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drugstore.com is just not a good place to shop. There are too many other people who do what they do, and do it better.
With my last order, I had two major complaints, which rounds and rounds of email with their Customer Service reps have proven to be things they do not wish to resolve in any meaningful fashion.
1. Their “Free Shipping” offer is pretty bogus.
If my order qualifies for free shipping (because I spent at least $50, etc.), but something is on back-order, you can’t just charge me shipping on those!
It’s YOUR fault you don’t have them, not mine! Â
Or at a minimum, there should be an option for me to select “remove these from my order and proceed,” or ”ship my order in two (or more) separate shipments at possible additional cost,” or “hold the rest of my order and ship it all at once, and free”! (Hmmmm, that’s pretty much the Amazon.com model, isn’t it?)
They didn’t charge me a full shipping charge, just a “nominal” $1.99 that was listed as a “Backorder Fee.” Bah!
When I protested, this was their response:
Thank you for shopping at drugstore.com. This e-mail confirms that we have issued a credit to your drugstore.com account in the amount of $1.99.
To use this credit, simply shop at drugstore.com and place your order. The credit amount will automatically be deducted from your order total. If the order total is less than the credit amount, a credit will remain on your account. This credit is good toward any non-prescription item in the store, but does not cover shipping charges or taxes.
They credited my “drugstore.com account”?!
When I am distressed with their store and don’t want to shop there, rather than ACTUALLY giving me my money back, they give me some kind of credit which I have to spend MORE MONEY to use?!
You MUST be joking…
2. Poor inventory / order fulfillment policies, and poorer Customer Service commitment.
I saw these and liked the idea of using them for our whole family of five to create their own dishes:
They come in six colors, and at every other place I can find them, you order them indivdually by color. On drugstore.com, it says ”colors may vary.”
That stinks, but I decided I’d deal with it because it was a good price, and it made my order eligible for Free Shipping (or so I thought! See above).
When it arrived, they had sent four different colors, and one duplicate. I can’t think of a more rotten combination! (And that doesn’t even take into account the fact that the two colors we didn’t receive were probably the two we would have liked best).
My packing slip says at the bottom that the items were “proudly picked by Mary.” Really? A real person did that? Mary chose that color scheme for me personlly? She didn’t pause to think that I might prefer all one color, or all different colors?Â
drugstore.com has a, ahem, rather limited return policy. Unless the item is “defective,” or the return is due to “their error,” they will charge me a $4.99 “return shipping fee”!Â
Theoretically, I suppose I could also pay to ship the package out-of-pocket, but their whole system is geared around automatically generating this return label, which is postage-paid, which causes them to assess this fee.
No, in this case it’s not “DEFECTIVE” or an “ERROR,” since and their cop out of refusing to allow color selection covers that. But I still feel wronged.
At the end of the day…
It’s just plain lousy customer service to tell me that YOU picked out something that I am DISSATISFIED with, but I cannot return or exchange it (in any practical sense).
 If that’s your policy, that’s your policy. But I’m not going to keep shopping somewhere that treats their customers that way.Â