WHAT HAPPENS IF I
HAVE A PROBLEM WITH MY ORDER?
If you shop on line long enough, this will happen. I have had “issues” with large companies as
well as the smaller ones. I have found
that if you have all your ducks in a row (plenty of documentation) and are
persistent you will prevail. There is no
room in this “process” for threats idle or otherwise…factual and accurate as
well as only wanting what is fair.
I start out with customer service (do as much as possible
through email so that you have accurate documentation) and will work through
them as long as I am making progress. If
I talk to more than one person, which is not unusual, and you start getting an
“attitude” or “different stories” it is time to politely request a
Supervisor.
If you are doing by email,
give them 24 hours to respond, if over the phone (take notes as to whom you
talk to, always ask for a name, note the date, time and EXACTLY what the conversation
was), you may get immediately transferred.
If not, ask when you can expect to hear back and give them that repeat that time back to make sure you understood correctly. If you do not hear from them, there are a
couple of steps that you can take.
1.
Go to
your web browser and type in CEO and the company name, some of the larger
company actually will provide you with contact number, address and sometimes
even an email address of the CEO. At
least ensure that you have their name for future reference. Attempt to contact. Be assured that you will more than likely get
someone besides the CEO but usually you will get someone that has the
“authority” to correct the situation.
2.
You can always get on line on Facebook and see
if the company has a FB page. If so, hit
the like button and take a few minutes to read “any comments” that have been
placed on the FB page. DO NOT post
negative comments, BUT send them a PM indicating your issues, what has
transpired and what resolve you expect…kind and courteous. More than likely you will get some kind of
response. If it becomes a back and forth
and they start shutting down and not responding, it is time to take it up the
ladder, call or write the Corporate Office.
3.
If all else fails and it appears that the
company may be going out of business, you can contact your credit card company
as well as the Better Business Bureau and Attorney General in your state as
well as the state in which the company is doing business…this is where having
the company info will pay off because many of them shutdown their websites and
you have no idea how to contact them or where they are located. To contact the BBB/State Attorney, type that
into your Web Browser. According to the
dollars involved how far you want to take it but you surely do not want ANYONE
else suffering from the same situation.
The last issue I had, I ended up
going through Customer Service email (3 different people), then Facebook, 3
message the first being “they would be pleased to help me as 100% Customer
Satisfaction was their goal”. After 3 message
back and forth, their “tune” changed and was told I needed to work through
Customer Service…shutdown. I wrote a
letter to the CEO, and before I knew it, I got a response from a Customer
Service Manager, correcting the issue.
I never ask for something that was
NOT promised from the beginning but I do expect to receive what I ordered/paid
for in a TIMELY manner. BE PERSISTENT,
the attitude of many businesses today is that Customer Service is a catch
phrase…it should be the rule and not the exception!
HAPPY SHOPPING!!!! If you need help or assistance, please leave a comment and I will get back to you as soon as possible!
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