May 9th, 2008

run

It's our parcel now

 

I bought a rabbit hutch from ebay.

After a week I drop the seller an email and ask about shipping. He admits he only just posted it out but gives me a tracking number. Should be there in 24 hours. Nice. Though I didn’t think I’d be waiting a week for him to make the hutch or something…

 

So TNT are the courier, and I wait in all day for nothing. No card, but the online status says to call them for re-delivery.

 

I ring them.

“Looks like you weren’t home.”

“I was home all day long. There’s no card.”

“Oh wait, the package was put on the wrong van! It was a failed delivery. We’re sorry. Let us rearrange delivery.”

 

It’s my holiday time, so I put my feet up for one more day. They swear up and down they'll have it to me. But the next day rolls by and still no package.

I call again.

“Sorry, it was put on the wrong van.”

“Please can you get it to me tomorrow? I can’t waste anymore time on this.”
“Yes, absolutely. I’ll call the depot now. Can you hold?”
*Holds*
“Yes, it will be with you tomorrow AM. ” Fo' srs.

 

Day Three = no package.

I ring them and tell them to return to sender because this is just a piss take. They apologise. Turns out it was put on the OMFG wrong van again. But this time it was then taken off, then forgotten at the depot altogether.

 

I let the ebay seller know that TNT messed up big time and I’d be sending the item back. Sorry that he lost the business, but I was back to work and couldn’t spend any more time sitting about for invisible parcels. Not even for the lulz.

The seller says Ok. The tracking number is still valid, and I watch it tracked back and received no problem. However, when the seller delayed a refund, I gave him a gentle reminder via paypal. I wasn’t about to forget my £70.

 

They freaked out and threaten “legal action” if their paypal account became “suspended” due to the refund. I wasn’t even sure I knew where he got this idea about a “suspended account” from. His attempts to scare me failed terribly.

 

Since I had the tracking reference and they had my hutch and money, I wasted no time posting a paypal seller dispute. I got a refund and apology. Though TNT never could explain why they royally screwed-up three times in a row. Tricky thing, vans.

  • Current Mood
    disappointed disappointed

(no subject)

A follow up to THIS POST about bad service from Joanns.com:

I was told that I would receive a refund for the price of shipping plus the 1/8 of a yard that they didn't have, and they overnighted my fabric. I received a tracking number which does show they over nighted it, but my bank account still has no refund.

Let's see how this 'promise' goes. At least they tried to make right.

Edit: WHOA. Things have changed a lot in the last few hours!

I have not only gotten a call from the Joanns.com team, but an email! The call came from them and not only would they be refunding my money for shipping, but they are giving me a $10.00 gift card. I am ... amazed. I've never seen a company go so far out of their way to make sure I was happy. They did indeed overnight my fabric, even if it ended up on my neighbors doorstep instead of mine.

I ALSO got an email!!!

Good Afternoon Jantra:

My name is Leigh-Anne, and I am with the Joann.com team. I handle non-merchandise content on the site (all the fun, free projects) as well as web outreach. I am the one who spotted your message on LJ and brought it to the attention customer service.

If you do not see the refund credited within 5 to 7 days (accounting for the weekend and typical banking/credit card company hoopla), please let me know, and I'll follow up again with our customer service team to ensure everything is put through.

Thank you!
Leigh-Anne (removed her last name)


The email might have led to the phone call, or they could be seperate... well, Leigh-Anne, I am posting this to let everyone know the Joanns.com team has been trying hard to make up for their brief bad_service!