Inaccurate and misleading website; unacceptable management practices and customer service
Written: Dec 18 '03
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I ordered a product from Gart for delivery by Christmas. Gart's website indicated the product was in stock. Based on my pre-planning, I had plenty of time for the product to arrive via standard delivery by December 24th. However, within ten minutes of placing my order, I received e-mail from Gart indicating that the product was not available. I contacted Gart customer service and was told that the product would be arriving in their warehouse within one to two business days. I was assured the product would arrive at my house by Christmas. Five days later, after having not heard a word, I contacted Gart customer service to inquire about my order. I was told that the product was still not in stock and that they did not know when the product would be available. I then pointed the customer service representative to the Gart website, which still indicated that the product was “in stock”. Her reply: “when the website indicates that the product is ‘in stock’ and shipping in 2-4 business days, it really isn’t available. Only if the shipping date is 1-2 business days out, is the product actually available for immediate shipping”. At that point, I asked to speak to a manager. The representative put me on hold, only to return to the phone to indicate that there were no managers available, but that somebody would call me back. I told her that was not an acceptable solution. As I worked through the tooth-pulling agony of substituting another product (that would arrive by Christmas), while insisting that Gart pay expedited shipping and the cost difference between the product I ordered and the product that was available, the representative put me on hold no less than five times to consult with the manager that was supposedly not available. The entire transaction took in excess of 30 minutes. Had the Gart website indicated the correct stocking status of the order from the get-go, I never would have initiated the purchase, but I would have visited their website for future purchases. I guarantee that will not happen now.
Recommended:
No
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Epinions.com ID:
ammartin2000
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Reviews written: 2
Trusted by: 0 members
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