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1SaleADay - Round One
So here we go again. Welcome to another review of one company’s attempt at customer service….or lack thereof. The company, an internet site that promises HUGE savings on all sorts of goods, has what looks like valuable choices and is very inviting. Of course, there’s that small problem of ordering and then NOT GETTING. This is the beginning, and I will be blogging to its conclusion. So, let’s get started: It’s January 7th, 2012.
1SaleADay.com is the place NOT to go.
At the end of November, I was introduced to this site by a colleague. She had purchased a Blackberry Playbook for an excellent price. She did explain to me that they started to make her worry because it took two weeks for the item to be delivered. It finally was, and she was relieved….yes, relieved and then eventually happy. Of course, she didn’t write them and tell them of the angst they caused her. She wrote it off as the cost of getting a great deal. Somehow, that doesn’t sound like a good deal.
Anyway, she had not disclosed all emotions about this, so I dared to place an order myself on or about December 1st. It was for a camera and a watch. I received an email the same day thanking me for my order and stating I would receive the merchandise in 3 to 7 days.
THANK YOU for your order! It is currently being processed and it will ship within 3-7 business days.
This is your receipt, and contains your order information and important details. Save it, print it, engrave it on an iPod, whatever works best for you.
Beneath the receipt is some helpful information for smoothest sailing with 1SaleADay...
At the time, I appreciated the humor. Now I just think they are smart asses.
The camera arrived less than a week later. It was preceded by an email on December 2nd saying that my camera was being shipped and here’s the tracking number:
Your order for 1 Digital Camera on 12/01/2011 has been recently shipped via UPS Mail Innovations.
Your tracking number 9102969007164728974333, which can take up to 72 hours to show up in the online tracking system, can be accessed by clicking on this tracking link:http://www.ups-mi.net/packageID/PackageID.aspx?PID=9102969007164728974333If this link doesn't work immediately, please check back in a day or two.
Your order may contain multiple packages that arrive on different days. If you don't receive your entire order at the same time, please wait a couple of days after you receive your first package before contacting us firstname.lastname@example.org
For future reference, your order number is:100960648
Of course, there’s that little warning that things may not work out just as I hoped…”please wait a couple of days….before contacting us”….So, what would you think was fair…..2 days, 5 days, 10 days, 15 days? Well, 18 days later, actually on Christmas Day, I sent out my first, “where’s my watch?” email. Of course, they answered immediately with an automated, “we will get back to you, soon” email.
Then on December 27th, the real response attached to my email, filled with apologies, explanations, and guarantees on delivery came…..well, not exactly:
Dear Valued Customer,
I apologize for the shipping delay. We are currently experiencing some system problems with the tracking information. You can expect delivery shortly.
Please let me know if you have any further questions.
Have a fantastic day!
The Support Team
On Sun, 25 Dec 2011 09:29:14 -0800, my December 25th email:
> Order number: xxxxxxxxxx ordered a watch and a camera. The camera came within a week or so, but it is going on close to a month and not even a hint of the watch. If this cannot be delivered in the next five days, I am requesting either a cancelation of that part of my order, or a further reduction in price for waiting so long.
I thought my email was more than fair for a product that should have been, at worst, on my doorstep on December 9th or 10th. I should really expose my emotions and let you know that how warm it felt to know I was a “valued customer” and they wanted me to have a “fantastic day”. I don’t know if I could have made it to the next interval of disappointment without those positive sentiments.
Again, I do believe in fairness, so based on their last three to seven days after an order was placed, or in this case, after one day and one month after the order was placed, and absolutely no emails suggesting shipping has been invoked, I wrote them again. .Here’s their response and my email:
Dear Valued Customer,
I apologize for any inconvenience. Your order has been processed and can no longer be canceled.
If you would like, you can refuse/return the unopened package to sender for a complete reimbursement. Please inform me of your decision.
Have a wonderful day!
The Support Team
On Mon, 02 Jan 2012 10:22:46 -0800, my January 2nd email:
> Jessica, Cancel the balance of my order, # xxxxxxxxx. Please refund my money for the watch, tax, if any, and shipping to my credit card. I will not wait any longer. And should you send it anyway, I will notify my credit card company of your poor delivery, and cancellation, and submit a dispute. Please respect my wishes, even if you can't respect my order
And of course, by their response, they jumped on my request. What they don’t get it I understand that if something was shipped, I would have received notification via the carrier, which has not appeared as of yet. So, I’m thinking pretty firmly that they are just ignoring my request. I’m thinking that they think I should do the work, be waiting by the door, so I can refuse the package for “complete reimbursement”.
So, stay tuned, because this is just the beginning of how a company can or can’t take care of its customers. By the way, they made the mistake of inviting me to visit them on Facebook….that should be fun!