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Terrible Customer Service - gives wrong info, won't get back to you, won't correct their mistakes
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I called on 10/21/11 to order a new hot tub cover and other supplies. The salesperson told me it would be about 2 weeks for the cover to get to their store and a $95 delivery fee (keep in mind I told him where I lived so it was no mystery and I wasn’t hiding anything). I agreed to the cover cost and delivery fee and they charged my card for the cover only at that point since it had to be special ordered. I called back on 11/18/11 (3 weeks later) since I hadn’t heard from the store about the cover. Another salesperson told me it wasn’t there yet and that it takes at least 4 weeks for it to reach the store, but she would have my salesperson call me back. He never returned my call.
On 12/2/11, 6 weeks after ordering the cover, the salesperson called to tell me it was in and the manager said the deliver fee would now be $200 since I was outside their delivery area. I was obviously upset at this delivery fee as it was now more than double what I had been told and the salesperson never prefaced it by saying it might be higher if you aren’t in the delivery area (with today’s technology it would have taken only a few minutes for him to look it up if he didn’t know where my town was in relation to the store). I asked him to talk to the store manager as I had a list of other supplies/chemicals that I wanted to order and perhaps it would be worth their while to meet me half-way on the additional delivery fee. He said he would talk to the manager.
More than 24 hours later I still hadn’t heard back from the salesperson so I called him back. He had talked to the store manager but he wasn’t willing to budge on the delivery fee. And my list of additional supplies came up to over $400. One would think since they made the mistake and gave out incorrect information, they would be willing to make it right. Especially when the customer is willing to spend another $400+ with them. Unfortunately the store manager wasn’t in so I couldn’t talk to him. I told the salesperson I wasn’t going to do business with a store that had pushed me into a corner and felt I should be penalized for their mistakes. I was going to call my credit card company to refuse the $427 charge for the cover they had already charged me, but the salesperson finally said he would credit my card.
It's unfortunate that companies like this won't correct their errors and actually try to blame their paying customers for those errors. Buyer beware and never trust these salesperson.
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