RedEnvelope

Full review
If you'd asked me anytime prior to last week how I felt about RedEnvelope, I'd give you a rave review. They have a fantastic selection of gifts for any ocassion and are a more personalized option to the long-trusted Amazon.com.

However, I'd never previously placed an order for a "personalized" item... and was unaware of the complete disorganization that is RedEnvelope's warehouse.

I placed an order for a square locket keychain on Dec 5, 2005. I chose to have uploaded digital photos inserted in the locket (which actually took quite a while, since their resolution requirements are pretty strict), in addition to the engraved monogram and gift wrapping. This totaled something in the neighborhood of $55 but it's a sentimental gift for my boyfriend, I thought it was worth it and would be an easy way out of a trip to the mall. If you read the fine print, it does say that "personalization" will bring the processing period to 5 business days. With standard UPS shipping that still came out to a safe due date, Dec 17th. When Dec 13 rolled around with no tracking number, no status update and the online account still listing my order as "preparing to ship," I decided to contact the site's online customer service center. I spoke to a reasonably polite woman named Stacy, was asked to hold for quite some time (at least 45 mins in total) and was told that the item was "supposed to have shipped on Monday but for some reason didn't...." and that "it would absolutely ship by the 14th." This seemed a bit tight, since I am leaving town for the holiday and really needed the gift by the 20th. I asked Stacy if it was possible to change the shipping address to my destination -- she said no. She asked the warehouse manager and was told that would add an additional 2-3 days to shipping to call the order back to re-address it. O-K..... With that, she said the item would arrive no later than the 20th and I should be fine. I thanked her and took her word at that. After two more days went by with no shipping confirmation I contacted customer service once again. This time by email, as I didn't have a spare hour to devote to waiting for an answer in their chat room. A day later I got an automated response saying someone would contact me within 24 hours -- never happened. Saturday, Dec 17, I finally got a shipping confirmation. The estimated date of arrival: Dec 22. Too late. Since the item clearly sat in the warehouse collecting dust for over a week, AFTER the 5 business days' processing period, I truly don't understand why re-addressing it was so impossible or what the hold-up was for shipment, to begin with. A big hassle for a little (but not so cheap) gift.

I will likely use the site again, but never for anything "personalized."