Customer service is dead

Jennifer Herd Seymour · Dec 30, 2013

I am HOT!!!! I ordered scrubs from a company on line (I have to order tall pants) and waited patiently for weeks. Got an email on Dec 19th that said they cancelled the order because they could not get the scrubs I ordered. Annoying, but not a huge deal. I called to verify that the order was cancelled. I ordered my scrubs elsewhere and paid for them. Today, my bank account was charged $128 to the original company. I called and told the lady that the order had been cancelled. She said no problem, I will send you a label to return the merchandise. I asked when my account would be credited. She said it would be credited 3-10 business days AFTER they received the merchandise back! I was furious. I nicely told her that I expect to be credited now, since they cancelled the order. She said "well we are covering the return shipping for you". I almost blew a gasket. I told her that was awfully nice of them, but I wanted my $128 now. I got no where with her and finally told her that I understood that this was not her fault, but that her company has a sorry way of doing business. I was so mad I had to get off the phone, but I will be following up. What if I lived paycheck to paycheck and couldn't make my bills without that money? The principle of it infuriates me. THEY cancelled it and it was THEIR mistake, yet I am out $128 for 3-4 weeks. #%#%$^%^&%^&*%&^$^%$#%$@%^^^%%*&(&)(*(&*(^*%!!!!!!!!!!!!!!!

Ksmirk · Dec 30, 2013

I find that when you speak to a peon at the bottom to just ask for their boss, when that person speaks up tell them you don't have time to mess around that you would like to speak with their boss! normally it gets fixed then

Customer service like most other things seems to be a thing of the past, there are still a few good ones out there but not many which is a sad deal! Later,

Kirk

charger arms · Dec 30, 2013

Call your card and issue a charge back. You did not authorize the purchase.

Wall · Dec 30, 2013

Jennifer S. said:
they cancelled the order because they could not get the scrubs I ordered..........I called and told the lady that the order had been cancelled. She said no problem, I will send you a label to return the merchandise.

How can you return merchandise they couldn't get to send to you in the first place?

Jennifer Herd Seymour · Dec 30, 2013

Wall said:
How can you return merchandise they couldn't get to send to you in the first place?

Apparently after they cancelled my order and told me it was cancelled, they found what I wanted and decided to send it. They were a day (or 8 days) late and a dollar short. The package is in route to me but hasn't even arrived yet.

Josh Beauchamp · Dec 30, 2013

Had a situation very similar to this happen at the Academy here in Lawton months ago. Tried to by a set of two way radios because they had them marked down about 40% only to have a manager tell me I was wrong and that the price was meant for another product they didnt have.

Wall · Dec 30, 2013

Jennifer S. said:
Apparently after they cancelled my order and told me it was cancelled, they found what I wanted and decided to send it. They were a day (or 8 days) late and a dollar short. The package is in route to me but hasn't even arrived yet.

I can understand them not wanting to be on the hook for the merch, but it was their mistake.
A month or so ago, I accidentally got the shpg labels on a couple packages switched.
I immediately sent the correct items & asked the customers to please, please return the incorrect shipments.
It was a risk of being out the $ for the 2 orders but it was my mistake, so I made it right without making them wait for me to receive the returns & then re-ship.

hunter_dmw12 · Dec 30, 2013

thats the way tony rolls with his customers. great service.

Jennifer Herd Seymour · Dec 31, 2013

So I got my $128 back today. Amazing what happens when you start talking about never doing business with a company again to the customer service manager.

Wall said:
I can understand them not wanting to be on the hook for the merch, but it was their mistake.A month or so ago, I accidentally got the shpg labels on a couple packages switched.I immediately sent the correct items & asked the customers to please, please return the incorrect shipments.It was a risk of being out the $ for the 2 orders but it was my mistake, so I made it right without making them wait for me to receive the returns & then re-ship.

That is awesome customer service. I wasn't mad about the mixup, I was mad that they were going to hold my money for so long. No one is perfect. In restaurants things get messed up, but to me it is all about how it is handled. I'll definitely consider you Tony if I'm ordering gun stuff. Hard to find truly good honest people! You will just have to ship to SC!