Please see the below report. This is an internal conversation I had with customer service rep Zachary. The report was posted on the internal forum page for the rest of the Shopster community to see, comment on and quite frankly, complain enough about to Shopster that they might consider changing some of their policies and or rules.in typical fashion though, the message was removed by Johnny K because — and I quote from the message received from Johnny K —
"Your post was deleted by JohnnyK.
Reason: Unfortunately posts that speak badly of Shopster or posts that discuss specific support issues such as posting chat transcripts or emails is not allowed."
The spacing in the e-mail was deleted to save space. The e-mail and subsequent forum posting deletion was in response to the following conversation I had with Shopster customer service rep Zachary. I am a Shopster retailer, and frequently use their customer service to provide insight as to why delays are occurring, and to assist my customers with their orders. While speaking to Shopster would be much more helpful, they don't answer their customer service support line here and their e-mail help takes at minimum a day to answer:
* Email: [email protected]
* Phone: 1-800-580-0192
I have removed personally identifiable information from this post.
General Info
Chat start time May 19, AM EST
Chat end time May 19, PM EST
Duration (actual chatting time) 00:33: 14
Operator Zachary
Chat Transcript
info: Please wait for a site operator to respond.
Info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
Info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
Info: You are now chatting with 'Zachary'
Info: Your Issue ID for this chat is XXXXXXXXXXX
Zachary: Hello
XXXX: Can you tell me why order #XXXXXXXX has yet to ship? It has been 11 days since the order was entered, and the order page still shows the item as in progress.
Zachary: one moment I will check
XXXX: Thanks
Zachary: the order wasnt approved until the 12th, and was placed on the 13th
Zachary: with the warehouse
Zachary: at which point it is now in process and will likely be updated as of tomorrow, as it is a holiday today
XXXX: The order was placed by me on the 8th. Where are you located that today is a holiday?
Zachary: Canada
XXXX: Zachary, I placed the order on the 8th of May, contacted customer service to inform them it was me and to approve the order or call me asap if there were issues. Don't you keep logs of customer service interactions? In any case, because the fraud dept was extraordinarily neglectful in contacting me on time, doesn't mean I should have to incur delays on the sipping end.
Zachary: Your order was placed on the 8th, confirmation with you was made on the 12th, the order was sent through on the 13th.
XXXX: yes, thanks. I am well aware of that. My point is that the order was made on the 8th. The shipping blurb on the website indicates the following: "Although every effort is made to process and ship your order within three business days, shipping time is dependent on stock availability. If an out-of-stock or back-order situation arises, we advise the customer as soon as possible and refund the transaction." As no mention is made of any other ridiculous delays, I don't think I should have to pay for shipping.
XXXX: In addition, considering this is my site, I find it appalling that an order placed would take this long to process and get out the door. Were there issues with my order, it should have been resolved on your end immediately, and not delayed another 4 days only to find out that I am not only the owner of the site, but the order was a repeat order of one placed a few weeks prior. Then to make matters worse, the order is delayed another 7 days? This is absurd to say the least.
Zachary: The delay was due to our review team needing confirmation, until confirmation was made the order was going to remain in check.
Zachary: This is standard policy
XXXX: so making a simple phone call takes 4 days now?
XXXX: Zachary to whom can I speak about this issue?
Zachary: I am speaking to you now about this issue
XXXX: Who is your manager? You are not resolving anything, and we are going around in circles, and frankly, you're just irritating me off at this point.
Zachary: At this time your order is in processing and you will be updated with the order status once that information is available from the warehouse. As for the shipping charges, they will not be refunded as the order review process is an essential part of our systems security
XXXX: I didn't ask for a recap. I would like to speak with your manager?
Zachary: I have provided you with all of the information available at this time, my manager is unavailable
XXXX: What is your manager's name and contact information?
Zachary: his name is Lynden and he can be reached through the chat system you are using
XXXX: Thanks Zachary. Your help has been unfortunately wanting in many respects. You will be able to find the above conversation in its entirety in the forums section should you need to reference it for any reason.
Info: Your chat transcript will be sent to
XXXXXXXXXX.com at the end of your chat.
I hope anyone looking to begin an online business seriously consider the company he/she keeps with the particular wholesaler they use. Shopster is an awful wholesalers, and while they are the least expensive in terms of monthly dues, in the end they end up being the most expensive in terms of aggravation and potential loss of business.
Shopster is a joke.
0 comments