In short it means that someone, somewhere has no idea what the hell they are doing and can not guarantee anything other than taking your money. I do understand that some places online need to operate in this fashion but at least stick with what you estimate. I had the misfortune of ordering something online, a gift for my sons birthday (which has now past). I ordered within the time I normally do for anything that I need to purchase online (normally from finding an awesome deal) and still having proper time to have it shipped to him so it gets it before the big day – no matter what the big day is, this includes the holiday rushes during the month of December. I have ordered dozens of things over the years and never had such an issue as I did with this new company.
I had found a great deal for the one thing that he really wanted (a game for the DSi) and it was decently priced, the shipped date was estimated great and we still had time to spare after it shipped to get to him if bad weather or anything else happened to pop in the way. I ordered, the credit card on file was charged, I received my email confirmation and all was fine. During both the sales page before you click order and the billing page when you enter your information all was fine. 3-5 Business Days, plenty of time, so silly me, I ordered and paid for it. What was I thinking?!
Your order has now been submitted, the next page loads and BOOM 5-7 Business Days…immediately I used their contact us button on their site as there was no live support chat available and attempting to call the number on the site lead me to disappointment. I explained in detail who I was, who the order was for, the billing information (not all but enough to be verified in their billing dept.) and what had happened while I was unaware how they could randomly change dates on new customers like that showing my disappointment.
My first contact went out at 6:10PM, I received a reply back within nine minutes showing me how to cancel an order. I explained that I needed someone to clarify shipping arrangements before I decided to cancel or not. I was attempting to try and save them charge back fees, but I guess no one caught on. I attempted to visit the site again only to learn that guest customers are unable to cancel via the website as you are a guest (WHAT?!), so I use their contact us again. I receive another reply back stating that they received my information to cancel (REALLY?! I had not done so at this point).
I was told once its been processed and shipped it can not be canceled (even though the other response told me that it was not processed yet). The email also noted that I am more than able to wait until my order arrives and send it back and they can refund my order – huh? Its a gift, so I need to know contact someone I purchased a gift for b/c someone’s order system is bat shit?
I call them and explain the story all over again, to someone who has no idea who I am or what I want – why? We will get to that answer soon enough. While actually on the phone verifying all of my information over yet again, I get another email response. This one stated that all items are shipped from a 3rd party vendor and that they are in fact a drop shipper.
Now I have no issues with places that run a tight ship who drop ship or not, just do your job the way you should and do not be shady from the start and we are fine. The man also mentioned that “the vendor is out of the office by this point today” – and, someone can look this information up next week, isn’t this why there are supervisors and management teams within a company?! Who they hell is running this place, an idiot?
At this point both Daniel and the other person (who felt like not disclosing their name in the email) are on my shit list. So I am on the phone giving all information needed to tell the person on the phone who is not Dan what is going on. Now Dan is good, I know Dan is just doing his job, but this company can not just say one thing before taking my money and then changing it up after they take my money. That is some nasty karma someone is getting down the line and I for one will be standing far away from the person receiving it.
The charge was put on a debit card which is never a problem. I go to the local stores here, charge, no issues. I can order online from just about anywhere, charge, no issues. I order online from this company, charge, screw up my estimated ship and delivery dates, go through hell to get someone to help me, end up calling, and they need to speak with my better half. Why?
My last name seems to be a hyphen and that somehow manages to confuse the monkey on the phone as he is not authorized to speak with me. At this point I am fuming, I have to hand the phone over for two reasons. One if I could reach through that phone to grab the cord of the man I was speaking with I would have more than likely beat him like his mother did not, and two, of course, I am not authorized.
Not authorized to speak about an order I placed, for my son, on the family debit card after I have verified all information requested. WOW After about a half hour ordeal which I truly thank the better half for he had the guy on the other end cancel the order and we did a charge back. Within ten minutes of calming down after fuming going through three hours of hell I jumped online, re-searched yet again where to get what I needed, ordered it from a known and quick site that does not take your money and leave you in a dunce cap like stance, and it was shipped out that evening and arrived on time.
The issue comes back again to a company saying one thing and doing another. Do not switch it up and piss off customers who could be loyal for years. I order bunches of stuff online. I could care less if the place is a drop shipper or not, just do what you say you will and do not be shady. Places like this have no point on wasting my time, your time or anyone else. Run a real company, have some ethics, thrive in your industry, do not be shady. Shady people never get anywhere, except maybe jail and who wants that?
