Actorman
Well-Known Member
Has anyone else ordered from them lately? I've had one of (if not the) worst customer experiences ever with them.
I placed an order with them for over $400 back in January. I received one item right away, but heard nothing from them after that. After a few weeks I e-mailed their customer service department to inquire and received a response that because of a "computer glitch" my order had been cancelled and I needed to go back in and reorder everything from their website. (Why they couldn't just pull up my order by the # and redo it on their end is beyond me.) When I went in to do that, I noticed one of the items had a substantial price jump since the original order (from $30 to $75) and so I couldn't use the online ordering and get the same price as the original order. I e-mailed them again and explained the situation. I then received another e-mail telling me that I needed to call them "at my convenience" during their M-F, 9-5 business hours which, of course, is when I am at work (so, not "convenient" at all).
I managed to sneak away from my job for bit last Friday to call them to get the order straightened out. The person I spoke with was helpful: took the order, begrudgingly gave me the original price on the one item, waived the shipping (since I had paid it with the first item) and honored the coupon I had used on the original order. All the item were in stock except one which was on backorder. The following day I received an e-mail telling me that all the items in my order were out of stock and they were cancelling the order. I went out to their site and verified that all the items except the one were still showing as "in stock."
I sent them yet another e-mail asking for an explanation as to why once again my order was cancelled for no apparent reason. I detailed the entire situation and expressed my frustration and dissatisfaction thinking that would prompt some type of action. Today, I get a canned e-mail response from them telling me to call them to re-do the order (again!). No apology, no effort to recover my business, no explanation or attempt to figure out why both orders were cancelled. They have completely lost my business (after 6 years as a customer) which is sad because I actually look forward to their catalog each month.
Has anyone else had a bad experience with them?
P.S. - This was actually the second incident I have had with them. The first one was last year when they charged me full price for a CD that was a cut-out. I let that incident slide as a "one time thing" since I had years of good experience with them prior to that. However, this current experience just pushed me beyond!
I placed an order with them for over $400 back in January. I received one item right away, but heard nothing from them after that. After a few weeks I e-mailed their customer service department to inquire and received a response that because of a "computer glitch" my order had been cancelled and I needed to go back in and reorder everything from their website. (Why they couldn't just pull up my order by the # and redo it on their end is beyond me.) When I went in to do that, I noticed one of the items had a substantial price jump since the original order (from $30 to $75) and so I couldn't use the online ordering and get the same price as the original order. I e-mailed them again and explained the situation. I then received another e-mail telling me that I needed to call them "at my convenience" during their M-F, 9-5 business hours which, of course, is when I am at work (so, not "convenient" at all).
I managed to sneak away from my job for bit last Friday to call them to get the order straightened out. The person I spoke with was helpful: took the order, begrudgingly gave me the original price on the one item, waived the shipping (since I had paid it with the first item) and honored the coupon I had used on the original order. All the item were in stock except one which was on backorder. The following day I received an e-mail telling me that all the items in my order were out of stock and they were cancelling the order. I went out to their site and verified that all the items except the one were still showing as "in stock."
I sent them yet another e-mail asking for an explanation as to why once again my order was cancelled for no apparent reason. I detailed the entire situation and expressed my frustration and dissatisfaction thinking that would prompt some type of action. Today, I get a canned e-mail response from them telling me to call them to re-do the order (again!). No apology, no effort to recover my business, no explanation or attempt to figure out why both orders were cancelled. They have completely lost my business (after 6 years as a customer) which is sad because I actually look forward to their catalog each month.
Has anyone else had a bad experience with them?
P.S. - This was actually the second incident I have had with them. The first one was last year when they charged me full price for a CD that was a cut-out. I let that incident slide as a "one time thing" since I had years of good experience with them prior to that. However, this current experience just pushed me beyond!
