Slooooow processing! ! ! ! Poor Customer Care
Written: Aug 10 '10 (Updated Aug 10 '10)
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Footsmart was once my first stop foot care because, as the name says, they provide quality information as well as detailed product descriptions. However, their order processing and customer service is a nightmare of dead-ends and placation.
August 4th, I placed an order. Three-and-a-half business days after placing an order, it was not showing in the My Account section at the website. I located the confirmation email and used that link whcih showed the order.
How does something like that even happen?
The problem was: unless that order was in transit to me at that moment, with their 5-8 day delivery window, I would be out of town. Thus, when the package arrives, it will be in public view on my front porch for about a week. Therefore, I had to either track or cancel the order.
I called Customer Service to track or cancel the order around 11:30 am. The CSR was polite, but clueless about the status of the order and did not have the authority to correct the problem. My request to speak with a Supervisor resulted in wait time, followed by "the Supervisor is unavailable," and an offer to leave a note for the Supervisor to send an order cancellation confirmation email. Instead, about twelve hours later in the wee hours of the morning, I received a shipping confirmation email.
I called Customer Service the next morning since Customer Service is not available at that hour. Again, the CSR was polite, but my request to speak to a supervisor was again thwarted by the same wait time, followed by "the supervisor is unavailable" tactic. This time the placation offer was to have the supervisor contact me within 24-48 hours.
I may be slow, but no one has ever accused me of being stupid. Their response to a problem of their creation was to pacify the customer in the moment and not satisfy the customer for the long term.
Recommended:
No
What product did you purchase or try to purchase? Croc Rx Cloud & Crocs Women''s Florence Slide sandals
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