WBshop.com Complaint - Nothing but Aggravation to Buy from WBShop
This holiday season I've made numerous purchases on the Web and the unsatisfactory experience from some big-name retailers prompt me to share my experience here. In this day and age of mature e-commerce technology, I'm so galled by the dismal ability by some companies to attain a decent customer experience that I just have to do a little ranting here.
WBShop (Warner Brothers Movies/TV website) is one example. The order confirmation indicates the item will be shipped within 6 business days. 2 weeks have passed and still the order details says "in process." I emailed them and received a response after more than a week. After 4 days of waiting I called instead and was told the item was on backorder, no estimate of when it's available but when it's shipped, I would get an email. Amazing that no email letting customers know it's on backorder and no idea when it will be available?!? What company doesn't know when their OWN products will be available. And yet, when I go to the product page, it does NOT say the item is on backorder or sold out but that it will ship within 10 business days. Something fishy is going on here. It feels like they are fulfilling other orders first since my order is very small. Just an awful e-commerce site and customer service.
Another one I want to mention is a website that sells kitchen supplies. I don't want to mention their name because they're not a huge e-tailer and although there are rooms for improvement, they at least have good customer service but I want to use them to contrast with Amazon's superb system. A days after I placed an order, I received an email from them asking me to call them because some items are on backorder for 14 to 21 business days. and if I want separate shipment, I would be charged extra for shipping, so I need to let them know. At a giant e-retailer like Amazon, even if I use free shipping (with $25 purchase) and some items are delayed for whatever reason, I never have to wait for the entire order to be ready, I always get them separately even though I specifically checked the box that says "group items to be shipped together" or something like that. And I've never been charged for extra shipping. Now, I realized that they're a behemoth and can afford to do that (but they sure don't have to). Also, on the product page, they're very up-to-date, if an item is on backorder, it's indicated. When I talked to the customer service person at this kitchen supplies company and mentioned that it would have been helpful if their website would indicate which items were on backorder, she apologized but said that they carry so many products and couldn't really update the status on each and every product. Well, that just shows their e-commerce site is not up-to-par with the technological advances and they're not a giant company like Amazon. But it does mean none of the items that are intended to be Christmas presents won't arrive in time if the estimates are correct. If only the info is available on the product page, then I could make alternate choices or choose another color. However, deep pocket companies like Warner Brothers have no excuses, they're just an embarrasssment - poor e-commerce technology and customer service.
For me, the most important aspect of a company's commitment to achieve satisfactory buying experience is very simple - they just have to provide up-to-date info on the availability of their products and on the status of an order, and it's whereabouts. That's not at all too much to ask, as far as I'm concerned. If their technology is so backward that they can't even program their system to generate automatic emails when an order is delayed, at least update the status on the customer's order page. Why so many companies fail even to reach this most basic of info sharing and customer service just boggles the mind.