No issue with the order process but the lack of contact is horrible.
Written: Jul 20, 2012
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Stauer has pretty bad customer service.
I placed my order with Stauer for a watch on July 9, 2012 and was given the impression that the watch was in inventory. Later on the same day I received the e-mail confirmation below that my order had been placed. So far so good and I was very impressed with the speed that my order was taken and processed.
Thank you for your purchase! This is a confirmation that we have received your order and it is currently being processed. If the product is available, it will ship within 1-3 business days. In the event any of your items is on backorder, your entire order will ship when all your items are available.
We invite you to check the status of your order anytime by logging in to your account athttp://www.stauer.com/ or email us at mailto:customerservice@stauer.com. Our goal is to respond to all email inquiries within 1 business day of receipt.
You will receive an email confirmation when your product is ready to ship.
Thank you very much for your order!
Sincerely,
Customer Experience
Starting on Thursday, July 12th, I checked my order status on a daily basis and this is the message that I received:
Finally today, Friday, July 20th, I called Satuer to check on the status of my order and was told that it would be shipping today (coincidence? makes me wonder if I would still be waiting for my order if I waited to call on Friday, July 27th??????). When I asked the reason why it took 9 days for my order to ship out, I was informed that it was because the item was on back order.
I can accept that my item was on back order, however, what I can't accept is that why at no point during the previous eight business days was I never notified by e-mail that my order was on back order?
In these days of instant notification, I am very surprised that Stauer does not take the extra step to keep their customers notified of the status of their order either via their website (no update of my order) or via an e-mail.
This is my first time that I ordered from them and I have some serious doubts that I will ever place another order with them again nor if the watch is as nice as I hope it is, will I give them credit. I wil just say that I bought my watch from another company or that it was just a gift.
In my opinion, customer service is what makes a company and Stauer is indeed lacking in the customer service department.
Best Regards,
Dennis Banks
Recommended:
No
What product did you purchase or try to purchase? Watch
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