(e)Buyer beware - how not to do customer services
Blogs mean nobody can be silenced when they have something to say. That's bad news for companies with sloppy customer service; screw around with people who want to buy from you, and they'll make sure everyone knows about it.
By day, Andrew Scott is the founder of Rummble, a startup that designs location-based apps for iPhones and the like. He's a busy guy with precious little time, and like the rest of the human race, always has an eye out for a bargain. So when he spotted one on ebuyer.com, he decided to snap it up.
Unfortunately, Scott's experience of ebuyer.com started badly and rapidly descended into the seventh circle of hell, as he explains on his blog:
Tempted by their cheaper than anywhere else prices for a Samsung 22″ monitor for my new graphics guru recently employed, I ordered from them last week.
1. I was going to pay on my personal card. They requested a copy of my PASSPORT and a bank statement. Annoyed, but wanting to simply get the goods, I complied and sent the scanned copies to their email address. Days later, still no delivery. We phoned; they had no record and had canceled the order. We’d had no email or communication. FAIL No.1
2. we tried ordering again. This time I paid on my company mastercard; they didnt require the passport or bank statement this time, but they wouldn’t accept the order to be delivered to our London office, when the card was registered to our Cambridge office.
3. Reluctantly accepted to have delivery to the Cambridge office, so telephoned this time to ensure the order went smoothly. So we ordered BY PHONE and the guy said they would be delivered the next day, as they were in stock. I even paid extra for fast delivery.
Having arranged carraige from Cambridge to London, I called today to check things had arrived. NOTHING HAD ARRIVED. Tried to call, they had a cue of 9 people infront of me. Dug through my email, it turns out they sent a CANCELLATION OF ORDER EMAIL a couple of days ago; it had gone in my junk (good to know they use a good emailing service). The email gives NO useful information about why it is cancelled; the items were IN STOCK, so they cant be discontinued. We certainly did NOT cancel the order.
Did Scott just catch ebuyer.com on a bad day(s) or is his account a fair reflection of their customer service? Your tales of glory or despair are, as ever, very welcome.