In December my car was stolen and totaled, so for the first time ever I had to do my Christmas shopping online. On December 17th, I ordered my son a Compaq Preserio SR2010NX Desktop Computer for the total price of $399.99.
I was told the total package only included the computer, the mouse and the keyboard, NO MONITOR. It also had a rebate of $220.00, bringing the total to $180, which was fine because I had previously bought my son a new flat screen, just before his computer went out. Anyway, I ordered it online and spoke to an agent to confirm. It was guaranteed to be delivered by the 21 Dec. Well, it didn't come.
So, on the 21st I called and was told to give it until the 23rd. I did. It still never showed up. Again I called, they said to wait one more day, and I was getting really nervous being so close to Christmas. The 24th came and went, no computer.
I called, but of course they had closed early for the holidays. I felt really terrible, my other kids had their gifts, but my youngest didn't. On the morning of the 26th, when they opened back up, I called back. I was then told that the availability was low and they apologized. I asked how long it would be and did they have it available at any of the stores that could ship it to me, since I had no way to get anywhere.
I was told they did, buy I would have to go to the other side of town and pick it up. At this point, I had spoken to several people and no one ever mentioned availability. I was now speaking with Vince and he was helpful and very nice. He offered me a 10% discount because of the troubleI had incurred. He said they normally offer a 10% discount for "small inconviences", but a supervisor would offer me even more. I thanked him and I asked why I was able to order it if there weren't any available. He suggested that I speak with a supervisor.
I was put through to a supervisor named Yvette. She apologized and was very sweet. She told me she was going to give me a 25% discount because this was a big deal and that they had really dropped the ball. I asked her why, if they had the computers in stock, they couldn't have one delivered. She said unfortunately that ordering online and purchasing from the store were 2 different things.
Everything I had ordered was still on sale and they were still going to honor the price, IF the sale was over before I got my order, but told me that I would have my computer bu the 29th. Well, the 29th came and went, again, no computer. I called and asked to speak with someone at the corporate office. I then spoke with Dale, and she gave me a case #6126650A. She was cold and rude to say the least. When I got off the phone with her, I was crying, in fact, I was crying while on the phone with her. She had absolutely no sympathy and didn't care about anything I'd been through, unlike everyone else I'd spoken to. Actually, she made me feel like I was wasting her time.
Even after explaining everything to her, she told me that I could either order something else, or find a store that had what I was looking for. We talked for a while, she then informed me that the computer package that I had ordered had to be purchased with a monitor or I wouldn't get any rebate. Now, after seeing for myself what had to be purchased and speaking with so many other people, no one told me I had to purchase a monitor. Now, it was like starting all over. I told her that I still had saved the sale item and it mentioned nothing about having a monitor.
It said the bundle included only the computer, the mouse and the keyboard. She went on to argue with me anyway. She told me that a store on Thornton Rd. Had the computer, and had all along! She said I could either go buy it, or purchase something else online. Very Rude. I asked to speak with her supervisor. She told me she did not have a supervisor, that she is the supervisor and there is no one above her. She did tell me that on Sunday the computer I wanted went on sale for the same price, but, with a monitor. Again, I told her that I had no way to get it. She suggested I call a cab. I asked her, if they have it, why can't it be shipped to me. She said it doesn't work that way.
This was on a Friday, and the sale started on Saturday. She then said that she was off and could no longer carry on this conversation. She said I should make up my mind and whatever I decided to do, call her on Monday and let her know, and we could work out more compensation, she was leaving and we were on the phone for over an hour now.
She also told me that the sale price was low enough and she would honor only the original 10% off the original price, not the sale price and definately not 25%. She told me I could either accept that or find something else. That was the first I heard of that. I did call first to be sure they had it in stock.
I gave my neighbor $50 to use her car to go get the computer. When I got there, they had only the store model and no monitor. I spoke with the store manager, and the employees there. I must say, they were wonderful, all of them. I gave the manager my file #, and he looked it up and saw my original order. He agreed that my order did not include a monitor (I have several monitors in the basement!)
So, what he did was sell me the store model and I had to upgrade, because there wasn't a monitor. I had no choice, so I did. Then I purchased the warranty. I got home and brought it in, finally it was over. Well, it wasn't. They forgot to give me the cords and the software for the computer. I called Dale to let her know, but I guess she wasn't in, so I left a message and she never returned my call.
Again, I asked my neighbor for her car and I paid her another $50. I took everything back, and got what I was missing. They had a 2nd one also! I ran into a friend, and since the sale was still ongoing, she purchased the one I had returned. Everyone at this store went out of their way to assist me. We both bought the extended warranty as well.
When my friend went to pay, I questioned why mine was more, and when the cashier looked at it she told me that they had charged the incorrect price for the warranty. The manager did take care of that and everything was ok. The manager was nice enough to help us load it into her van, but the receipt and the rebates were in the fold up basket!
So, I called the store, but unfortunately, no one had turned it in. I spoke with the girls, they know me by now and they looked, but no luck. So they left a message with the manager to see if he had it in his office. No such luck. I left my phone #, but no call.
In the meantime, I used my neighbors car 2 more times, $50 each time to go down there. He gave me a # to call, but they said they have nothing to do with it. On Jan7th I wrote a check and on Jan12 she paid cash. They said it can't even be looked up by the time or date. The manager said he would keep an eye out, but nothing yet. I called yesterday, corporate, and again the original order, no monitor was noted.
Dale is the only one that said it didn't exist. The manager and the sales agent at the Thornton store remembered selling the same item, with no monitor. Now we both have computers with no reciepts or no rebates. And Dale. The supervisor ended up compensating me with a $100 gift card, that really does me no good now. She refused to honor the original 10% off, or the 25% off, but she did give me the 10% the sale price, not what I was promised, but 10% then 25% off the sale price.
All along she was cold, rude and hurried. She made me feel like my business was worth nothing and talked to me the same, like I was taking up her time. Now we each have a computer, full price, no discount as promised, no reciept and no warranty, out $200, (by the way, Dale said that wasn't her problem) leaving us feeling rather stupid and worthless, especially of our time. Surely, something can be done.
It's bad enough that my child went without a Christmas gift, any parent could feel the pain, but now with computers we won't open or use. I am begging for some help with this matter If Dale is a sample of the customer service you offer, something really should be done. I've spent $11,000 for my other 2 kids for computers and other college necessities. For my own protection, I am including a copy of this to the BBB, Consumer Affairs, corporate office and Usa Consumer Complaints.com and complaints.
Thank You
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