Thinking about buying a Spuni? Never order from Spuni.com unless you want to experience a huge pain in the ass customer support.
I was once a fan of their product and a happy customer, until I experienced this unbelievable terrible customer support, well it’s more accurate to say “zero customer support”.
I know we are living in the world where we are spoiled by a company like Amazon where you get what you purchased the next day, customer support calls you within seconds after you click a request button, etc etc.
I know that not everyone can be Amazon.
But there is a certain level that you would expect from a company that sells product online.
Very simple.
- SEND THE PRODUCT THAT YOU ORDERED.
- RESPOND TO YOUR CUSTOMERS IF YOU HAVE POSTED EMAIL ADDRESS AS YOUR SUPPORT CONTACT ON YOUR SITE
Those minimum requirements were not met by Spuni.
There was a missing product and it’s taking me more than 2 months to sort this out. (It’s still not resolved….)
And it doesn’t help that Spuni keeps ignoring my emails.
Because no one bothered to response to my emails, I commented on their Spuni Instagram account about it. Of course I get a response right away… They have to look good on public as if they care about their customers. I was told that someone from HQ will contact me. I believed them.
No one emailed me for weeks…
Worst part is that they deleted my comment on their Instagram. I just wanted to get some response, some explanation about my wrong order… Can’t believe they deleted my comments.
Here’s what exactly happened.
On April 13th I ordered…
1 x Bubbly Blue & Lucky Lemon
1 x Giggly Green & Peekaboo Purple
Then I wanted to order one more Bubbly Blue & Lucky Lemon as a present to my friend.
So I contacted their customer support.
I was told their system does not allow to modify order after it has been placed.
They refunded money for those 2 sets and I made a new order for the following 3 sets.
2 x Bubbly Blue & Lucky Lemon
1 x Giggly Green & Peekaboo Purple
A week later on April 20th, I got an email from Spuni saying they are out of the purple and green Spuni set and asked if I prefer any other color combination.
Frustration point #1: When you complete an order on their site, the site says it will be shipped within 24-48 hours. But they wait until a week to tell me they are out of order.
Frustration point #2: For the email asking me if I wanted any alternative color, I asked why I got an email a week later. No response.
Frustration point #3: Then 5 days later on 4/25, I got an email from Spuni apologizing for the late reply but never answering my question. Instead they asked me if I’d prefer an alternate color combination. I already had another set of spoon and I didn’t want any alternate color combination.
Frustration point #4: So I requested to cancel my order. No response from them.
Frustration point #5: Then about 2 weeks later on May 5th, I received a notification email saying that 3 sets of spoons are on its way. After ignoring my question why they waited a week to tell me they were out of stock, and my request to cancel order, they just decided to send me the product.
Frustration point #6: Then another 2 weeks later the package arrived and only 1 x Bubbly Blue & Lucky Lemon, 1 x Giggly Green & Peekaboo Purple arrived. They were not 3 sets just 2 sets. I didn’t get one set that I paid for…
Frustration point #7: I emailed their customer support about it. No response. Unbelievable….
I understand their could be misunderstanding, but at least you have to response to sort things out with your customers….
Since I’m not getting any response by email, I left a comment on their Spuni Instagram account. I get an instant response! They cannot look bad to other people. 😐
Frustration point #8: Someone from Instagram told me someone from HQ will contact me. But I don’t get anything from anyone whatsoever…
Frustration point #9: So I checked backed their Spuni Instagram account and found that they have deleted my comment. They didn’t want to leave any trace of bad customer support. It wasn’t like I spammed them or used bad languages… 😐 What kind of company deletes customer feedback because it says negative things about them when that negative thing is true! 😡
Frustration point #10: I left another comment. No response to that comment but a few days later I get a personal message directly from them saying two sets were delivered and one set got refunded to me because it was out of stock. They even told me I was notified. Hello????? You sent me the color you told me you were out of stock… Flat lie…. Unbelievable…
Frustration point #11: So I decided to wrote in details what exactly happened. I replied back to that Instagram message. A looooong one and I was simply told to contact this other person @Spuni. What a waste of my time….
I emailed to this other email. Let’s see if Spuni cares enough to reponse.
So much frustration and so much waste of my time for just a set of spoon. Too sad… And they call themselves a company created by MIT graduates. I, as an MIT graduate myself as well, is even more disappointed at the company. Businesses that are successful nowadays are the ones who care about every individual customer experience. I hope Spuni one day can realize that.
From very unsatisfied customer of Spuni 😡