1/28/2008 09:50:00 PM
- January 26 (Late at Night): WOO HOO placed order for those super nice Bose In-Ear headphones. Between gift cards and a Rewards Zone gift certificate I was pay next to nothing out of pocket.
- January 27 (5:30 PM): Received email notification of Order Cancellation. What?!?! The email gave no other information as to why my order was canceled, just that it was. The email said my Credit Card and Gift cards have been credited as well as "If you used a Reward Certificate for this order, points will be reissued to your Reward Zone Program account with in 3-5 days."
- January 27 (Later That Evening): Call to Find out what happened:
- Explain to Rep 1 my case, directs my call
- Explain to Rep 2 my case, Rep 2 told me that the issue was with my shipping address (double/triple checked my address, same exact address I have used for the last year and a half with a large amount of online retailers). Rep 2 tells me the sales department can override this error. WOO HOO. Transfers
- Explain to Rep 3 my case, Rep 3 makes it sound like it is most likely my error in what I am saying my shipping address is, but she will try. Asks me for the SKU number (Why can't she just pull up my order and resubmit? Whatever.) I give her the SKU number, she confirms it is the "Boss In-Ear Headphones" (no typo there) I tell her it is. She takes my reward zone $5 certificate number. She then tells me that the certificate shows that it has been used. She is willing to direct me to the reward zone department to get it fixed, but I ask how long it takes on its own. She told me about 24 hours. I decide to just wait, I am sick (cold) and tired of talking to these reps.
- January 28 (Evening): I decide I will just have them sent to my parents address as they are coming to visit me in the next couple weeks. Seeing that it is 24 hours after, I gave it a shot. "The following Reward Certificates have already been redeemed and cannot be reused: ####." Bummer. I decide to call and see if they can get it fixed like they said they cold last night.
- Tell Rep 1 it is about a Reward Zone Certificate. She Transfers me
- On Hold (Estimated 10 minute hold time). A few minutes later a Guy picks up. He takes my personal information. Asks me what he can help me with. I tell him the story. He says "your last purchase was on Saturday", Me: "Yes". Him: "Is there anything else I can help you with today?" Me: (puzzled) "No.... Is my certificate refunded?" Him: "Yes, I will do right now." Me: "Thanks." Him: "Bye". (talk about awkward)
- I try to place order again, same message about the Certificate. Wait an hour, still the same message.
I understand stuff like this happens, but the customer support surrounding this has been horrible. All I ask for is being told what is happening and what will happen. Is that too much to ask for?
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