Sub-Standard Customer Service
What is it about some internet stores that makes them think they can get away with sub-standard customer service? I ordered two DVDs from an internet store that shall remain name less on Aug. 25. One of them was shipped right away. The other one was not. In their FAQ it says that status of the order will be updated at least every two weeks if an item is on back order, it also says to wait at least 4 weeks before e-mailing on the status of an order. I decided I'd be good and not bug them. After four weeks with no update I e-mailed them to check on the status. Then the update was it was on back order. I wasn't very happy but that was fine. The status was updated on a regular basis till about the middle of October when the message was "We've ordered the movie from our suppliers and anticipate it arriving shortly." That made me very happy. In late October I changed my credit card on file and ordered a two other movies. The message about the movie on back order was then "We've received your credit card information." That was posted October 24. On Monday I got tired of waiting and e-mailed them about the order status. I checked the page after work and its been shipped. I have the sneaking suspicion they forgot about my order. I'm not happy.
They set the standard up updating the customer every two weeks and they failed it twice. I work in a call center and we have standards. One is that we answer the phone within 30 seconds, they other is that we give a status call within 24-48 hours. When we fail we are fined. They don't even have the decency to say they are sorry. I won't be shopping there again.
They set the standard up updating the customer every two weeks and they failed it twice. I work in a call center and we have standards. One is that we answer the phone within 30 seconds, they other is that we give a status call within 24-48 hours. When we fail we are fined. They don't even have the decency to say they are sorry. I won't be shopping there again.