(courtesy of the super nice peeps at clipart)
The back story: I placed an order on August 24 for a shredder (because I am a bit overly sensitive and probably a tad irrational about my personal information being stolen) and the receipt I printed stated “shipping in 3-5 business days”. Sound good, I can live for another week without shredding the last 15 years of bills, silly credit card company invitations that think I can actually afford a black am/ex, contracts, and the like (if it’s made from paper and has my name on it = shredded).
A week went by and no shredder. I called customer service and they stated that the order was showing on the computer to ship within 3 days, I should have it by the end of the week. I did explain that the original receipt stated 3-5 business days but the response was, it was back ordered, to which I replied, maybe that information should have been on the receipt or as I am checking out so that I am aware of the delay.
But I am practicing my patience…let’s give this waiting thing another shot! Days go by and still nothing, zilch, na-da, the big goose egg, ok you get the point. I call back and a new lovely woman in customer service agrees with me and she will escalate to the Special Order Liaison who sent me an email stating 3-5 business days (de ja vu). It was at THAT point, giving it the full 5 business days, that I sent the following:
(Sept. 17) Dear Customer Support:
Although I have sent this email directly to the Special Order Liaison, Mr. XXX, I have not heard back that the email was received nor that the order was cancelled. Therefore, I am sending it to you as another form of cancellation. Please take a moment to read below as to the history of this order and cancel immediately:
It is now 17 days since my original order of August 24 and I have STILL not received my product!
This is beyond ridiculous. Your note, directly from YOU below, stated 3-5 business days and we are well outside that timeframe. To state that I have been ‘patient’ would be the understatement of the century.
Please cancel my order immediately and I can say with all the confidence in the world, that I will NEVER buy a product from your company and I will be sure to pass along my experience with OfficeMax to all my friends on social media, family, and work mates.
Is this what has become of our customer service expectations? Does this happen to anyone else or just me? And if so, am I the only one losing my mind about it or is there an uprising and my invitation is 3-5 business days away?
So not only did I get blown off by the Special Order Liaison with HIS suggested date, I get blown off with any type of acknowledgement of my email and had to go through the general customer support to get a response the following day.
I realize things get held up, companies get bought out, taken over, and there is turmoil, I get it, I am sympathetic and understanding to it. What I don’t understand is the blatant lying to me. If the product was backordered, no biggie, I would have ordered one in stock and continued to do business with this company, easy-peasy. Now that lines in the sand have been drawn, i.e. being lied to on more than one occasion, not only will I never do business with them, I will be sure to pass along my poor customer service interaction to anyone who will listen (hopefully you are still paying attention…hello??).
Unfortunately this is becoming the norm (or maybe it is just my lovely disposition that brings out the best in companies) as I ordered new glasses, paid 100% up front, was told two weeks max and now well over the two week mark, am being told yet another week before they are ready (sigh?!).
Or how about the birthday present I purchased online with overnight shipping only to find out that overnight shipping is just that, only if the order was placed before noon (again, that information would have been helpful BEFORE I clicked purchase or how about maybe at the checkout area??!!). If you order at 2:00 pm, you pay for the overnight shipping but receive it two days later.
I am a customer with small orders but apparently my money would be welcomed elsewhere; challenge accepted.