Online Purchasing Perils

Desert Lily · ‎06-24-2011

A couple weeks ago, I purchased a Knithaus jacket online (not from Q) for $44.99 + $2.99 shipping. Five days later, I received an email stating they had "Oversold" the item but expected to be able to send it within 20 days. A week later, I got another email stating the jacket was now available but it was $65.00 + $6.99 shipping. It reminded me of a bait & switch Lol. A couple weeks ago, I also ordered a Bixby Enhancer (from Q) that was a ODO price for $59. I waited weeks for it and finally called CS. Although the CS person was very nice, she first told me I paid $149, not $59; she didn't look at the order and see that I also bought an AnyBody jacket and jogger pants - I had to tell her. Of course the enhancer was later sold out, but I had bought it shortly after midnight ET right after it showed up on Top Finds & many hours before it aired. She stayed on the phone and we found a similar enhancer that she replaced for the same price. But, it's not as pretty or as nice; it doesn't have the stones at the top. She then told me to track the one I first bought (impossible) and if it arrived to send one back. Only the mailing info was sent. The first enhancer never left the warehouse. I think online shopping will keep growing and become more competitive, and shipping, CS, and positive practices will keep growing in importance in where we shop.

AuntMame · ‎10-16-2010

I hear you. I can sympathize with your frustrations. It can be so difficult to get some of these online retailers to fulfill orders, and if they can't to refund your cc. And honestly it seems to be getting worse.

These days there are only a few online retailers I feel comfortable ordering from--Amazon, Nordstrom, QVC, and a few others. I know that if something goes awry with my order they'll make it good. Promplty. Not so with many others.

I ordered a sweater from a company that recently had a QVC TSV. It never shipped. After several weeks of not hearing from them I called. The sweater was out of stock. It took several more weeks of phone calls and e-mails to encourage them to credit my credit card for the order never shipped. Hate having to hassle with stuff like that. It makes me not want to order from any of these retailers.

I sympathize.

chrystaltree · ‎05-10-2010

Things like that are frustrating, they can even make us angry. But, it's just life. Things happen and there are no totally risk free, perfect shopping experiences anywhere. Even in brick&mortar stores. Online and brick&mortar are different shopping experiences but each one has it's own problems. Which, to be fair, are few and far between. I still feel like I'm living a shopping dream, sometimes I cannot believe how easy it is to shop for exactly what I want and have it delivered to my door in a week or less. So, the occasional problem doesn't bother me much...after I get over my initial feelings.....as long as I get my money back. Personally, I don't do substitutes like you did with that enhancer. I want what I bought or just refund me, thank you very much.

Spurt · ‎03-20-2010

@Desert Lily

Those situations were definitely mishandled. I would definitely write a letter via snail mail and address it to CEO Mike George to make sure your situation is known. I know we are all human and yes mistakes happen, BUT this is happening more and more and something needs to be done to stop it ... Too many times you think your order has gone through and then the customer is notified by email a few days later, or sometimes not even notified at all, that oops sorry we oversold the item!!! That's not right. And on the surface it does look like bait and switch--whether intended or not

And even "mighty" Amazon is not immune either Ive had several incidents with them and no longer shop with them--3 strikes and they're OUT with me!!!

I think what's eventually going to happen is yes for a period---- online orders will continue to grow and get to a point the online retailers struggle to keep up with the demand and more and more mistakes get made and customers get more and more frustrated OR retailers have to hire more help causing prices to rise, and these scenarios cause shoppers to shop more locally for better prices and experiences..........

This is already happening--- someone posted a thread with an article about how some shoppers are returning to B&M stores.....And no online shopping wont be going away but eventually there will be a shift and more of a balance....

I cant wait to see what happens during this Christmas Shopping season...Just a recommendation--SHOP EARLY AND DONT WAIT UNTIL THE LAST MINUTE or we will be certain to see you post your sad story on this very Forum.........

(And I know those living rurally or cant get out and about because they are a caregiver, or because of their own health issues, or its inconvenient due to work schedules, etc etc will solidly continue to support online shopping).....

