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Customer Service on Social Media – What NOT to Do

Jun 21

Remember my episode with Birchbox several months ago? Fortunately, Birchbox graciously reached out to me and we resolved the issue, but today my  social media customer service (or lackthereof) saga continues, this time with an up-and-coming company called Everlane.

Everlane touts to “create the finest luxury accessories and essentials under $100”, attributing their affordable prices to their smart manufacturing techniques –like cutting out the middleman– and by only operating online. Their clean, minimalistic website boasts a variety of basic fashion pieces for men and women, all at very reasonable prices.

I finally had a chance to place my order with Everlane last week. I love basics, so the prospect of getting high-quality v-necks at affordable prices was exciting. So exciting, in fact, that I could hardly wait for my order to arrive (c’mon, you know you stalk your postman for your orders, too). To my chagrin however, I couldn’t find any sort of order tracking on Everlane’s website.

Here’s when things really went downhill: I decided to reach out to Everlane on Twitter, asking simply if there were any available ways to track orders. I checked back later, but found no reply, which was when I noticed that I was not yet following @Everlane. But when I proceeded to do so, Twitter informed me that @Everlane had blocked me.

Twitter is notoriously buggy, so hoping that this was all a fluke, I decided to experiment; I asked my boyfriend to tweet @Everlane the same question, and then we waited for @Everlane’s move. Next thing you know, Everlane blocks my boyfriend, too.

Seriously, was my question that offensive to you, Everlane?

Annoyed, I resorted to private messaging Everlane’s Facebook (because I was certain that had I posted on their wall, they would have banned me from their page, too) with the same question. The good news is that Everlane responded (finally!).  The bad? Well, you can take a look at the answer yourself:



Sigh. For one, terse response, much? And two, I’m well aware you have an email address, Everlane, but had I really wanted to go that route (which I probably should have, in hindsight..) I would have done so already. There’s a reason why platforms like Twitter and Facebook exist—to get companies like you to be more social.

Apparently, Everlane not only skimps on their manufacturing middleman, but also on customer service too.

Everlane, I love your website and your concept, but who the heck is running your social media? Why would you even have a Twitter account if people can’t reach out to you, or worse, if you prohibit people from contacting you at all? And would it kill you to sound a little nicer when messaging your customers?

And finally, is there any way to track my orders from your site?!



Chau is a Content Editor at Katie Wagner Social Media. With a degree in Literary Journalism, Chau’s experience includes reporting, copywriting, technical writing and narrative non-fiction.

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5 Comment to “Customer Service on Social Media – What NOT to Do”

  1. Chau, because your Twitter message was quickly followed up with a repeat message from a Twitter handle with only a few followers, we thought it was spam. We do send people through support because they can look up the order, confirm that it is either over $50 (so as to get you tracking no.) or under (no tracking available). This was in no way trying to be short with you, but rather to get you to the right place. You can email me directly if you need anything. If you follow our Twitter, you’ll notice I answer questions as best as I can, otherwise I send them to support.


    Eva Goicochea
    Jun 21, 2012
    • Hi Eva,

      Thanks so much for replying!

      I have another Twitter account where I’m a lot more active, but it’s locked (@vuongchau), hence why I use a public account where I can tweet companies/people who are not following me back. Aside from the lack of followers, I’m still not sure why my public account was perceived as spam and why it incited the Everlane account to block me; My tweet was a simple question, not an obnoxious advertisement or solicitation.

      I understand that you were just trying to send me to the right place, but my frustration was exacerbated with the seemingly brusque Facebook reply. Admittedly, though, being behind a monitor does warp our perceptions of tone!

      I saw that you later answered a similar question through Twitter (awesome!) and mentioned our team account, and I wish that that was the answer that I was given first!

      Just to wrap up, not all desolate-looking Twitter accounts are spam, and sometimes a quick explanation/answer on social media is what people are after.

      Also, I received my orders yesterday, and I love it! Wearing the navy blue v-neck right now– so comfy!

      Thanks again for taking the time to read and reply.


      Jun 21, 2012
  2. We’re so glad you’re happy with your purchase. As for answering you, we’re a small team and we work hard to make our customers feel valued, but sometimes we answer questions quickly to field all of them in a timely matter. After this situation, we’ll certainly be more alert. Like I mentioned, feel free to email me personally if you have any issues. I am the Social Media Manager and I am a real person (not an autobot) who is happy to communicate with you openly about anything.

    Have a wonderful summer and enjoy your tees!


    Eva Goicochea
    Jun 22, 2012
  3. Hi, I would like to share my experience with the brand Everlane with you. Unfortunately it has been an extremely difficult and upsetting experience. I do not want anyone else to spend good money with a company that does not care about its customers.
    I purchased a Petra Market Tote on the 5th March 2014. Within the first couple of weeks of receiving the bag, one side of the bag’s leather started to bubble up and away from the suede interior lining, leaving the bag looking bubbly and like an extremely cheap looking handbag.
    I contacted Everlane on the 7th April with photographs and an explanation of what has happened. I also advised that I had purchased the handbag and had it forwarded onto Australia at my own extra cost. I received a reply from ‘Brian’ within 4 days (contrary to their 24 hr reply system.) He was apologetic and offered to replace the ‘defective’ bag and that although it was not their standard policy, they would ship the replacement bag to Australia. ‘Brian’ asked for my shipping address, I replied and sent my address back with in 12 hours.
    Then I heard nothing from Everlane. I sent one email on the 1st of May, another one on the 8th of May before getting a response from ‘Brian’ on the 19th of May, apologizing for the delay and stating “We’re still a small team here and with all of the new product launches recently, we’ve been a little bit swamped” How hard is it to send out a replacement for a faulty bag when they ship out items on a daily basis? I was asked to AGAIN send my details, to which I did, again within 12 hours.
    Today is the 29th of May and I have since sent another email requesting any information and to be kept updated on my replacement bag or a refund.
    It has now been 7 WEEKS since my initial email and I have been extremely patient and polite until now and I do not know what to do with a company that treats it customers like they do not care! Any advise or help with this issue with Everlane would be greatly appreciated. Thankyou, Katie

    May 28, 2014
  4. I am having similar frustrating issues with Everlane. Their website states a response time of either 40 minutes or 3 hours, and sometimes it takes days, or a week to respond to a simple question of something I ALREADY ordered.

    What seems shady to me is that a product will show up as SOLD OUT, and Everlane states that item will not be restocked. As an experiment, I tracked a few items. It seems that certain items show up as “only X left”, sell out, and then the same limited quantity will show up a few days later. This scarcity tactic is deceptive and unethical.

    Jan 30, 2015

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