ComplaintsforChit Chats Express Inc.

• Initial Complaint

  04/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Tried to resolve an issue of a lost package through Chit Chats, tracking #****************************** for a package to the United States. Unfortunately the package was returned to sender, and then sent to lost mail facility, as there was no apartment number on the shipping label. After speaking with a customer service agent at Chit Chats, I was told this was Chit Chats' error, as there was a glitch in their program which did not print the apartment line of the address. This agent assured me they would look after and resolve this situation. After more than a week, another agent responded that they would refund my shipping fee, but the loss was my problem as I did not purchase insurance. After a similar situation occurred with another package sent with Chit Chats, it seems they are not handling their packages with care in an effort to sell their own overpriced insurance. I would have appreciated a refund for the lost item, and feel as a customer service courtesy for an error Chit Chats made, this would have been a given. I am disappointed with the level of service received

  Business response

  09/05/2023

  Hi *****, we’re sorry about your experience with these shipments. We know that you and your customers rely on Chit Chats to get shipments to their destinations quickly and securely. We apologize for the disruption to your business and we strive to make things right.
  
  Thank you for detailing the situation and your experience with our support team. We aim for every client to feel cared for when looking for support and we’re sorry that we were unable to provide you with a quick resolution. Please know that the cause of this addressing error was identified and has since been corrected. 
  
  We appreciate your feedback and your understanding while we’ve investigated this matter for you. We will be issuing a refund to your account and one of our team members will be contacting you directly regarding this. If your shipment is located we will provide you with a direct update. Thank you for your patience while we looked into this further.
  
  

  Customer response

  18/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********** *******

• Initial Complaint

  21/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We have been left with no choice but to notify the BBB after trying to deal with Chit Chats for months. We shipped a package to a customer on July 27th with Chit Chats tracking reference: N0Q473P1Z0. This shipment was unable to be delivered and was eventually returned back to Chit Chats on August 16th. Chit Chats received the package to their Richmond office on August 17th. A return was FINALLY set up in their system almost 4 weeks later on September 23rd. We emailed them multiple times for updates and never received an appropriate response other than "just wait and review our terms and conditions". Which I have multiple times, which states that Canadian returns take up to 2-3 weeks to receive. I have emailed asking for updates. I have also emailed asking for refund on the product cost and shipping cost which they say they can't do. We have been waiting 2 months and still have no package, no customer service, and no refund or empathy at all from Chit Chats.

  Business response

  15/11/2021

  Business Response /* (1000, 5, 2021/10/29) */ Hello Mr. *******, Thank you for escalating this matter and detailing your experience with using our return service, we sincerely appreciate this feedback. First off, we would like to apologize for the inconsistency of our communication and the confusion it may have caused. We always strive to answer and resolve our clients' inquiries within service levels and we regret that we were unable to meet expectations in this case. We have carefully reviewed our support conversations with you and understand that this matter was handled by a couple of our support agents. While the team made a concerted effort to accommodate your request to have the return mailed back to you, this required additional processing for your return. However, we want to apologize as we recognize that this took longer than our typical processing time. Please know that we are currently in the process of reviewing our returns procedure to ensure that we can avoid such delays in the future. Our support team has reached out to you once again to extend our sincerest apologies and ensure that the matter is appropriately resolved. We appreciate your business and we thank you again for sharing this feedback. Consumer Response /* (3000, 7, 2021/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) In regards to shipment, ********** , I am not confused. I told 3 of your employees that I would go to the Better Business Bureau if this request wasn't addressed. No one cared. All I received was an email from "******" that she was closing my ticket inquiry and I received no response from "****". Do you think this is acceptable? My request was not only reasonable, but it was simple. You took 2 months to return a package to us with no customer service. If you review the communications you can see that it took over 2 months to return a package and I was requesting a refund for the shipping fees and return fees. The refund request for ********** was the fact we shipped it August 11th and you used your own delivery service to complete the delivery. Delivery was unsuccessful due to a wrong postal code (not address). In any case, again, you took over 2 months to return a package to us. I want a refund for the return shipping fee that you charged me as well. Not just the "Return fee" Business Response /* (4000, 9, 2021/11/10) */ Hello Mr. *******, We are sorry that we were unsuccessful in resolving this matter for you in our previous correspondences and we thank you for taking the time to detail the matter to our Client Support Supervisor. We have accommodated your request and sincerely hope that we have been able to appropriately resolve the matter. Once again, we want to apologize for any miscommunication. We appreciate your business and we thank you for sharing your honest feedback. Should you have any additional feedback, please do not hesitate to contact our support team in the future. Consumer Response /* (2000, 11, 2021/11/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