November 19th, 2007

the dude

Annoying and frustrating service...

from I've heard nothing but great reports about this site, so decided to buy an outfit for a friend's wedding.
I allowed 6 weeks for it to arrive [what I thought would be a reasonable amount of time, considering everything I bought was available to ship within 2-3 days!].
A week after ordering, I get an email saying that they've sold out of the pair of shoes I'd bought. Ok, no biggie, filling orders in sequence etc - so I shot them an email back same day to exchange them for a different pair.

3 weeks later, I'm starting to stress a bit, haven't heard anything from them and the wedding is in two weeks. I sent an email to ask if I could have a tracking number so I could see where they were up to [assuming it had been tied up in customs or something] - I get one back that same day letting me know they were still waiting for the second pair of shoes to arrive from the warehouse. 3 weeks later? The availability on the website stated 2-3 days. Ummmm... not so cool, and by this stage I am really very frustrated. I replied to that email asking when they *would* be shipped, and to see if I could pay any extra to get it sent over mega-urgently [I'd already paid $USD32.00 shipping, but didn't want to go shopping just before the wedding for another outift!].

Two days after I get an email advising that they were waiting on my shoes to arrive, I receive another one telling me they'd sold out, and that they fulfill their orders in numerical sequence... what? A couple of days ago you were waiting on them to arrive, and you had 3 weeks to work out where I was in queue to tell me they had sold out and to order another. I'm now a week before the wedding with no outfit, close to $USD250.00 out of pocket an furious at the way these guys couldn't get their act together to tell me that the second pair of shoes that I wanted wouldn't be available.

Absolutely fuming, I sent an email back asking for a full refund - explained that I'd bought it for a particular occaision [I don't wear dresses very often, so it would probably be in the back of my closet for a while!], it still hadn't even been shipped close to 5 weeks after ordering, the two pairs of shoes that I'd wanted had both sold out [I was angry about the second pair, surely they could work out in three weeks that there wouldn't be enough to go around. And why would you tell someone you're just waiting for them to arrive?] - I didn't even know if this was going to arrive by Christmas.

I sent that email a week ago, with no reply. I resent it on Wednesday, adding a snarky note wondering what kind of internet business can't answer their emails. I re-sent it this morning, and am just wondering what my options are. Can I open a dispute with PayPal [I've only ever done that with one eBay transaction]? I'm in Australia, so don't know what the BBB could do for me. I'm just really upset at the way they [mis]handled my order, took 3 weeks to tell me something wasn't available - after I'd been told they were just waiting for the shoes to arrive, and now are ignoring my emails when I ask for a refund.

Any suggestions?
  • Current Mood
    frustrated frustrated
  • bashou

Fuck SprintPCS

I've not posted a complaint here in a long while; a lot of it is because I'm sick of complaining myself. Quite a few of you have complained about shoddy service from SprintPCS. Many a time I expressed surprise in that a company that had been excellent to me (I've been a customer of theirs since October 2001) would treat my fellow customers like crap. If your goods and services aren't up to snuff, you really shouldn't take a huge dump on the people who are giving you money.

SprintPCS had been mis-billing me ever since spring of this year. The good news is that whenever I'd go to the store or call in to customer service to contest the extra charges (for "Anytime minutes above top tier" when I have used only 150 or so of my 800), the charges would be reversed, some credit would be given, and they'd try their best to fix the problem so I didn't get those charges again.

The next month, same problem again. This time I'd call their customer service to take care of it.

The next month ... Back to the store. Lather, rinse, repeat, all the way into October.

What's really beautiful about SprintPCS is that they will not let you cancel their services in store. You have to do it over the phone. And if you've ported over your main phone number, you no longer have a way to log into your online account to take care of things. Even niftier is that during the time the two phone numbers were porting over to their new services (I went to T-Mobile, my ex switched to AT&T/Dingular*), we were billed for the calls and text messages that were sent on our new non-SprintPCS phones. WTF.

Today I called in to cancel all remaining phones (I had 5 lines), and contest the Extra Anytime Minutes I had received. I was also hoping to get the termination fees reversed, but not expecting that to happen (I would be a permanent non-customer - such people will never get deals; we're not coming back). No relief on the termination fees; no problem. I expected that. The extra minutes were charged because once those other two lines were canceled in the middle of the billing cycle, those minutes suddenly became pro-rated, and no longer applied to my shared 800-minute plan. WTF.

The good news is that the customer service reps I talked to today were calm and polite, and that some manager offered to negate the $400 worth of termination fees if I kept the remaining three lines. The only problem with that is that I'm sick and tired of dealing with them. I shouldn't have to be complaining to them every month just to get my bills straightened out. Even if it saves me money, it's not worth the hassle to stay with this company. I declined the offer; my final bill will be around $1000 (including termination fees), and it will be worth it.**

Lessons regarding quitting SprintPCS:
- If you want to port your phone numbers to a competing service, somehow do it at the end of your billing cycle.
- Don't use your new service until the port has completely taken over (for two days, the old and the new phones would ring and receive the same calls and texts).
- Strongly consider not porting your numbers and just call their customer service to cancel. It may not be worth the hassle to you.
- Shitty customers that aren't coming back to Sprint get out of termination fees at SprintPCS. Good customers don't.

Other former SprintPCS customers can post their "I told you so"s in the comments. Aw hell. All y'all can chime in.

*SprintPCS may suck, but they're not responsible for our break-up.
**Actually, those of you expecting Xmas presents this year: You're not getting any. Sorry. :(
  • Current Mood
    annoyed annoyed
Drawing (Fall Girl)

(no subject)

My sister and I were in Payless a few days ago (hey they do have cute shoes) and something just really really irritated me.

Ok, I know people make fun of people...whatever, it's human nature. But since when is it ok to make fun of a customer in front of another customer? Especially if that customer is mentally challenged? This clerk just irritated me! And the fact that he spoke to my sister and I in a tone that insisted we make fun of the poor man too was even more irritating.

So basically we were at the register, ready to purchase stuff, when this poor man walks up to the guy who was helping us, and goes "Is it ok if I try these shoes on?" Harmless question right? Not to the clerk. He tells the guy kindly "Yes, of course it's ok" then when the poor guy leaves, turns to me and sister and proceeds to make fun of him. Calling him stupid and slow and a retard. We just looked at him very shocked. And he did not stop at one joke, he had to keep rolling them out for our entire transaction. He was very arrogant.

I guess I am more sensitive to this because I used to work at a drugstore that was right across the street from a cafe that only employed mentally handicapped people. So I would see them everyday and get to know them and think they were the sweetest people. I am honestly outraged. And am considering filling out a complaint form. However I'm not sure if this is going to far. What does everyone think? Am I taking this too seriously?