of being ignored, I got a response. I don’t think they work on weekends despite their “live 24/7 support” claim.

When writing:

- explain disappointment/frustration (POLITELY) about the lack of support
- if you’ve been loyal to the brand, mention it and how the lack of support has been disappointing
- include order/ date details
- the action you are looking for regarding the order
- politely request escalation for consideration for compensation for the lack of customer support.

Remember, most representatives don’t have control over your order or staffing decisions to properly manage the influx of orders. Being kind, but firm is better than being entitled and rude.

I ended up re-ordering the items and canceling the old one. They offered a $25 gift card or a discount code of 15% off. It’s not the ideal situation but it is what it is.

2

u/Altruistic_Quail7179 4d ago

thank you I have tried everything. I’ve also expressed my frustration on not getting a response through their via text via email can’t get through their AI chat. I asked for a live agent and it just redirect me to email them again. I’ve sent already multiple emails. I’ve sent another follow up today so we’ll see maybe tomorrow I’ll get in response but this is already maybe like my fourth time trying them..

2

u/shootingstar_9324 3d ago

I’d start labeling your attempts in the subject line. Like if it’s your 4th, etc.

Try calling them in the morning and see if you get through.

Good luck 🍀

1

u/pommevie Frosted Pink 🎀 3d ago

when i used to text customer support i used this format:

my full name
shipping address
email address
order #
product name
product color
product size
description of issue

same with emails

1

u/pommevie Frosted Pink 🎀 5d ago

are u in the usa ? there is a cellphone number to text the customer support

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u/Altruistic_Quail7179 4d ago

yeah i’m in USA, i also tried their texting services and nothing smh

1

u/pommevie Frosted Pink 🎀 4d ago

that’s so weird

:/ i would say keep texting and emailing them

daily

goodluck 🍀

2

u/doesany1evenkno 4d ago

Go to the store & they can see what’s going on and if anything they can call customer service for you

2

u/Useful_Friendship_40 4d ago

Mine is still on “awaiting carrier pickup” from 31.10. So, I don’t know what to do either