Business as usual
Written: Nov 05 '03
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Sharper Image has a nicely done online shopping site and offers some great deals. Unfortunately, the shopping experience is marred by an antiquated and unresponsive customer service (misnomer) concept. Customer service complaints by email are routed to one of several centers according to a live person I actually managed to reach by phone.
Since I'm currently at an APO address, I naturally took on faith that the advertised shipping methods would work as promised on their website. So I ordered .... big mistake. The product was not delivered and it took no less than 8 emails and several phone calls to finally learn the status. Bear in mind, my credit card had been charged fully. Once I reached a human being and expressed my displeasure, it only took 3 more weeks to obtain my merchandise. No apologies, no concern.
If not enough, a co-worker ordered at the same time, received a product that failed within the 90 day warranty period and returned it. Six weeks have passed without correspondence, the replacement product, or any notice. In this case, the merchandise had already been paid for by card and apparently Sharper Image is in no hurry to provide the paid for service.
I like some of their products, but won't order online anymore until they mature their system and procedures. The trouble with business today is .... business as usual.
Recommended:
No
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