Barnes and Noble Informative - Barnes and Noble have kept a customer - On-line purchase of books
On-line purchase of books
First order completed, confirmed to me, but I found no record 3 days later when I checked on the status of my order. (approx 400US$ order)
I was an unhappy customer as time was lost and I needed the books. They were to be used during an extended trip.
Second -reorder completed, confirmed to me, again no record when I then checked on the status of the reorder. (approx 400US$ order)
After checking with customer service, who had no records of the orders, leaving both sides perplexed: first and second orders were cancelled -
I got confirmation of cancellations. Customer service was notified by me of all numbers involved in order and cancellations. They had no other records from their system??.
Guess I found the bug in the system.
I was an irate customer when over a 11 days later, B&N later confirmed that both orders were found and were to be shipped to me. (I was traveling at the time)
After more emails with B&N, orders were stopped. A more senior service representative confirmed all was cancelled and that any and all charges were to be credited on my credit card - one or two charge cycles at most.
Then an email arrived, 'we note problems, and cancellations with your orders, but one book was shipped' just return in 15 days blah blah blah. I went ballistic.
Feckless service person who had not read the chain of mails, sent in response to that email, provided a bland just send it back and we will credit you email. I went ballistic again. And little mr feckless has not responded to any follow up.
(These emails occurred during even more exciting than planned travel due to Irene, can't fly anywhere but emails arrived)
Today the credit card bill came and it is reported that the credit is there.
So, I will purchase from B&N again.
My time constraint was part of the problem, traveling was an issue, and non-US banking/credit card systems that do not challenge problem billing was another issue. B&N resolved the issue in one month.
Moral of the story - check on your orders, contact customer service at first sign of a problem, and do not waste time with staff that do not know the issues - dog them until you work with someone who has the ability to resolve the issues.