| May 12, 2009
Hi,
I was desperately seeking 110 film for my upcoming trip. I placed an
order on your website Sunday and requested FedEx overnight. Today is
Tuesday. There has been no tracking number, no package, and no way
to find out what has happened to my order.
If I didn't need it today, I wouldn't have selected, and PAID FOR, FedEx
overnight. If I didn't need it until later in the week, I would have
chosen 2-day or Ground.
If you cannot provide overnight service, why do you offer it??? Now I am
totally ****ed, and I can't even pick up the phone and ask you why. No
one has answered the number on the (e-Mailed) receipt all day, and searching
for the status of my order only tells me to try back in 12 hours.
I'm out 70 dollars, I fly out tomorrow, and I'm just stunned at the
absurdity of a website that promises you an order the next day but then
has a page-long disclaimer about how no one will be around for five weeks
at a time.
Truly one of the worst experiences of online commerce in my entire life.
Sincerely,
Jennifer
Note:
Jennifer's order failed to
transmit from the shopping cart software to the shipping warehouse. This
happens several times a year, for no reason that we can discover. We
didn't learn of the problem until she e-mailed this complaint, and by then
it was too late. Her refund was issued immediately.
It is hard to see how anything
could have gone better if she was able to get through by phone. However,
it is easy to see why she found the experience so frustrating, and why it
made her feel so bad.
It also made me feel very bad.
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