Very Poor Customer Service
On 11/10 I called customer service and the representative that assisted me with an order was not well-trained and admitted, as she was placing my order, that she had little knowledge as to how to assist me with fees and shipping questions that I had. So I asked to speak to a supervisor and she informed me that there were none there to help since the office had closed while we were on the phone (she placed me on hold for well over 30 minutes). I had told her that I needed to make sure that shipping was expedited to meet a very important deadline so she was aware of the urgency of my needing a rush shipment. I told her I could not wait until the next day to follow up as I was leaving on a flight first thing the next am on a work trip, but she assured me that her screen told her that I would receive the order by 11/15. Unfortunately, that was not the case when I received tracking information via email a couple days later showing an ETA of 11/18, which is past the deadline that I needed to meet. This has caused serious negative consequences for me at work. On 11/14 I had to take the time to call customer service while still on my work trip, to inquire into the shipping issue. A supervisor answered my call and he informed me that that there are always supervisors on call and the representative I originally spoke with should have been able to get assistance for me with my urgent shipping request, which suggested that the rep wanted to finish with me rather than call a supervisor to help since it had gone passed 6:00 closing time by the time she got back in the phone with me. He told me that all your representatives are well-trained and suggested that the representative I spoke with may not have made any mistakes, since he didn’t hear the conversation, which implied that I was not acting in good faith. I was upset that he would make such a suggestion. In addition, she quoted me a price and then told me to wait on hold as she asked a colleague and then suddenly the price went up by over $100, even though I had a coupon and a credit from last year’s order mishap. We order cards from your company every year and to have received such negligent/poor customer service on two different occasions about the same order by both a representative AND a supervisor is concerning and disappointing! Last year we experienced issues with our order but we gave your company another try. I am hesitant to put my trust in your customer service team, even though I see quality in the cards that you produce. I would love to speak to manager who might be interested in hearing about my experience without suggesting I’m in the wrong, being untruthful, or at fault.