Horrible service!! Customer service reps lie?
Written: Dec 16 '06
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On 11/27 I ordered a FujiFilm A400 digital camera from RitzCamera.com. I used Google Checkout to save an extra $20. Four minutes later I used Google Checkout again to purchase an HP Photo Printer. I was buying these items as a birthday (12/23- camera) and Xmas gift (printer) for my daughter. By buying the items the way I did I saved an extra $40 and the printer comes with a $100 rebate (with purchase of a 4MB+ digital camera). With the rebate the whole deal would cost me $47.
The problems began when I didn’t hear anything about my purchases on 11/29. I then sent email via my Google Checkout account to RitzCamera.com. Ritz auto replied to my two emails on 12/05 (by this time the printer had arrived on 12/02 & Google Checkout had sent confirmation on the same day- Google sent the info as Ritz provided it to them so I do not believe it is their fault as to why the shipping info was sent on the day I got my printer) saying:
We have received your email message with the subject:
Questions about order #XXXXXXXXXXXXXXX
If you do not get a response within 48 hours, please send your message again.
Thank you.
RitzCamera
I received an email on 12/07 telling me I had received my printer on 12/02 (can someone say ‘slow response time’?) but nothing on my camera. I used Ritz’s online live help and was informed they were processing my order for my ֬nd printer’ as we spoke. When I corrected the customer service rep that it was an A400 camera and not a printer he said Google Checkout had sent information that I had ordered another printer and it wasn’t Ritz’s fault. I asked, ‘How is it that Google sent me a receipt for an A400 camera but then transmitted info for a printer?’ He suggested I call their toll free customer service number and closed the IM window!
Livid, I made the first of about 12 phone calls on this order. I was told again this was a Google screw-up and that they were working on fixing it. The interesting part of this is if Google had made the error why was the service rep telling me, “Because you had ordered the camera we are going to honor your purchase and send the camera to you. We don’t have it anymore.”
Huh?! I had him repeat that 4 more times (I think Ritz uses off-shore customer service help- his accent and the accent of every person I spoke to was hard to understand). Each time he said the same thing. If Google had screwed this up how was it he could confirm I had ordered the camera and not a second printer. I was never asked for my credit card number so it wasn’t as if they re-submitted a replacement order for the camera.
During all of this Ritz was never proactive in communicating the status of what was going on to me. I had to call them almost daily to find out what was going on. Finally on 12/12 I was told the camera was being shipped that afternoon and I would receive an email confirmation of this.
I never got an email confirmation so this prompted another series of calls on 12/13. I was given the FedEx tracking number so I could confirm it was indeed being sent to me. I told the service rep I wanted to talk to his supervisor because he said I had not received an email confirmation due to Google not transferring it to me and Ritz not having my actual email address (of course, Ritz service reps NEVER asked for my direct email address and while it is true that Google does not give out the actual address, Google has never let me down on the other 7 purchases I have made with them so who do you think I believe at this point?).
The rep did all he could to dissuade me from talking to his boss. I finally get his supervisor and the supervisor contradicts his employee by telling me the reason I had not received an email confirmation because RitzCamera.com is behind on sending out more than 3,000 such emails by several days!
When I asked, “Then it sounds like your employee lied to me!!! Isn’t that right?!” all he could muster is a “Sorry about the problems, sir”. He assured that email would go out ASAP. I received the item in 100% perfect condition on 12/15. I sent an email to their customer service department on 12/15 detailing my problems and the lies told to me. I will write a follow up to this if/when I receive a reply.
This is the 2nd worse online shopping experience I have had in my many years of shopping on the Internet (hands down the worse is a company called Totalvac.com). Suffice it to say I will never use RitzCamera.com to purchase anything ever again.
Recommended:
No
What product did you purchase or try to purchase? FujiFilm A400 digital camera
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dj0114
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