Last week, as I awaited the arrival of packages from my on-line orders, the stress of holiday shopping mounted when I tracked a missing package, ready to be delivered that day, to a mystery residence in Delaware.
Having only two shipping days left until Christmas, I was in panic mode as I searched the on-line shopping site I had used to order a few small gifts for my nieces and nephews and the main gift for my niece’s birthday. I clicked on many links, desperate to find a customer service number.
The deeper I got into the Web site, the more frustrated I became. I found many different places where I could e-mail my inquiry, but did not find a phone number. When I resorted to the e-mail, it warned that the reply may take 24 to 48 hours.
I continued to search the site and finally found a link that would allow me to request a phone call from one of their service reps. I chose an immediate call and hoped for the best.
The first representative I talked to said that it was a problem with the delivery service and therefore she could not help me. So, she game me the 800 number for their customer service department and wished me a Merry Christmas as she hung up.
I dialed the 800 number for the delivery service and my frustration continued to increase as I was met with an automated answering system. The computerized voice gave me several options, none of which fit my particular problem – I knew where my package is, but it was half a country away and about to be delivered to someone in Delaware.
After trying some of the “options” the polite computer-generated voice gave me, I was convinced I had hit another dead-end. As I pondered what to do, the computer voice said, “I’m sorry, I did not hear your choice.”
I growled and said, “I want to talk to a customer service rep,” in a very frustrated voice. Knowing this was not an option provided by the “menu,” I was about to hang up when I heard, “Please hold while I transfer you.”
Ah, I thought, at last I’ve found my way to another human.
It seems, however, that this human customer service rep had more important things to do than serve her customer, so once I gave her the tracking number I had, she abruptly said, “Your package is out on the route and will be delivered today.” I could tell she thought my call was a simple nuisance.
She was about to hang up when I said, “Yes, it’s out for delivery, but in DELAWARE! I’m in Harmony, Minnesota.”
“Oh, I see,” came the more polite response. “The company you ordered it from must have the incorrect address.”
I then explained that I had received the first part of this order and had received that just fine, so could only assume that the correct address was also on this package.
Telling me she couldn’t help me any further, she suggested I call the company where I placed the order. I told her that I had already done that and they had referred me to her. She reiterated that her policy said to refer customers to the company where the shipment began and promptly hung up – without so much as a Merry Christmas.
So, back I went to the on-line store where I requested another call. This time, thankfully, the call went to a very professional, courteous representative who was more than willing to do what he could to make sure my package arrived by Christmas. He put me on hold while he personally called the delivery service.
They called the driver of the delivery van directly and he visually checked the package label. Sure enough, the address was correct.
How did it end up in Delaware? I’m sure we will never know, but after about a half an hour on hold, the friendly customer service representative returned to me and explained that he and the delivery company rep had finally worked out an arrangement. The package would be redirected, in the most speedy of fashions, and I would have it on my doorstep on Friday.
So, as I write this column, I don’t know whether or not the package will arrive in time, but I feel better about the possibility after talking to the last representative, who didn’t care how much time it took to rectify the situation.
The most frustrating part of this whole scenario is the fact that I had placed that order during the first week in December, allowing adequate time for delivery.
I’ve never spent so much time on hold before and I’ve never talked to so many automated answering systems, but if the gifts arrive in time, and the kids enjoy them, it will all be worth the effort.
