Report: #765364

Complaint Review: Sams Club (Online)

  • Submitted: Mon, August 15, 2011
  • Updated: Mon, August 15, 2011
  • Reported By: Josh — Seattle Washington United States of America
  • Sams Club (Online)

    United States of America

Sams Club (Online) Unhelpful lying rude Internet

Show customers why they should trust your business over your competitors...

7/19 - ordered shelving unit from sams club.  Thought this was a large reputable company and that customer service would be one of their priorities.

7/27 - checked tracking and saw that the item was damaged during delivery and the item was being sent back to the warehouse.  

7/27 - called customer service to see when i would actually receive the item.  Was notified that they could not send a replacement until the warehouse had received the package back.  I explained to costumer service that this was unacceptable and that I needed the unit immediately.  Waiting for the item to get back to the warehouse, reprocessing, and reshipping would take an additional 3 weeks.

The costumer service agent said that i would get my shipping discounted for my troubles which I accepted but I was still persistant in explaining that I needed the shelving unit ASAP and that it would be faster for me to cancel the order and place a new order.  The customer service agent did some checking and then told me that he was able to send out a new unit and that i would receive a new shipping confirmation.

8/9 - I had not yet received a shipping confirmation so I called customer service again.  This representative read to me the notes which said that the previous agent had notified me that the item was not able to be sent until the item was returned to the warehouse.  There was no additional notes regarding the previous agents word to send out the item the previous week.  There was also no record of the agents identity.

After the current customer service rep repetitively read back to me what was in the notes, I asked to talk to her manager because it was obvious that she didn't understand the concept of being told something that was not written down in the notes.  I waited on hold for 20 minutes until a manager was available.  The manager basically told me that he will check the warehouse to see if any item has been sent to avoid a double shipment and charge and that someone would get back to me later that day, and to call if i haven't received a call by the next afternoon.

8/11 - I had not yet received a call so I called them.  I explained to a customer service rep about the situation and that I was seeking information on when I would receive this item.  This person put me on hold for 10 minutes until the system timed me out and another customer service rep came on.  I explained to her what was going on and she explained to me in the notes that the order was sent to the processing department.  I asked her if she could tell me exactly what that meant and if an item was in the mail or when i could expect it but she didn't have the info.  She told me that she would put a note in the system for the processing department to call me.

8/15 - I have not heard back from the processing team, seen a new tracking number and shipping confirmation, or received the item.  Very disappointed.
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