No Return Policy maddeningly frustrating and customer service is non-existent.
Written: Aug 23 '06 (Updated Aug 24 '06)
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I placed an order where my shipping address was different from my billing address. Because of this, I was supposed to have received a verification call from eCost's credit department, which never came. Consequently, my order was never authorized for shipment which I only found out 10 days later when I called to inquire where my order was.
Customer service rep supposedly authorized the shipment at the time of that call, but 5 days later, when checking the status of my order online, the item was still being "processed." I called to complain and that new customer service rep couldn't help me because the order required the authorization by the credit dept. which was closed because it was Sunday.
Spoke to another rep the next day who authorized the shipment, even though the order record show that a previous rep had authorized the shipment -- rep could not explain why the authorization had not gone through. Anyway, order was finally shipped.
Order was shipped DHL Home Service which hands off package to US Postal Service for finally delivery so there's no tracking. Had no way of knowing when I might receive the package.
Finally received the order -- weeks later --and the Plantronics bluetooth headset which I'd ordered was in generic packaging and was of a blue marbeled color and not the silver color pictured on the web site. Hate to be petty, but color did matter and was also concerned that the product was not in Plantronics packaging which I had seen in a brick-and-mortar store (eCost's packaging looked more like grey goods.)
After awaiting the package, frustrated for too long, I set about requesting a return. The fact that eCost had sent me something other than what I thought I ordered made no impression on the handful of customer service reps I spoke to. The No Return Policy held, though I did manage to get an RA # for all of my complaints. I could exchange, I was told, but to do that I would have to place a new order, then call eCost back with the new order number which they in turn would put in the record with my RA#. (Contrary to how normal, reputable catalog/online retailers operate, eCost's packing slip includes no dedicated space for reasons for return/ordering exchange products.)
I am putting the bluetooth headset in the mail today to return to eCost, wondering if this incredibily ludicrous and archaic method of exchange is actually going to work. Judging how things have been going thus far, I doubt it.
By the way, when the RA # was to be issued, I was supposed to have received it via email. True to form, eCost never emailed it to me, and it was only when I called eCost to ask where the RA # email was, that they told me the RA # had already been issued -- about 9 days earlier. Well, wouldn't you know it, RA #s have only a 10-day life span in eCost's World, which gives me only a day to get this product in the mail back to them. Thanks a lot.
In short, my experience with eCost tells me that this e-tailer has set up their business such that they want to sell you stuff after which they don't give a rat's you-know-what what happens to it, or, more importantly, how satisfied you are as a customer. The whole experience smacks of dishonesty and feels criminal to me. I will never buy from eCost again.
Recommended:
No
What product did you purchase or try to purchase? Plantronics Explorer 320 Bluetooth Headset
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Epinions.com ID:
ioff13
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Reviews written: 2
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