Product and price are great. Customer service is poor.
Written: Aug 19 '07
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The online store is easy to navigate and contains accurate and complete product information. Customer service was poor at best. For some reason the credit department couldn't verify my address with my bank and thus couldn't process the order. I checked with my bank and they had my correct address, so the problem was on the J&R credit departments end. A Google search revealed that other people have had similar problem with J&R's credit department. To make things worse, the credit department was unresponsive and slow. I sent emails repeatedly and got no response. At one point I had to go above the credit department and contact the customer service people directly to find out what the problem was. Phone conversations were unfriendly and incompetent. They treated me as though I was a burden. This is not how customer service works. It took over a week to resolve the issue which required me to fax and email a copy of by driver's license and credit card statement multiple times. I was beginning to wonder if I was being scammed. Once the issue was cleared up the shipping was on par and the product was as described. I will think long and hard about ordering anything from J&R again. I would probably pay more with one of their competitors to avoid the hassle. Customer service is a critical quality when it comes to online stores. Especially when you are purchasing a thousand dollar camera. There is no excuse for unresponsive and unfriendly customer service.
Recommended:
No
What product did you purchase or try to purchase? Nikone D40X Digital SLR Camera
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About the Author
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