SetToStun

Jan 6, 2021

TERRIBLE customer serivce

Ordered fabric on 12/28. Realized there would likely be a delay due to the holidays. I was pleasantly surprised to see that I got a shipping notice the SAME DAY. The day after, I got another notification that there was a second shipment. That's fine. Until the warehouse never actually shipped it, just made the label. A small delay was fine, but I sent an email letting them know it was sitting around in a warehouse and I expected the item to go out promptly. No response. Even if you also count NYE as a holiday (most retailers don't) today would be the 4TH BUSINESS DAY that my order has just SIT IN A WAREHOUSE FOR NO REASON. I finally got an email reply; basically stating "it's not our fault, fedex hasn't updated yadda yadda, if you don't get it by 1/11 contact us then". See attached. As you can imagine, that made me irate. So I called. I let the service agent know what was going on, the email I had gotten, and that under no circumstances was that acceptable. She went on hold to look at the issue, then came back on the line to tell me she passed it off to someone to "investigate" and that I should get a response in 3 days. Well, that made me even angrier. I let her know that I wasn't here to put up with her passing the buck, or them making me wait another 3 days to actually ship an order they'd made a label for. She kept trying to talk over me, and when I wouldn't let her, decided she wasn't going to say anything at all. Fed up with her attitude problem, I asked for a supervisor. The "supervisor" I got was a lying piece of work. She tried to tell me FedEx was having up to 2 week delays in their pickups. When I told her I worked direct customer service for a retail company, our company uses exclusively FedEx for standard shipments, and that there is no delay at all right now, she was a stuttering mess. Had no explanation other than "it can take so and so business days" with no explanation for the fact the order was processed already. When I told her about the inept customer service agents I'd talked to, she said they would "look into it" again (referring to the order) with no indication of a timely follow up. I let her know if I had done such a terrible CS job, I'd be written up and fired - and it must be nice to work somewhere, when you don't have to do your job to get paid. I guess I'd have to just call in and scream some more when nobody could be bothered to tell the warehouse to ship my order. After some more stuttering, along with another half baked lie of an excuse and her trying desperately to start ending the call, I hung up on her. Later tonight, I get a message from FedEx that the package is on the way. Would it not be easier to have your customer service agents actually do their jobs, so that people don't have to be nasty and yell to get their issue resolved? I work customer service. I know the job sucks, but if you do your job, decent people don't have to act like an ass to get anywhere. Unfortunately for them, me being a CS agent means I don't have any tolerance for terrible CS agents who can't be bothered to do their jobs, causing me inconvenience.