Wednesday, July 1, 2009

ever been called rude, childish, and told to grow up by customer service rep!?

Location: Other, Sarasota, FL
Industry: Other
Annoyed By: Ken

The reason for my review is this quoted email I received from CUSTOMER SERVICE of OMEGA DISTRIBUTORS regarding my Omega 8006 purchase/refund:


Thank you for your email! We spoke on the phone yesterday about the companies efforts to make the back order system better for future customers yet you still run around spreading bad news. This doesn't make any sense and we as a company are shocked you would be so childish and so rude. Grow up!!!


A little background: I was in the market for a brand new juicer, and willing to spend the $$ on a good one. I finally found the Omega 8006 and it was love at first sight. I thoroughly did my research for 3 weeks before buckling and forking over the cash.

When I did, I found http://www.omega8006ju... which had the best deal of free shipping (the juicer is 10+ lbs) and no tax @ $299. I was DELIGHTED. I immediately placed my order, and was even further impressed by the quick response time I received an email with an invoice. My bank account was also immediately debited, and I thought I was well on my way to receiving a new juicer in about a week or so.

Here's the twist:

After a few days of not hearing about shipment, I was concerned with the holiday approaching that I wasn't going to be available to receive my package! So I call up Omega Distributors and they tell me it's backordered until July 14, 2009 (this was yesterday June 30, 2009). On the phone, they say we'll make a note to tell the company to notify future customers. This left me very unsettled.

So they took my money AND didn't notify me that my wait time just increased by another 2 weeks, nor were they GOING to notify me.

So I proceeded to write an email to customer service detailing everything I just discussed and asking for a full refund. I also continue to tell them that if I had been notified about the backorder up front, I would've been fine waiting the additional time. I provide them with an article: "The Psychology of Waiting Lines" by David Maister which we covered in my Operations Management MBA class.

And finally I tell them that not only did they lose a sale, but also statistically, I will tell at least 10 people of the bad experience I had, simply because I was not notified. So far I had told 6 after knowing about the backorder for 5 hours.

And the opening quoted email was the response I received. Needless to say, I found my juicer elsewhere


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