sleeveofwizzard

Customer service / orders

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Has anyone else had issues with orders lately? Seems like things have really taken  dive compared to a few years ago. I used to order very frequently but now I order two or three times a year. My last order was September 5th. I received an email the same day saying there was a partial shipment. Two of the for items arrived soon after and I didn't think much about it until another week had gone by. I sent two emails to support and opened a service ticket but didn't get a response. Tried calling three days in a row and couldn't get anyone to answerer or call me back after leaving my number on the automated system. Even tried the message function that pops up on the website but it would give me an error message every attempt. Yesterday I waited on hold for 27 minutes and got to speak with someone. She started some sort of RMA process and I was emailed a list of requirements to fulfill: photos of boxes, shipping labels, packing slips, and measurements of boxes. I just spent half an hour getting that stuff together but remembered the email I received that stated a partial order was shipped. This just seems crazy to me. I know accidents happen but why is all this needed when they can just look at the order and see it wasn't all shipped! Also why don't they respond to emails or service ticket requests? Why don't they answer the phone or return the call back requests? Why do they tell me to use the instant message function when it doesn't work?

 

ARG!

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I have seen that industry wide actually. My clothing and Hat suppliers are often backordered and USC often has been having to ship from the factory or from a different location. My guess is their hands are tied with the supply chain. It makes it hard to quote people. I have been stocking up on HTV when I know I'm going to be needing certain colors. More out of pocket up front but I have it on hand when I need it. 

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my last couple of experiences with issues were similar - it seems to be not nearly as smooth as the old days and the message system not working correctly - - turnover has always been high in support and management - I know of 3 people that have been around for 6 years or more, seems so many are gone in 2-3 years.  those that do not study history  . . . in the past year a couple of really good contacts have been let go so harder to even direct problems to the right people - the new system seems to just create a automatic ticket when you send a message.   we will see in the next year if it improves or not with the new people directing things.   

 

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Not to downplay your delay, but isn't it funny we're upset these days when an order doesn't show up in a week or less but 20 years ago you were happy to get a mail order delivery in 8 to 10 weeks.  :D I couldn't imagine trying to run a small sign shop and having to plan supplies out that far in advance.

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