Always thought BN.com had good customer service til now
by prct7777 - Written: Aug 22 '07
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I have been a Barnes & Noble.com shopper for a long time and a very big supporter of their customer service...it has always been exemplary...until now.
I placed an order and included some pre-order books. When I received my confirmation it showed a ship date of over two months away. I realized that I needed to cancel the pre-orders to get the rest, so I replied to their email and, just to be safe, sent a second email via their customer service site. One rep laughed at me and asked if I thought the email system was real-time.
Over the past week I have been argued with, talked to like I was stupid and berated by their customer service. They kept saying that one of the books was a 2-3 day shipment, I explained that if they just looked on hte site they would see it is not. A supervisor told me I was wrong, even though I had the site opened and was on the page when I spoke to her.
I have always commented on how great the service there was, but this one purchase really has turned me around. The rudeness of the reps was what got me. They have a new customer service system in place and I guess they are stressed about that, but they should not take it out on the customer. I had asked for a manager to call me and no one did for two days, finally I emailed the CEO and then a supervisor left me a message...after I called her back 4 tiems and left messages I gave up.
So disappointed!
Recommended:
No
What product did you purchase or try to purchase? Books/dvd and cds
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