I have had problems with orders from TSC more often than not - especially on Auto Delivery items. Phone calls with Customer Service are lengthy - and often non-productive. As an example following is a summary of the issues on two of my last three orders - both "ShowStopper" items.
Sensa Metabolic System-Auto Delivery order placed November 16 but item was not received. When I viewed the screen on December 7th it was still showing as not shipped. Credit card was charged November 25th and credited net of S H on December 9th. The tracking number assigned is not recognized by Canada Post.
Called TSC December 14 and Cindy advised that it appears on her system that it was shipped Dec 8th and returned December 9th. She agrees that tracking number does not work and thought it probably got pulled before it actually shipped because of damage or something. She is going to have reshipped with no S H charged. She says the net $17.71 (excluding S H and GST) charged to credit card was because it was set up on EasyPay (NOT!) however this would translate into $70.84 being charged for the product even though ShowStopper price was $67.49.
Replacement product received December 21. It appears that the replacement was shipped as a single shipment item.in a phone call on Dec 30th Peter advised that the Auto Delivery is still in place. Based on the date of the original order, the second shipment is due in a couple of weeks. Have to wait and see but not surprisingly. I have my doubts.
Two units ordered from website on Dec 7th intended as Christmas gifts - Called TSC immediately after ordering as I had been overcharged on shipping (when product aired S H was $29.25. Because I ordered two the S H should have been $59.50 less a MultiPack discount of? When the order was processed S H charged was $61.27 which is more than if ordered separately with no Multi-Pack discount.). At that time I was advised that a credit could only be processed after the product was shipped, however it would be done automatically so that I would not have to call back to get it. Turns out this was the least of my problems.
One unit arrived Dec 13th however packing slip included indicates two were shipped.
December 14 - Status info shows as To Be Shipped but shows a tracking number that confirms shipment completed. Called TSC, Cindy advised because it is still showing as To Be Shipped that the warehouse staff is certainly aware that the order is not complete. She is certain the second unit will be shipped shortly. Credit card has not yet been charged.
Dec 19 – product still showing as To Be Shipped. Called at 10:30 am but recording advised wait time was 20 – 30 minutes so left a call back number.By 12:30 had not received a call back so called again. Recording advised that my number was already in queue for a callback and estimated that I should hear back in 15 – 17 minutes. No call back by 2:30 pm so called again and left an alternative number. Call back time on this call was estimate at 2 – 3 hours.
Dec 20th – product still showing as To Be Shipped. Had not received any callbacks from previous day. Called TSC again and was advised that item is guaranteed to be received by Christmas. He would send note to shipping requesting it be shipped by courier the next day to ensure it would be received on time.
Dec 22 Dec 23 - Call display shows that callback on the second number was received on Dec 22nd at 12:30 pm but I was in a meeting (= 68 hours after call was placed). The call back on the first number was received December 23rd at approx 5:30 am approx 97 hours after original call was placed), but I was sound asleep in my Alberta timezone!
December 30 Credit card has been charged for two units and screen now shows Shipment Complete. Called TSC and lines were busy – Left a callback number and callback was received within about 15 minutes - Spoke to Peter (24:35 minutes total time of call). He advised that credit will be processed today for the unshipped unit and the overcharge on the shipping.
0 comments