Downright Lousy
Written: Mar 08 '03
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One year ago I would have given this company glowing reviews, now I have nothing but the bad experience of the last five months to summarize the way I feel about them. Yes, they have a great selection, yes, they have an easy to use web site, and yes their customer service department is very prompt, but if you have a problem with them, expect a tiresome ordeal.
I ordered a DVD in october from them, and even though the tracking system showed it was delivered, I had not received the item. I contacted the customer service department and explained my situation and was told to send a statement with information and to fax it to them. I complied and sent the fax and waited. One month later I asked again about my problem.
Then I had to explain it to him again what had happened, which seemed odd, but whatever. I told him the problem and he told me to send another faxed statement with the info. I did this and waited another month. I contacted them again and guess what? They didn't receive my fax. Again. So I sent another one and asked if they could e-mail me to confirm receiving my fax and sure enough they got it and confirmed it with me and I was assured the problem was going to be resolved. This was early february.
It is now March and I still have not received my DVD. I contacted them at the end of february and guess what? Not only did I have to explain my problem again to the same amnesiac rep I've been dealing with for the past five months, but I was told to send another fax to them, because they didn't have anything on file! Even after he confirmed getting my statement no less then a month before! I no longer want the DVD, or a replacement. I cancelled all my existing pre orders and never want to do business with them again. I am attempting to send a third faxed statement next week at which I will ask for a full refund. I'm sure I'll get it, but only after having to contact them again about the refund and explain my problem for a fourth time.
The bottom line is their customer service department is a mess. There is apparently no record keeping of complaints since every time I talked to their rep it was like talking to him for the first time. They never followed up with me about the problem I had. I always had to ask them what the status was and if I had not asked for the confirmation from the fax, I'm sure I would have waited a month and inquired and got the same stupid runaround and "send me another fax" request, lather, rinse, repeat. If it's worth the savings, then go ahead and buy from them, just pray to whatever god you worship that they get it right.
Recommended:
No
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