My mother in law who lives in Greeley, Colorado was scheduled to have an extremely high risk open heart surgery on October 6. She is a wonderful mom and grandmother and deserves every bit of comfort she can get before this scary proceedure. She had mentioned that she had searched several places for a pair of short sleeve button down pajamas to wear in the hospital. She felt it would help her with her dignity and it would just be a small piece of "normalcy" in the midst of chaos that is approaching.
On October 4 I placed an online order with Sierra Trading Post. I had found the perfect set of pajamas for her, 2 turtleneck shirts that would cover her soon to be surgical scar, and a beautiful scarf that she could use to wrap around her neck post op. I was so pleased to have found these items and I was also very pleased that Sierra Trading Post was located in Cheyenne, Wyoming. Cheyenne is just a short 45 minute drive north of Greeley, Colorado. I had confidence that without a doubt that our order would be processed and delivered on October 5 since the distance between the two cities is so small. I paid $30.00 for overnight shipping and my order was placed before STP's 3pm deadline. My order said that it would be delivered to Greeley, Colorado on October 5.
On October 5 I had not received confirmation of shipping yet at 8am that morning. I called Sierra Trading Post to inquire what was going on with our order. I was extremely disappointed to hear that not only had our order NOT been shipped yesterday as promised by this company, but that it had a "hold" on it. I was told by customer service that STP had sent me an email that morning (10/5) asking me to verify my billing and shipping address since they were different. I understand and appreciate this fraud prevention policy, but there is no fathomable acceptable reason why a phone call to me the day I paid for it to be shipped on was not made to verify my information. My package was paid for to ship on October 4 and STP should have taken care of that. I was so disappointed that my mother in law would not have these pajamas as she goes into the hospital for her surgery.
There were 4-5 phone calls made to STP on October 5 begging and asking for them to correct this problem. No one there was willing to go "outside the box" and help. STP promised a service, they made a huge mistake, and they were not willing to help correct the problem. We even asked if there was an employee who could drive the 45 minutes with our order and deliver it themselves and we were told no they could not do that. Could not, or would not? This company prides themselves on providing "optimal service" but we did not received such service.
After hitting a wall with customer service we decided to go out of the box ourselves and used our own contacts in the region. We found someone who was going to be in the Cheyenne area for business and they agreed to pick up our order and hand deliver it themselves to my mother in law. This person, a stranger to us, went out of their way during their own work day and took the time to do an act of kindness that won't soon be forgotton.
The insensitivity and unwillingness to correct a major screw up on the part of Sierra Trading Post will also not soon be forgotton. This has to have been the worst customer service experience I have ever had in my entire life. Huge dissapointment here.
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