Things Remembered

«Things Remembered» should be re-​named, «Customer Service Forgotten.»
I dealt with the online company (same address as above).
On their website, Things Remembered’s mission statement includes these phrases:
«Offering exceptional customer service» and «Building a relationship with our customers. We want all of our customers to be customers for life.» Sadly they did not achieve these goals when it came to my order. I saw the Sterling Silver Diamond Accent Heart Bracelet with Free Filigree Keepsake Box. It was lovely looking. You get the heart engraved on both sides. The font looked terrific! The silver looked flawless. What a great gift, I thought to myself.
WRONG. It showed up in the mail and although it was wrapped with care in a nice bag, plus tissue paper around it, much to my dismay on the back of the heart a GLARING serial number appeared. The serial number was in bold, in BRIGHT WHITE, and the engraved message was totally eclipsed by this mammoth looking number. It looks so ugly! The engraved message matched the silver which by the way is VERY shiny. It’s hard to read the message. But on the back is this serial number staring right back at you… totally killed the vibe! Anyway, called the toll free number and the first person we dealt with was pleasant enough and said that number shouldn’t be there. She gladly took our info and mailed off another bracelet, free of charge.
With eager anticipation, I opened the envelope to the replacement bracelet. And guess what?
THE SAME DANG SERIAL NUMBER PROBLEM is on the back. Called the customer service number again, dealt with a pretty gruff woman who hung up on us. Way to stand by your mission statement, folks! Called the more local store (Tysons Mall) and the woman explained that all sterling pieces have to be stamped with that authentication. OK so WHY wasn’t this shown in the preview online? The preview of this item was totally inaccurate. She had put us on hold for quite awhile. She wasn’t very friendly either. Warning: if you order this item be prepared for an ugly stamped serial number, BRIGHT AS DAY, on the back. If you’re okay with that, and you’re okay with an incredibly shiny heart in which you have to squint to read the engraving, more power to you. If you’re cool with receiving a throw down from customer service you are a stronger human than I!!! We demanded a refund. and will be searching elsewhere… hmph!

Unilocal does not allow any ratings under one star. That’s a shame, considering my ordeal with Things Remembered. I attempted to order a keychain (of all things) on-​line (engraved and map detail). Of course, that was too complicated for their web design, so I was forced to call directly. I proceeded to talk to a half wit for 45 minutes about the detailing as she navigated through the process. The spellings, the fit, the size of font. All an ordeal. After we thought we were finished, I was then told it would not arrive in time for the recipient’s birthday on September 5. I paid extra for it to arrive on September 18^th. It was a cute, unique idea for someone who had everything and traveled a lot. How could someone screw up a keychain? Well, Things Remembered did. Despite spending 45 minutes over the phone «locking in» my order by providing ALL the details and FULL payment WITH extra shipping, I proceeded to receive email after email after email from one of their «customer service» reps named Kim Brown. She originally sent me the wrong map request. That supposedly was fixed. Then she sent me an update that the font size didn’t work after all. Then, it was the map again. Then, it was the font size. Time and time again, things weren’t remembered or even fixed. This went on for weeks. I visited with family. I traveled. I went on vacation. On vacation, a month later, I received another email from Kim. Yet another problem. I responded. Again, I didn’t hear from her, so I thought it was fixed. Weeks went by. October 8^th, over 50 days since the original order date, I received another email from Kim informing me she was on vacation and wanted to check in with the order design. I thought it was a joke. A rush order. Due date September 18^th. Numerous mistakes. It should have been handled. But this idiot goes on vacation. And then tells me about it and knows the order has yet to be completed. I sent her an email back immediately letting her know my frustration and need for an immediate refund. Of course, she never emailed me back on that one. She disappeared. And when I emailed the company
«service» off hours a few days ago, I never heard back from them either. Finally, I called early this morning and described my living hell in dealing with this company. The woman replied,“Oh, Kim is here. I will transfer you.” I blurted out, «I don’t want that idiot. I want this fixed!» Of course, I was already being transferred because this company does not care or know what company service is or means. And, true to form, I got Kim’s voice mail. I am sure Kim was doing what she does best: nothing. I called again. This time, I actually got someone, I assume the only one with the brain at the company that seemed to care. She took my order number. She noticed that the order wasn’t even canceled in the system. After days and days, Kim still had not even canceled and issued a refund. Perhaps she was on another vacation. Within a moment, the only competent employee, LaShonna, pulled up my order, cancelled it and issued a refund. I appreciate LaShonna, but this is the last time I deal with these stupid, hillbilly companies that only have one person who knows what to do working the phones and ordering system. These stupid companies used to be «quaint» and charming. In today’s day and age, it’s all about the customer service. And, if you can’t get that right, you shouldn’t be in business. Do what Kim does: go on vacation. Disappear. Offer no explanation. Just go away.

Another one of my amazing online finds. Normally, I’d visit them Things Remembered in-​store, but I needed two engraved gifts ASAP — one for my fiancé’s wedding day present and another for my dad, to give to him at the rehearsal dinner. I also purchased the gift wrap option (at $ 5.95 for each gift).
Once I received them and opened the box, only my dad’s gift was properly gift wrapped. Not a ginormous deal, but when you’re 9 days out from your wedding, the bride has just a few other things that are more pressing that gift wrap (Sarcasm? Check!). So, I called TR’s customer service number on the back of my invoice — where they mention that they want you to be absolutely «delighted» with your order and gifts.
When Cindy answered the phone, she was every bit friendly and sympathetic — I told her my dilemma and she immediately went to work refunding me for one of the gift wrap charges, apologizing the entire time.
Since I’ve worked in customer service for half of my life, I understand how frustrating it can be for an order to be delivered not up to the customer’s expectations. TR’s online team is definitely in the know when it comes to perfect customer service, so I highly recommend going to them when you’re in need of a personalized gift!