GSI Commerce Complaint - Tried to get a pillow pet...
After a torturous experience with this company I decided to look on their website for a complaint number and located this direct quote. "Backed by a sophisticated customer management system and brand-specific training, the CSRs can go beyond providing exceptional service to also drive meaningful incremental sales." After having an experience that left me feeling completely disappointed and appalled I felt compelled to write.
I attempted to purchase a pillow pet for my daughter’s 3rd birthday on June 8th with requested expedited shipping. I received a notice that my order had shipped within 48 hours. I thought this was great until I realized that the UPS shipping status had remained the same "billing information received" for days. So Tuesday of this week (a week later) I decided to call and follow up in order to determine why the package had not arrived. While the man on the other end was pleasant he was very unapologetic and basically told me that the package got lost. When I asked what happened he said "people make mistakes" He did refund my money and an additional 5 bucks since it missed my daughter's birthday. He said he hoped the package would go out the next day. Two days later on Thursday when I still hadn't received a confirmation of shipment I called again. When I got nowhere with a representative who told me she saw the order but couldn't guarantee when it would ship I asked to speak with a supervisor. An apologetic supervisor spoke to me and at this point I was ready to cancel the $75.00 order however she assured me that it would ship out same day on Thursday with the highest priority shipping. Later the same day I called to check on the status and it had still not shipped but the gentleman on the phone let me know that it was ready to be shipped at that point and that it was being handled by two supervisors. When I asked for their names he initially told me that they do not give out supervisor’s names until I said that I had spoken with one of them earlier. Low and behold it is Friday and my order has still not been shipped. Yet another call to an unapologetic representatives who did not even acknowledge the fact that this had already been escalated and said the order had only been placed the day prior, and I have canceled the order entirely.
Never in my experience have I witnessed an organization have a more difficult time getting an order out the door than this and I am a frequent electronic shopper. So back to my original point, In my opinion, that quote needs some retooling. I would describe their system as ineffective since my product never shipped, the CSRs didn't at all go beyond providing exceptional service they barely provided me with acceptable service and in this case lost a sale and have certianly not given me any incentive to deal with them or the associated product in the future.
I hope that this was an isolated incident. I have to say, I thought the days of dealing with CSRs who are basically robots regurgitating policy were over considering that with this economy every sale counts. It is apparent that mine however did not.
A very disappointed Mom of an even more disappointed 3 year old little girl