"A Comedy of Errors"
Written: Aug 28 '07
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I placed an online order with Smith & Noble for 10 honeycomb shades. I specified that the shades be sent directly to my contractor's address in a town 3 hours away because the shades were meant for our second home and our contractor was going to be installing them for us. Despite entering different billing and shipping addresses, Smith & Noble messes it up by entering the order to be sent to my billing address.
This wouldn't have been a big deal if we didn't have timing issues with getting to our second home which was undergoing a remodeling in anticipation of a large family reunion for my husband's side of the family. I didn't find out about the error until I called Smith & Noble to ask them when could my contractor expect the shades. While I'm on the phone with them, UPS drops off 2 of the 3 boxes at my door. There's still time for the family reunion, so I overnight these boxes to my contractor and Smith & Noble agrees to reimburse us for the shipping costs. I'm assured that the 3rd and last box is running no more than a day or two behind, so I ask that to be rerouted from my primary address to my contractor's address (where it should have gone in the first place) in Arnold, California. My contractor emails me a few days later and says that based on the tracking number that Smith & Noble provided, that box is now on its way to Arnold, PENNSYLVANIA!! I call Smith & Noble and say, "What's up?!" and they totally and completely absolve themselves of all responsibility for it and say that it's UPS's problem, not theirs. Long story short, that 3rd box contained 3 shades, so we had 3 bare windows for our family reunion; 2 bare windows were in a guest bedroom!
There's a lot more to this story which I won't bore everyone with, but bottom line: time and again, I dealt with rude and unsympathetic customer service reps who basically told me that, yeah, the initial mistake was theirs in that they didn't correctly enter the different shipping address, but after that, anything else wasn't their fault. I could not believe the amount of passing-the-buck. I even sent their president, Jon Bernstein, a long email detailing EVERYTHING on July 11th. I get a follow-up phone call from a customer service supervisor on July 23rd, who admits that my transaction was "a comedy of errors" (his exact words) and promises to call me back after doing a little more fact-checking. It's now late August and I haven't heard a peep from anyone at Smith & Noble.
In the meantime, I've ordered more shades from Budget Blinds (Kathy Ireland by Alta) where the customer service has been excellent and product has been superior.
Recommended:
No
What product did you purchase or try to purchase? 10 custom sized honeycomb shades
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leemundschau
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