Target Complaint - UPDATED! Online Order Disaster & Still Unresolved 3 months later
Resolution Update on 01/28/2012:
I called Target on 01-27-2012 in a final attempt to get the refund issue resolved. The first representative I spoke with was unable to determine if the returned item was received and she gave me another Reference # for my case. She then transferred my call to a different CSR; my hopes had begun to fade again in getting any help AGAIN. The next CSR, after a lengthy explanation from myself about the entire timeline and ensuing ordeal to resolve the problem, WAS ABLE TO ACTUALLY FIND all needed information, acknowledge receipt of returned purchase, AND RESOLVE my problem! I started crying I was so relieved! She apologized and admitted I should NOT have had to go through all that trouble and effort to get this problem fixed. She guaranteed that all money would be refunded AND is sending me a $20.00 gift card for the store. Later that same day, I received e-mails confirming I would be receiving both the refund to my Visa and a Target gift card within the next 7-14 days. Hallelujah! I told that CSR I had all but given up hope, sure I would be forced to go to a higher 'power', or die trying to get this fixed. I could not thank her enough for her ability to hear me through and find the info needed to fix the problem. I felt she was sincere in her apologies and felt she restored my faith in the company to some extent. I do wonder, though, if the store would have noticed or found the unrefunded purchase return on its own at some point. Also, will it see eventually, the problem its online contact link has? I do hope so.
Oct 9, 2011 I went through EBates.com to shop Target online. I found the item I wanted and gave all the information required and paid with my non-Target Visa. I received the order confirmation and it stated that an email would arrive with the shipping and payment confirmation. The original notice stated that item was estimated to be delivered by 10-12-11. No other email messages came after the first so I stayed home 10-12 to take delivery of item which I paid "expedited/express" shipping (extra fee) for. The 12th came and no delivery. Went online to track item only to see "NOT SHIPPED YET" which really upset me. I proceeded to the contact page to inquire and I was met with a myriad of email message errors and an inability to submit. I called customer service and waited at least 25-30 minutes to be helped. I got nowhere with that call and decided to go ahead and CANCEL the purchase instead. The representative stated he had made a memo on cancellation request but that I should call 'during the regular business hours" to request again. Again I tried to use site's email form to explain that I hadn't received item, etc. I called and the CSR couldn't 'find' order # in her computer system. Now about 10-15-11 I went onto a competitor's site and purchased the item there. I received the item by 10-19! I had to go out of town and had to wait to try Target again to get a resolution. I came home to discover an email message dated 11/07/11 letting me know the item I'd ordered on 10-09-11 had shipped! I called during business hours on 11/08 & I asked for a supervisor, and got one who gave me a reference # and his name and stated he noted the cancellation on my file but went on to say that there was no way he could intercept the shipping process as it was already in transit. I was told I could REJECT the delivery and the item would be sent back to the store AND ASSURED ME I WOULD RECEIVE 100% REFUND for item + s&h. I followed those steps he gave and rejected the UPS delivery on 11-13. I tracked item at UPS and saw that item was shipped back to sender on 11-14. I wrote email to Target OUTSIDE of the website and inquired about refund. NO RESPONSE. I called again, 11-16 asking when I could expect reimbursement. I was told that the item hadn't been received but that once it had been processed I could expect refund in 7-14 business days. It is entering holiday time at this point. After 11-23 it was nearly impossible by phone and impossible for a certainty on website. I tried 12/09/11 to use site's email link/form. Error message was to 'enter VALID questions & comments' and no matter how I reworked the syntax and arranged the inquiry's semantics I was unable to submit the inquiry. The pressure to get thru on phone only grew worse and I gave up, deciding I'd try AFTER the Christmas holiday. I am writing this on 01-15-12. I have not been refunded my $251.47 and have gotten no reply to previous email. I have NEVER been so infuriated or completely abandoned by a business or entity such as this in my life. I was laid off on 12/01 and have no income short of the bank balance on this Visa debit card. The card I used to pay for this nightmare and has not been refunded. I need help. I need my due and I cannot get anywhere. I will never go into or shop thru another Target-owned entity in the future. I will indeed spread the word and write to anybody who'll listen, talk aloud to anybody who may be able to help, and advise my peers to stop shopping at Target as well. This will eventually hurt them one day, even if it's one person at a time.