Folica – Cashback, Rebates & Rewards

In a sea of friendly, customer-focused companies, folica.com is lagging far behind and operates in a 1985, new to the web mentality. They may be good for small order but make sure you don’t order too much or request two day shipping first time around. I needed a new high-end blow dryer, flat iron, and other accessories. I am an avid online shopper and look for companies with good customer service policies. After searching around I found folica.com on Delta’s Skyshop website, and decided to try it out. I spent quite awhile looking around for just the right items and selected a new blow dryer, flat iron, and other items. I selected two day shipping because I was excited to get the items and placed the order. That happy feeling of shopping success quickly ended because minutes later I get a terse email from folica.com saying “Your Order is On Hold” pending investigation and that I must call or it will be cancelled. I call folica.com to provide my name, address, and credit card number again. I spoke with Stephanie who was unfriendly and treated me coldly. She told me I had to fax or mail a copy (front and back) of my driver’s license and a copy of my credit card (front and back) or the order would be immediately cancelled. I asked to speak to her supervisor. I then spoke with Paula who had the same distant, cold attitude and repeated the same thing and said in her experience of many years folica.com customers actually like being treated this way. She offered no options to me or even tried to help other than telling me I had to fax or mail my drivers license or my carefully chosen order would be immediately cancelled. I told her the whole experience left a bad feeling and who wants to order from a company who treats them badly because they ordered too much. I requested that she cancel my order. Folica.com, take some lessons from thriving online companies like Zappos… Be friendly. Be accommodating. Be customer oriented. Treat your customers like they are needed and valued. Luckily there are many other places to make my carefully chosen selections again.

When I placed an order with this company I was assured time and time again that I would have my parcel by Thursday. Then when I called to inquire about the status of my parcel I was told that I would not be getting my parcel until the following Tuesday. When I called to speak to a manager, the service agents I spoke to REFUSED to transfer me to a manager. I ordered online so I would have my item in time for a special event and so that I wouldn't have to pay an inflated price in a store. Needless to say, I have now paid more then $90 in hidden shipping and costumes cost for a product I could have bought in the store for the same price. When I asked about refusing the parcel, I was told I would be charged return shipping which would cost more then the item itself. This is a horrible company in terms of customer service and transparency. Not to mention all but one agent was extremely rude and refused to provide me any information that as a client I have the right to know. I work in the same industry and I'm pretty sure we are paid to assist the client no matter how upset they are providing they are not swearing. Oh I also forget to mention I was put on hold and they never picked back up the phone. What an easy way to "lose" an already upset client.