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Barnes and Noble Complaint - Missing Order - Customer Fulfillment
Customer Fulfillment - Complaint
A once great company for books, cd’s and DVD’s and noted for its exemplary shipping is now at the bottom when it comes to customer fulfillment.
As a loyal customer, I’ve spent over $1,285.00 in the past 18 months. And now, once I get the long-awaited remaining order it will be the final one. I plan to never visit your website again.
Here is a reason (but not the only one) why:
12-06-10: placed an order with 10 items that ALL “Usually ship within 24 hours”.
12-12-10: Left warehouse (120+ business hours since order was placed).
12-12-10: Arrived at 3rd party intermediary vendor (ARGIX Direct) location.
12-14-10: ARGIX Direct logs that they delivered the package to the USPS in Philadelphia, PA.
12-14-10: USPS in Philadelphia, PA log that they received an electronic notification to expect my package for mailing.
12-20-10: USPS has not logged that they have received my package.
12-20-10: It’s now 11 business days since I placed my order and I still do not have my package.
I don’t see this as a ARGIX Direct problem, nor do I see this as a USPS problem. I see this as a Barnes And Noble problem. I did contact a B&N customer service representative. She told me that I could expect my package today. When I told her that USPS has not logged receipt of my package she said that they sometimes don’t update their system. It was either wishful thinking on her part or I was getting a blow-off. Which do you think it was? However, I did contact USPS and their automated response said that my package has not been received.
In Closing, would you buy from an online vendor that provided this level of service?
On a final note: do you have children? The package that I’m expecting from you contains the major part of my son’s Christmas presents. Please imagine how you would feel.
As a loyal customer, I’ve spent over $1,285.00 in the past 18 months. And now, once I get the long-awaited remaining order it will be the final one. I plan to never visit your website again.
Here is a reason (but not the only one) why:
12-06-10: placed an order with 10 items that ALL “Usually ship within 24 hours”.
12-12-10: Left warehouse (120+ business hours since order was placed).
12-12-10: Arrived at 3rd party intermediary vendor (ARGIX Direct) location.
12-14-10: ARGIX Direct logs that they delivered the package to the USPS in Philadelphia, PA.
12-14-10: USPS in Philadelphia, PA log that they received an electronic notification to expect my package for mailing.
12-20-10: USPS has not logged that they have received my package.
12-20-10: It’s now 11 business days since I placed my order and I still do not have my package.
I don’t see this as a ARGIX Direct problem, nor do I see this as a USPS problem. I see this as a Barnes And Noble problem. I did contact a B&N customer service representative. She told me that I could expect my package today. When I told her that USPS has not logged receipt of my package she said that they sometimes don’t update their system. It was either wishful thinking on her part or I was getting a blow-off. Which do you think it was? However, I did contact USPS and their automated response said that my package has not been received.
In Closing, would you buy from an online vendor that provided this level of service?
On a final note: do you have children? The package that I’m expecting from you contains the major part of my son’s Christmas presents. Please imagine how you would feel.
Comments:
Posted by Whiteduck on 2010-12-21:
Well, all that may be true, but as for the USPS updating their system that wasn't necessarily a blow-off. I've had packages delivered by them when the web site still didn't say they'd received anything.
It's a busy time of year. I hope you got your stuff on time...
It's a busy time of year. I hope you got your stuff on time...
Posted by momsey on 2010-12-21:
I can tell you for sure that USPS doesn't always update their systems. I mailed something two day priority last week on the 14th. On the 17th, it was still showing as "estimated delivery date 12/16" and the last status was "received at processing facility" on 12/15. The recipient didn't receive it until 12/18 when he went to the PO to pick it up. I don't know how he knew to go there, but the online tracking was no help.
FedEx and UPS are much better at tracking their packages.
I do have a son, and I also understand that this is a really busy time of year for every retailer. Hopefully you'll get your package in time for Christmas. But you'll really turn your back on a store that you've done so much business (happily, I'm assuming) with over one somewhat delayed shipment? That just doesn't seem fair.
FedEx and UPS are much better at tracking their packages.
I do have a son, and I also understand that this is a really busy time of year for every retailer. Hopefully you'll get your package in time for Christmas. But you'll really turn your back on a store that you've done so much business (happily, I'm assuming) with over one somewhat delayed shipment? That just doesn't seem fair.
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