Mo N.
Yelp
WORST CUSTOMER SERVICE E-V-E-R!!! I will ABSOLUTELY Never give Any business to this train wreck of a company again. This situation would be absolutely comical if it wasn't so very very sad for the crappy, unresponsive "customer service" that I have received.
I tried Several times to place an order for multiple family members for Christmas. There was obviously something wrong with their website, because the payment function would not load/work. When I called to talk to their "IT" person (Don), I was told it was most likely because I was at work, and that my employer was probably blocking the payment function on their network. Ok, odd, never had any trouble with purchases from any other site while at work before, but you never know I guess. I tried three more times when I got home, on 2 different devices, and still unable to complete the order. Needless to say, I was getting frustrated, but I was told (by Don) that someone would contact me the next day to get my CC number to complete the order. Ok, fine, that was acceptable.
Well, by 4:00pm that next day, I gave up, and sent a Very clear email noting that I was going to go with someone else. I mean, I CLEARLY stated in the email (my EXACT words) "As of the sending of this email, (4:00pm CST) I have yet to receive Any communication from Anyone. I have decided to give up and go with Nueske's." That last part is germane to this situation.
I received a very apologetic email (from Brian), saying things like "so sorry for the bad experience, hope we can do better in the future, Fritz wouldn't want me to make excuses, blah, blah, blah".
So, cut to a week later, and I receive calls from relatives that they have received a shipment from Nueske's, YAY (completed, authorized, orders I placed) and then a second order . . . from Usinger's. . . What?!?! (Not completed, Not authorized, Not wanted, Actually Cancelled).
Apparently, "customer service" finally kicked in and decided to run rogue and ship my order that I was told was "scraped" (their IT guys word) from their system. Hmmm.
So there are two problems here, (1) I clearly said I was going with someone else, and (2) I NEVER spoke with a representative from this company to discuss, authorize and/or otherwise "complete" my order.
You can not Possibly Imagine my surprise when this company has the cheek/ gall/ stones/ chutzpah to send me a bill for shipping an order I had clearly cancelled! A bill! I guess Don (the "IT" person) and Gina in the shipping department decided that, without authorization and against my VERY CLEARLY expressed plans, it was better late than never.
The thing is, mistakes happen and I get that. Glitches in systems happen, and I get that too. BUT, to handle this situation the way they did is So Very Unacceptable. Biggest kicker? I reached out to the person (Brian) who sent the "sorry for the bad experience, hope we can do better in the future, blah, blah, blah" email, and Crickets! No "oh my gosh, that's our bad", no response, no explanation, NOTHING from this yahoo. So I'm thinking, ok, fine, they're just going to leave it alone. Can't really fix it, we'll just all learn and move on.
Nope, those SOBs sent me another bill today! Unbelievable. Talk about compounding the problem. Absolutely lost a repeat customer for good, and I will absolutely share this experience with as many people as I possibly can at every opportunity I have. So, Good job. For anyone curious enough, feel free to respond to this review, and I will be Happy to share the emails detailing All of this, just in case you think that something this stupid couldn't possibly happen. It did and I have All the email correspondence to prove it.