I mentioned in my last post that I’m the lone male in my house (I have a beautiful wife and two gorgeous daughters). Because of this, I have lots of interesting retail experiences like the one I related yesterday about buying my daughter’s prom dress. Here’s another true tale.
My wife and daughters wanted a super-duper hair-straightening iron that cost a lot of money. My wife scoured the Internet for the best deals, and I chose to order from Overstock.com – even though it wasn’t the lowest price. I figured that they are reputable name and I have more confidence that they will deliver.
Most things I order from the Internet arrive within 4-5 business days – even when shipped UPS or FedEx ground. So, my wife was ancy when it hadn’t arrived last week. On Friday I went online to check and found that the item had shipped March 8 and a FedEx tracking number was provided. The tracking number yielded no result so I called FedEx. FedEx told me that Overstock had never contacted them to pick the item up and I should call Overstock.
I returned to Overstock and entered a live chat with "Randall" who informed me that it had shipped, but the tracking number had not been updated. He told me to give it until March 22, though admitted it certainly should arrive much sooner. He told me that a "specialized representative" would update the tracking number on-line and I should check back in one business day.
As of today, the iron still hasn’t arrived and the tracking number was not updated. I entered a live chat with "Fredd" who told me to give it until March 22 and a "specialized representative" would update the tracking number and e-mail me or call me in one business day.
When I told him that this was the same answer I received last Friday and I wasn’t confident that the item ever shipped (because FedEx told me it hadn’t) he told me that FedEx was lying and that a "specialized representative" would update the tracking number and e-mail me (he didn’t say "call" this time) in one business day.
Here’s this customer’s take on this:
- I have no confidence that my package in on the way because Overstock.com can’t produce a valid tracking number or give me any tracking details.
- At this moment, I have no confidence in Overstock.com to resolve the issue because they’ve yet to deliver on one thing they’ve told me they would do. I got the same answer today that I did last Friday. Why should I believe them today?
- Instead of providing me with any kind of documentation or proof that the item shipped – or taking responsibility for the issue – they have simply communicated empty promises and blamed FedEx for lying to me.
So far, Overstock.com has under-delivered to this customer.