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lack of customer service follow through

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lack of customer service follow through

Postby looking for info on Thu Sep 05, 2013 10:13 pm

Order 4425579 was placed on 8/25. I check on the order most everyday via online chat and phone calls. Even spoke with supervisor named Christopher. I am told on every occasion that my order is cleared for shipment, and will ship today or tomorrow. This has been repeated to me since 8/27, and yet 9/5 still no shipment, and no willingness from supervisor Christopher to upgrade my shipping method to something more expedited on Optics Planets behalf to compensate their poor service to this point.
I am looking to find another person that will hold the capability to make this right.
looking for info
 

Re: lack of customer service follow through

Postby looking for info on Sat Sep 07, 2013 8:51 pm

Followed up with Kathleen on 9/6 via online chat. Kathleen repeated that this should ship any day. I plead for her to get a responsible manager involved, but she said that nothing can be done to expedite an order. As of today 9/7 still no shipment from my in stock item ordered 8/25.
looking for info
 

Re: lack of customer service follow through

Postby looking for info on Tue Sep 10, 2013 4:52 pm

Chat with Karl on line today, 9/10. He apologized that the order has not yet shipped as the other reps have as well, but he said the order will ship within the next 48 hrs, and I will have a tracking number emailed to me. He told me opticsplanet was upgrading the delivery to next day air.
looking for info
 

Re: lack of customer service follow through

Postby DaveM on Wed Sep 11, 2013 7:33 pm

I've been experiencing a similar situation for order 4450408. The support people on the live chat keep lying to me that my package is packaged up and ready to go, and just waiting for "the courier" to pick it up. I finally said the heck with it and disputed the Paypal payment. And now I've escalated it to a claim.
DaveM
 

Re: lack of customer service follow through

Postby looking for info on Thu Sep 12, 2013 9:59 pm

Item arrived today, 9/12. I'm happy with the product, and the fact I can field test this weekend. I hope that thread has helped in my delivery, or will give others the opportunity to see what can be expected considering there is a lack of direct communications with anyone from optics planet that has the ability to give straight answers concerning the status of their orders or ways to report the problems.
looking for info
 

Re: lack of customer service follow through

Postby ruboat on Fri Sep 13, 2013 6:58 am

Absolutley the worst customer service. I was lied to and given the run around for the past three weeks after they sent me someone else's order. Still no resolution. Order number 4417029. I will never order from this looser of a company again.
ruboat
 
Posts: 3
Joined: Fri Sep 13, 2013 6:45 am

Re: lack of customer service follow through

Postby AdamC on Fri Sep 13, 2013 2:40 pm

Hi looking,

I am unsure why we didn't get back to you on this here, but when you first posted, I do know that your order was escalated. Again, I'm sorry we didn't respond sooner! In any case, we put in a request to have your shipping upgraded earlier this week, but I'm not sure if that went through.

Let me say that I'm really sorry we didn't take care of you sooner. We are in the process of moving to a new distribution center, and it looks like your order may of suffered as a result. I don't mean this as an excuse - we dropped the ball and we own up to it. I apologize for the frustration I know this caused. If you need anything else, please let me know.

ruboat,

I've responded in a couple of other threads to your complaint, but just in case you haven't seen it yet - I have escalated your order and we're going to try to get this taken care of as soon as possible! I'm sorry for the delay. EDIT - it looks like we issued your Paypal credit today!
AdamC
 

Re: lack of customer service follow through

Postby mikew on Thu Nov 14, 2013 10:20 pm

a month later and your still using the "new warehouse" excuse? order number 2807516
mikew