Need help ASAP

[cami713]

I would suggest calming down before you call again, if you do. Calling back in as angry of a mood as you seem to be is only going to get them unwilling to go out of their way to help you.

Then, perhaps, email them asking for the codes, it seems people here have been successful in getting the exact code numbers with doing that. After having the exact codes, call again (and ask to talk to someone else if you get the same woman, as she's obviously not up to your expectations), and just tell them you want to order a few replacement parts, and give them the numbers.

From what I gather, an item doesn't have to be currently sold to have replacement items. I think it just has to be asked for enough times, have enough people call in asking for a replacement of so and so piece because there's has been lost. Molly's crown is quite large, I can't imagine it gets lost TOO often, I wouldn't be too surprised if it wasn't there. But, given there's a code for the piece, it should be. I assume they just get surplus of pieces that go missing a lot so they have extras to sell. They might have just sold out of all of the individual items.

I'm always amazed at the negative "reviews" I've read of CS, they're always really nice, and 100% accomodating when I call them.

Edit: It's also possible the code can't be/isn't supposed to be used over the phone. It was emailed out, and you were supposed to use it by clicking through the email message, not by punching in a code. I would mention the email instead of the code, "Also, I got an email about free shipping if I spent $100 or more, I don't know if that's just online orders, but since I can't order these parts online, can I use the code on this purchase?"

<font color="#33CCCC" size="1">[ November 15, 2006 02:54 PM: Message edited by: cami713 ]</font>

[bgeurtz]

I called this morning looking for the item #'s for the replacement hangers. I told the CS person that I was going to put together an order and use the "code" for the free shipping for the over $100. order. She reminded me that I could not order the hangers unless I called in an order, and the "code" only worked with a computer order. She was very nice, she suggested maybe I could place my computer order than call in 5 minutes and order the replacement parts I needed, and maybe they could include them. But she couldn't promise anything.

[cowgirlsue]

I'm so sorry that you're having such trouble. I've ordered a lot of replacement parts and unless the product is truly unavailable as a replacement, I've never had any problems. My modus operandi is to call in the late evening and immediately ask to be connected to customer service. I tell them straight up that I have replacement parts to order. They've always been unfailingly helpful, and two CS folks actually said that they enjoyed the change of pace of looking things up!

I can't be of any help with the code. Since it was an email offer, it may well be that it can only be used with online orders.

Good luck.

[DScully717]

I think it really does depend on who you get. I've had some fabulous CS reps, and then some that weren't that great. Most are pretty accommodating when it comes to ordering replacement parts, but I know I've tried ordering Felicity's rescue kit missing pieces before, and Felicity's chocolate pot as a replacement and twice I've been told they no longer had them. I'm not sure if that is really true, or if they just don't wanna look them up (both times the people told me *rather* quickly that they didn't make those pieces anymore). However, another time the CS rep actually helped me find stuff I didn't even know they had, so I really think it just depends. Also, the weekend people seem a lot nicer for some reason that during the week. Just a thought!

[OSusannah]

Oh, no! [img]frown.gif[/img] I hadn't thought of the code only being good for online orders. I have store credit and can never get it to work online, I have to call and place the order.

From the email:
Free standard shipping and processing for your online order of $100 or more when you click through this e-mail.

[img]graemlins/cry.gif[/img] [img]graemlins/cry.gif[/img]

[Kenshinchan]

I had never thought about it, but it must be MUCH cheaper for AG when people order online instead of over the phone. They don't have to pay sales representatives or the money for toll-free numbers when you pay online.

I'm sorry for people who can't use the code over the phone. [img]frown.gif[/img]

[eet00789]

Wow I just got done talking to a CS rep from AG and we may have had the same persone. I called because I had ordered Samanthas Christmas Crafts and I got sent the other more recent blue Christmas Crafts book. The lady from CS i talked to was very rude and I just got done writing a complaint letter to the company. Do you by any chance remember her name??

[EmilyMarie]

Molly's tap shoes are a new item so maybe that's why they're not available as replacement parts yet. Soon they should be though.