I am writing this to serve as a massive warning about placing large online orders with this company. My terrible experience has left me completely appalled, emphasizing the need for extreme caution. I felt compelled to contact customer service repeatedly because I was thoroughly disgusted with their horrible customer service, especially considering what I spent!
My struggle began after making a high-value purchase. I placed an in-store order totaling close to $1000 from them. I was told I would receive the item by December 9, 2021. I received an email on December 7th stating that a label was created and that was it. I called them Monday December 13th and was told it was shipped and I should have it by Wednesday December 15th. I didn’t receive my items so I called again. They gave me the same tracking number from December 7th and it still only says label created with no shipping information. I called them back and they wouldn’t answer my calls. I had my cousin call them on three way and they answered. When they found it it was me, they put me on hold and wouldn’t come back to the phone. My final conclusion is that I will be reporting this company as a fraud with my bank and get my money back if this isn't resolved immediately.
Customer: I need immediate assistance regarding order 4825. This is the fourth time I’ve called, and I have spent over $900 on an item that was supposed to arrive last week.
CS Rep: I understand this must be extremely frustrating. I see your tracking number shows a label was created on December 7th. How can I assist with the current status?
Customer: Assist? There is no status! I was promised delivery by the 9th, then the 15th. I was told it was shipped, but the tracking still only says "label created." Where is my shipment? I’m thoroughly disgusted, and honestly, why were staff avoiding my calls yesterday?
CS Rep: I sincerely apologize for the lack of communication and the unprofessional behavior you experienced previously. That is unacceptable. If you liked this article and also you would like to obtain more info pertaining to click this over here now kindly visit our own website. I am escalating this immediately to our fulfillment manager to physically locate your high-priority items and confirm transit status. I will personally call you back within two hours with a guaranteed update and a resolution option.
Customer: Two hours? You have wasted nearly two weeks of my time and put me on hold indefinitely when I finally reached someone. If you cannot confirm today that the package has left your facility, I want the $1000 order cancelled and a full refund processed immediately.
CS Rep: I completely understand your demand for a refund given the service failure. While I await confirmation from the manager, I can process the expedited refund paperwork now. If the manager confirms the item is still available but late, we will upgrade the shipment to guaranteed overnight service at our expense. Which option should I prioritize for the next two hours?
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.