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Feb 23, 2011
Feb 23, 2011
Exceptionally Poor Customer Service Leads to Lost Sales
The problems I experienced with my first (and last) purchase from BuyDig.com are the reason that online retailers get an overall bad reputation.
Here’s what happened… I purchased a GPS unit at BuyDig.com and received a confirmation email that had indicated on 2 different mentions of “All packages require signature. Packages will not be left without a signature.” I was happy to read this because I was planning to be out of town on the expected delivery date. I arrive home to find that the package was delivered anyway without signature confirmation. The FedEx delivery notes stated that BuyDig.com did NOT specify the delivery confirmation. The opposite of what they guaranteed on the confirmation email. I walk to the front door and find that the package was delivered however, it had been sitting there for 3 days. The shipping box was sitting in front of the door, opened and the GPS was stolen.
I called Fed Ex to report the stolen item and they directed me to call BuyDig’s customer service to report the incident. The BuyDig operator incorrectly echoed back to my report, “So the package was delivered? Fed Ex confirmed that they delivered the package.” I explained that the package was in fact delivered without signature confirmation, but the item was subsequently stolen before I had a chance to get to it. The operator said that he didn’t know why they didn’t specify for delivery confirmation. I asked to speak to the manager and he insolently said he wasn’t there. He then gave me manager’s phone number and extension that was invalid.
A day later I received an email that said the claim was started and that I would need to wait 7-14 days for a response. I waited 16 business days and emailed back for a status update. Oscar A. replied back in broken English and accused me of changing my story on the whereabouts of the package. I had to re-explain my original story and that the operator misunderstood. It has taken this company 16 days to tell me the incorrect story that I had reiterated 2 weeks ago.
7 days later, no response until I inquired again. Oscar A’s reply was that I needed to send the email to the Security and Investigation Department email, not to the Customer Service email. More hassle! So I emailed the appropriate email address and got a reply stating, “You have indicated that this package has not arrived at it's destination and you have never been in possession of this merchandise. This information is inconsistent with the information that FedEx has provided us with, therefore an investigation is in progress to determine if fraudulent activity has taken place. This information has been forwarded to the proper authorities to further investigate this matter.”
Not only did BuyDig.com incorrectly interpret my concise testimony 3 times, now they are accusing me of fraud. If FedEx claims that a package was delivered to an empty house without signature confirmation, this is not an indication that the recipient received the item.
After the 4th time of explaining my situation and 40 days of explaining my situation to deaf ears, they finally have refunded my purchase price. In the long run, the lost revenue as a result of customers reading this testimony is likely to be much greater than the $89 they refunded me.