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your mistake was that you annoyed a pregnant taurus
For a while now I've been thinking I wish I had a recliner in the family room. Den. TV area of my house. Whatever it is. The furniture we have is comfy enough, but I wanted something where I could have my feet up and my head supported and not prevent someone else from sitting comfortably (as Himself gets crowded off the couch when I lie down to get my feet up and my head supported). The more pregnant I got, the more strongly I felt about this, and a couple of weeks ago I decided that meant it was not a whim and I really wanted to make it happen. Did some research and ordered a chair in what looked like a nice grey color. That was a Sunday.
The following Thursday, chair arrives. It is a lovely color, but it is a lovely brown color. I send a note via the website's system to say There doesn't seem to be anything wrong with the thing except that it's not the color I asked for.
They say Oh gosh, so sorry, let's get to the bottom of this, I have a record here of your order for this grey object, model number ########coc, what is the model number on the item you received?
We do some digging and finally find the model number and I reply to say Well - the model number is indeed ########, but instead of the abbreviation "coc" it says "cocoa," so that's probably a match, but I think we can all agree cocoa is brown rather than grey? So if your record says ########coc, your fulfillment department must not be where the error occurred, because here is my confirmation that what I asked for was in fact a grey thing.
That was Friday. Two days later, the Sunday after I placed the original order, I get a notice that says Okay, we're sending a replacement in the grey color, it should ship by Tuesday or Wednesday, and please stay tuned for instructions on how to return the brown one. And Tuesday or so I do get instructions on how to return the brown one; so I contact them to say Here's the thing, (a) I want to be really sure what you're sending me as a replacement is indeed a grey chair and not another brown one, because right now I don't see any difference in the order confirmation between last time I asked for a grey chair and got a brown one and this time, and (b) I don't feel great about returning the first one before I've received the replacement. And they replied to say We totally hear you, but (a) the model number on the thing we're about to send you is ########ash rather than ########coc, and (b) we've already arranged for FedEx to make three attempts to pick up the incorrect item so please do have it ready to go when they get there, and the replacement should be shipping soon and is estimated to arrive by Thursday and we'll let you know just as soon as it ships so you can track its progress.
Fine. We pack up the thing, FedEx comes and gets it on Wednesday, but the order page on their website still says the replacement is "preparing to ship" and I have no shipping confirmation and that makes me suspect the odds it will arrive on or before Thursday are pretty slim.
me, 14th: FedEx did pick up the return today, but you know, I still don't have a shipping confirmation for the replacement, so I don't see how it's going to arrive on or before 9/15 (tomorrow). Very disappointing.
them, 15th: Hi, The warehouse has informed me that the replacement is shipping today. It is set to arrive on or before 09/18/2016.
me, 15th: Thanks. Right now the website still shows the estimated delivery as today, so as you can imagine, I'll be a lot more confident about your 9/18 estimate when I actually get a shipping notice with a tracking number.
them, 15th: I understand. I am showing the same information that you are. The information I provided you was provided to me by the warehouse.
me, 16th: I hear what you're saying, and I want to be clear that I'm not blaming you guys in CS, but the only obvious conclusion is that you're getting bad information from the warehouse, right? I mean I first placed this order on a Sunday and the wrong item was delivered by the following Thursday. That's admirably prompt. I got the notification that the replacement was in the works on a Sunday, and now it's the following Friday and the correct item hasn't even been shipped yet, much less delivered (though the website still says estimated delivery 9/15 - although it is now 9/16, which would be a neat trick). Maybe are they waiting until they get the return back before they ship out the replacement? (If so, I would think it shouldn't be much longer, but I would *absolutely* think someone should have told us this and I'll be pretty annoyed if that turns out to be the answer and I'm the first one who thought of it.) Is there someone at a more supervisory level who could look into this? I know 11+ days is not a long time in general life terms, but it's not at all what you guys lead your customers to expect - especially when there's no accurate information coming during that time.
them, 16th: Here is your shipping confirmation and tracking number. Estimated delivery is Monday 9/19 only because FedEx doesn't do weekends. We are so sorry. Here is a coupon for 10% off your next order. It expires this November 15.
me: Thanks for that, but what are the odds I'm going to place another order by then? Can you either waive the expiration date or apply that discount to this order that's caused all the trouble in the first place?
them: We are so sorry. Sure can. You should see a refund of 10% of the purchase price of your grey recliner on your card in the next 3 to 5 business days.
