Hopping mad, boycotting Torrid.

(Cross-posted from my other blog)

I am a big girl, and I have big ol’ calves, right? So you know that means finding boots is nearly impossible. My feet are medium 7 and my calves are 18″. I was so DELIGHTED that Torrid sells boots that fit both my feet and calves. And when my folks gave me Christmas money, I decided I wanted to spend some of it on a pair of black Britney boots from Torrid. The store in the mall didn’t have them in stock, so I went ahead and ordered them online.

Yesterday evening, I got an email to call to confirm, for security reasons, my ownership of the card I used to place my order.

Now, first off, I hate making phone calls. As a deaf person, its an incredible hassle. I have to use third-party system called a relay service, and more often than not, its a negative experience. I’ve had people think it was a solication and hung up on me, I’ve had people lose patience with the process, I’ve had system failure and lost connections. The thing is every time I make a phone call through relay, it is always to a company or utility or agency, and it sometimes takes 3 tries to get a live person to respond to the phone so I can get actual business done.

Like I said, making phone calls is not a pleasant experience. It is always, invariably stressful.

Anyway, I digress.

I got an email from Torrid.com telling me to call to confirm my order. Immediately my blood pressure starts rising.

It only got worse. Here’s why:

Here is the transcript of the call I just had with them through the relay service.

Text in bold is the Torrid.com rep. Text in Italics is me.

IP RELAY RO80479F
PLS HD DIALING
866 867 7431
RING 1
(RECORDING)
thank you for calling torrid.com
(message in different language)
(recording to relay)
to speak with a representative regarding a new or existing order please press 1 for(pressing 1)
(HOLDING)
(music playing)
RING 1

(F) one moment i really could not hear you clearly hello qq can you hear me clearly qq

Hello yes, my name is rachel I’m calling to process my new order my order number is ############

so you would like us to place a new order using relay? one moment one moment please…

Ok

i was yeah i can see here that this order was connected for a verbal confirmation from the credit card holder but uhm since this order was verification so we need to speak to the card holder about this order and since we need to speak with the credit card holder we could not do verbal through ip through relay the customer needs xxx you need to call us she may need to call us so she can verbally confirm the order over the phone

Um hello I am DEAF. This IS my verbal confirmation. I AM the card holder

yes i do understand that ma’am but we need to speak to you directly we need you need to give us a call by yourself so you can verbally confirm the order

That is not possible because I am DEAF and cannot HEAR you.

one moment please
(HOLDING)
okay uhm the last option that we have is you may need to to call us the one the bank who issued your card for this order so they can confirm that we have the same information on the order based on your credit card information

Ok…how bout this. Can I have my friend call with me, and she help me hear your instructiuons and I speak into the phone?

i apologize but uhm we could not do that it’s either you may need to speak uhm you may need to speak to us directly about the order or the bank will call us to verify if we have the same information on the order based on your credit card information

I see. Well that’s just too much trouble you guys really need to rewrite your discriminatory policy regarding deaf people. Please cancel my order immediately. I do not want to give you my money.And please send a cancellation confirmation to my email.

i really do apologize for that one ma’am as request i’ll go aheadand cancel the order since the order didn’t check you are not charged for the order is there anything else?

No absolutely not. Thank you for help, I understand you are not to blame but I do hope you will report my extreme dissatistaction to your management. This IS discriminatory.

i do apologize ma’am that we could not really do verbal confirmation through relay the reason why we re doing verbal confirmation on an order with the card holder is to make sure that you will not be charged for fraudulent charges on your account rest assured ma’am i ll go ahead and forward your concern to my supervisor yes i do apologize ma’am but since you could not do verbal confirmation you may need to contact last option that we have

I understand, but you need to give deaf people useable options. This is not. Perhaps I will, but due to your policy I am not willing to give you money. Thank you. Have a good day.

thank you for calling have a great day

I’m sure.

(CALL ENDED)

This phone call left me pissing, hopping mad. I probably could call my bank, but I honestly don’t want to. Not just because its a major hassle, but because I shouldn’t have to. Torrid really does need to create an anti-fraud procedure that accomodates the limitations of deaf and speech-impaired customers. And because they don’t, or won’t, I refuse to give them money.

Even if they are the only damn place where I can find some goddamned boots that fit me!

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19 thoughts on “Hopping mad, boycotting Torrid.

  1. You need to send an email to their customer service department and explain your extreme dissatisfaction. Use words like “bad publicity”, “boycott”, and “discriminatory practices.” Mention “attorney” as well. See if that gives you some kind of satisfaction.

  2. Oh my God! I’d be steaming, too. Dealing with customer “service” is difficult enough without the hearing barrier, and that is just insane that he got it that you were deaf and still didn’t help you. I agree with Ian.

    1. The service rep was unfortunately just doing her job as she understood it. But yeah. I HATE making phone calls because all I ever deal with is crap customer service.

  3. OMFG! I’m sooooo sorry you had to deal with this! What a horrible policy! I’ll be boycotting them as well. Every time I have ever bought something from that store, I’ve walked out pissed off, namely because their employees at my local store are fucktards. But this is inexcusable!

  4. I would write a letter to the company… yes, a ‘paper” letter as most of the time e-mail is ignored. Put a cc: at the bottom to the ACLU (whether or not you send a copy to them is irrelevant).

    It really is unacceptable to have a business not accommodate your special need. And it would be good in your letter to tell them that you will make their lack of accommodation public!

    And remember… you would not be correcting this wrong for YOU alone, but for all others who have been treated this way.

  5. Maybe Santa Claus could bring you these boots for Christmas. But you know, Santa Claus needs a bit more details than just the size. The style might help too.

    1. I’m sure santa knows that I want casual not-pointy black boots with an 18″ calf circumference and a 2″ or less stacked heel in a 7M foot size.

      Not from torrid, though. I’m done with torrid. LOL

  6. This is the most heinous treatment of a hearing impaired individual I’ve ever encountered. HOLY. CRAP.

    I’m sorry, Rachel, this is a horrible experience. I may just hop over to this torrid.com and bitch ’em out with an email. If enough people do they might get a brain.

    Stupidity knows NO bounds. None.

  7. I, too, am disgusted with what I read here and with the hell I actually watched from you this morning. I used to love that store, but they can kiss my fat ass for now on. And, I still think a nice little mention on the BBB to them in your letter won’t hurt.

  8. Letters, word of mouth and boycotts are about the only way to get companies like this to move. I guess the sad thing is that this is something that they didn’t think about. I don’t know how big Torrid “is” but you’d expect “not thinking of this” from a “mom and pop” company not one of any size.

    It is unfortunate…especially the way you like your shoes/boots.

  9. Definitely a message should be sent to the better business bureau stating failure to provide reasonable service for the hearing impaired.

    The question is, was this really caused by Torrid or is it that the credit card company made a request for a verbal confirmation? Perhaps you need to contact your credit card provider to let them know that they need to have an alternate suggestion to the business in question when there is a fraud alert against a cardholder that’s flagged as hearing impaired? I’m thinking the card provider is partly to blame for the standards created.

    Sorry you have such difficulty with the way businesses don’t deal properly with these issues. :::hugs:::

  10. I find it very stupid that they need a verbal confirmation. Torrid is the only online site i have shopped at that requires this. Other plus size places i order from such as DRJays, ASOS and so on do not even ask for this. I am really pissed off because this is a major inconvenience for me as i live in Asia. Not only are the time zones different but international calls are costly too. I wish torrid would find a better way to confirm cardholder status. Also its ridiculous how they did not email me about this and i only found out when i sent them an email inquiring why my order has not been shipped out…ridiculous people

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