Horrible customer service and internal operations processes
Written: Feb 18 '07
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I placed an order with Smith and Noble in December and have yet to receive my order (Feb 17, 2007). There was an issue with the way the order was fulfilled (dual fault) and I received a rod that was too small.
I was advised to follow their discount remake process. I called to let them know what the new order should be and then they said that I should send in a fax with the order and my signature on it to verify the order. I did this.
I called to verify that they had received it and they first said no. After about 20 minutes with someone where she first said that they had no record of it she was able to find it. She asked me if I wanted it charged to my card and I said yes. I thought that I was done.
After about 2 weeks I heard nothing from S and N. I called and they had no record of my order. I refaxed the order in and the supervisor told me that she had received it and would "personally" deliver it to the factory. It would be sent soon.
Now one week later I receive a call from that same supervisor, Kim, who tells me that the factory got back to her and told her that they need payment, she wants to know, would I like to use my same card or another card. I asked her why she did not ask me this last week (one full week later) and she had no answer for me. She just kept saying the factory got back to her and this is their process. My question for Kim and S and N is, if Kim was really going to personally make sure that my order was made, would she have just tossed the ball into the factory's court? She really did not personally ensure anything. She should have known each part of the process that must be completed so that my order was truly going to be made.
Now I wait another week. Uncertain whether I will ever see this rod. I have no choice to wait for S and N b/c I had custom drapes made that have been sitting in a pile for 3 months.
I will never shop here again and I would not refer this company to anyone.
Recommended:
No
What product did you purchase or try to purchase? curtains and curtain rod
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Epinions.com ID:
tchicago
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Reviews written: 1
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