Animals are reliable, full of love, true in their affections, grateful. Difficult standards for people to live up to.”

corita · ‎08-20-2012

I just went through an "incident" yesterday with Amazon. I had ordered several items on their 'save-subscribe' program. They were supposed to arrive on Tuesday. But yesterday my postman - who I have had for over four years - came to my door with a huge pink plastic bag. He asked me if I had ordered something liquid and yes, I had.

Well, all five orders (some small and some larger) were in the one pink bag. He and I looked through the bag outside and everything was soaked thru and some broken up in several parts...sticky and smelly. Don't really don't know what happened and neither did my postman. Of course, I refused the order and he returned it.

I immediately called Amazon -- they are reordering everything, delivery in two days and gave me a monetary credit for my issue!! Don't know where or how everything got wet, but Amazon's customer service is the best!

songbird · ‎03-21-2010

@corita wrote:
I just went through an "incident" yesterday with Amazon. I had ordered several items on their 'save-subscribe' program. They were supposed to arrive on Tuesday. But yesterday my postman - who I have had for over four years - came to my door with a huge pink plastic bag. He asked me if I had ordered something liquid and yes, I had.
Well, all five orders (some small and some larger) were in the one pink bag. He and I looked through the bag outside and everything was soaked thru and some broken up in several parts...sticky and smelly. Don't really don't know what happened and neither did my postman. Of course, I refused the order and he returned it.
I immediately called Amazon -- they are reordering everything, delivery in two days and gave me a monetary credit for my issue!! Don't know where or how everything got wet, but Amazon's customer service is the best!

Agree about their customer service. I ordered a tool for my husband. Turns out he didn't want any parts of it. It said shipped but I called Amazon and told them I would have to return it. It's heavy, over 45lbs. They immediately stopped the FedEX truck leaving with it and credited me. All happened in a space of an hour. Incredible. That's what I call customer service ......

Allegheny · ‎03-19-2010

Over the past few years the volume of on line shopping has grown by leaps and bounds. Perhaps the retailers jumped in and didn't adapt their processes to handle the volume and issues that arise.

This past year we even had a couple of issues with Amazon, however their customer service is experienced, well trained and for the most part extremely responsive.

In fact I have run into more problems in the last 2 year then ever before. Ten years ago when I remodeled my kitchen I ordered all my major appliances on line via different retailers. Even the kitchen sink. Not one error

Montana · ‎03-09-2010

Last year I had a cluster of problems with Amazon. All with local delivery. The worst was them claiming they couldn’t locate my address - the only one I’ve ever used at Amazon. Just crazy.

Until this happened to me, I had no idea there were so many complaints against them. The complaints are still on the internet even though Amazon took down their forums,

So yes, even Amazon has problems. I feel the difference is their stellar customer service. Many retailers fail to realize the importance of good customer service. In my opinion, a major misstep.

.

chrystaltree · ‎05-10-2010

@corita wrote:
I just went through an "incident" yesterday with Amazon. I had ordered several items on their 'save-subscribe' program. They were supposed to arrive on Tuesday. But yesterday my postman - who I have had for over four years - came to my door with a huge pink plastic bag. He asked me if I had ordered something liquid and yes, I had.
Well, all five orders (some small and some larger) were in the one pink bag. He and I looked through the bag outside and everything was soaked thru and some broken up in several parts...sticky and smelly. Don't really don't know what happened and neither did my postman. Of course, I refused the order and he returned it.
I immediately called Amazon -- they are reordering everything, delivery in two days and gave me a monetary credit for my issue!! Don't know where or how everything got wet, but Amazon's customer service is the best!

Amazon is in deed the best when it comes to customer service! I have only had a few incident since I started with them in 2002 but each time, they made it right and treated me with respect and consideration. By "made it right", I mean they expedited shipment of my items and charged me nothing. I didn't have to "prove" anything or make formal claim. I just said that I didn't receive my item...and they took it from there.