FOCO
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Very poor customer service experience with Julie
I have to say I am quite disappointed with how their customer care service representative, Julie, handled my returns situation. I've purchased from FOCO multiple times, as I collect merchandise from Ohtani. Out of the many orders I made last year (many of which took over 6 months to arrive), I wasn't satisfied with a single product. Hence I reached out to customer service care to get my product returned, and something for everyone to keep in mind of: 1. When you purchase the product, you are responsible for paying 20+ dollars in shipping 2. When you return the product, you are ALSO responsible for paying the return shipping. With most retailers, return shipping is provided, I guess FOCO hasn't really kept up to date on this. Furthermore, when I expressed frustration with this policy, Julie from customer service simply replied: Hello, We do apologize but this is our policy. Thank you --Julie What a total lack of empathy from a customer care representative. Even if I end up paying for my own returns, this sort of response holds really poor sentiment for customers, especially your highly retentive ones. Shameful.