Ah….there’s nothing like starting your day by talking to three clueless customer service reps, and then writing a poison pen letter to the company they work for.
I purchased a textbook online this week for Jim, and paid for next day air, which cost me an extra $56. (Ouch!) The book should have arrived last night, and it’s still not here. I called UPS and was told some adverse weather in Missouri held things up, and that I should contact the seller for a credit. Okey-dokey!
I called the online bookstore this morning and explained things to them, and how even as of last night, the UPS tracking indicated the package was on time and would be delivered on 1/30. The first customer service rep informed me that since the delay was due to weather, my shipping fees would not be refunded or credited. Hmm. That hardly sounds fair, since the returns and refunds information in my confirmation emails doesn’t mention weather delays, and it wasn’t brought up when I selected next day air either. I asked to speak to her supervisor and got transfered to the team leader, a.k.a customer service representative #2.
She stated that the weather refund information was located in the F.A.Q. on their website, cause of course, EVERYONE reads that before ordering things online, right? She told me I should have read it before calling in…oh, I’m sorry, am I BOTHERING YOU? Keeping you from a morning smoke break? Oh, and “shopping elsewhere from now on is your prerogative”. Huh? Did she just tell me it was ok to take my business somewhere else? Isn’t she supposed to try and KEEP business for her company?
She transfered me to customer service representative #3, who was a supervisor. Finally, I was cooking with gas! Eh…not so much, since this one was only willing to give me a $10 credit on the shipping. Actually, her first option was to give me a $10 credit on a FUTURE order, and I pointed out I don’t need more books now. She reluctantly said she’d credit me $10. Wow, a whole $10?
Let’s recap, shall we?
I spent $300 on books in this store in a single week, over the course of 2 orders, paying for next day shipping twice. I’ve spent over $100 on shipping alone, and they offered me $10 to make up for the delay. I get that it’s not THEIR fault – weather happens. But policies need to be clear and upfront so you know they’re not going to refund you in advance. And the willingness to let me shop elsewhere? With customer service reps like these, it’s no wonder half.com is doing a booming business!
I’m currently writing a letter which will be sent to the company big-wigs. Even if I don’t get a credit, they can definitely identify some training needs from my experience.
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Comments
If only this were a rare occurrence. The companies I deal with have been whittled down over the years because you so often hear the refrain “Well, I’d suggest you buy from them, then”. This even from companies I’ve dealt with for years who I thought valued my business. But no. And with pretty much all of them it wasn’t even that I was complaining – just pointing out that a competitor was offering the product x% cheaper or with added y for extra value.
But to take the other side for a moment – caveat emptor as they say; if the weather-clause was in their FAQ prior to you placing your order then they are within their rights to refuse to refiund you anything. Not the way I’d do it, but they do have a policy that covers the eventuality.
I had a similar experience with Lowe’s. I had ordered something online and wanted to have someone else pick it up for me at the store. Well, their customer service has to be the worst I have ever encountered. The woman answering the phone said “yeah, what’s up,” when I said I wanted to speak to someone regarding my order. Then she repeatedly interrupted me while I was talking. THE WORST and I will probably never shop there again because of the experience. In my experience I’ve found that most people who work in customer service are not happy and do not want to deal with the customer at all. Then why are they doing that job???? It’s a sad commentary on our country today.
Umm, speaking as someone who has made a career in the shipping industry, I can tell you that while acts of God are not covered in the T&C (terms & conditions), I would (and have) automatically cut the customer’s rate back if their shipment was delayed due to such a thing – and if that did not satisfy them, I would take it to the next level, NEVER would I send them to the competition! I spend my days trying to BEAT the competition in service AND rates!
Why should a retailer eat the cost on UPS problem? Shouldn’t UPS be held responsible? If they shipped it the best way they could with a trusted shipper, how could they be blamed for shipping problems?
John, as I said in the post, when I called UPS, since I didn’t pay them directly, they wouldn’t do anything. My only option was to call the seller. If they would like to hold UPS responsible, they’re welcome to do so.
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