Stubborn annoyed pregnant lady signing off.
The following Thursday, chair arrives. It is a lovely color, but it is a lovely brown color. I send a note via the website's system to say There doesn't seem to be anything wrong with the thing except that it's not the color I asked for.
They say Oh gosh, so sorry, let's get to the bottom of this, I have a record here of your order for this grey object, model number ########coc, what is the model number on the item you received?
We do some digging and finally find the model number and I reply to say Well - the model number is indeed ########, but instead of the abbreviation "coc" it says "cocoa," so that's probably a match, but I think we can all agree cocoa is brown rather than grey? So if your record says ########coc, your fulfillment department must not be where the error occurred, because here is my confirmation that what I asked for was in fact a grey thing.
That was Friday. Two days later, the Sunday after I placed the original order, I get a notice that says Okay, we're sending a replacement in the grey color, it should ship by Tuesday or Wednesday, and please stay tuned for instructions on how to return the brown one. And Tuesday or so I do get instructions on how to return the brown one; so I contact them to say Here's the thing, (a) I want to be really sure what you're sending me as a replacement is indeed a grey chair and not another brown one, because right now I don't see any difference in the order confirmation between last time I asked for a grey chair and got a brown one and this time, and (b) I don't feel great about returning the first one before I've received the replacement. And they replied to say We totally hear you, but (a) the model number on the thing we're about to send you is ########ash rather than ########coc, and (b) we've already arranged for FedEx to make three attempts to pick up the incorrect item so please do have it ready to go when they get there, and the replacement should be shipping soon and is estimated to arrive by Thursday and we'll let you know just as soon as it ships so you can track its progress.
Fine. We pack up the thing, FedEx comes and gets it on Wednesday, but the order page on their website still says the replacement is "preparing to ship" and I have no shipping confirmation and that makes me suspect the odds it will arrive on or before Thursday are pretty slim.
me, 14th: FedEx did pick up the return today, but you know, I still don't have a shipping confirmation for the replacement, so I don't see how it's going to arrive on or before 9/15 (tomorrow). Very disappointing.
them, 15th: Hi, The warehouse has informed me that the replacement is shipping today. It is set to arrive on or before 09/18/2016.
me, 15th: Thanks. Right now the website still shows the estimated delivery as today, so as you can imagine, I'll be a lot more confident about your 9/18 estimate when I actually get a shipping notice with a tracking number.
them, 15th: I understand. I am showing the same information that you are. The information I provided you was provided to me by the warehouse.
me, 16th: I hear what you're saying, and I want to be clear that I'm not blaming you guys in CS, but the only obvious conclusion is that you're getting bad information from the warehouse, right? I mean I first placed this order on a Sunday and the wrong item was delivered by the following Thursday. That's admirably prompt. I got the notification that the replacement was in the works on a Sunday, and now it's the following Friday and the correct item hasn't even been shipped yet, much less delivered (though the website still says estimated delivery 9/15 - although it is now 9/16, which would be a neat trick). Maybe are they waiting until they get the return back before they ship out the replacement? (If so, I would think it shouldn't be much longer, but I would *absolutely* think someone should have told us this and I'll be pretty annoyed if that turns out to be the answer and I'm the first one who thought of it.) Is there someone at a more supervisory level who could look into this? I know 11+ days is not a long time in general life terms, but it's not at all what you guys lead your customers to expect - especially when there's no accurate information coming during that time.
them, 16th: Here is your shipping confirmation and tracking number. Estimated delivery is Monday 9/19 only because FedEx doesn't do weekends. We are so sorry. Here is a coupon for 10% off your next order. It expires this November 15.
me: Thanks for that, but what are the odds I'm going to place another order by then? Can you either waive the expiration date or apply that discount to this order that's caused all the trouble in the first place?
them: We are so sorry. Sure can. You should see a refund of 10% of the purchase price of your grey recliner on your card in the next 3 to 5 business days.
Stubborn annoyed pregnant lady signing off.
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