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So last week I ordered a couple of extension straps from Adorama from their website. I placed the order, the next day I got an email stating they were out of stock.
So I wanted to get these by this weekend, but I thought, well still have time.. so I waited. This week rolls around, still no contact from Adorama, I check and the item is still on backorder with no idea when it will ship. I send them an email to inquire as to when it will ship, didn't receive a response. I didn't really want to wait another 24 hours so I went ahead and cancelled the order. Not a huge deal mind you, I mean sometimes things happen. I send an email explaining that I'm just not willing to wait any longer and that's why I cancelled my order.
But I put in a request to cancel the order and order it from someplace else instead. Then the "customer service" emails arrive. Only they are obviously cut and pasted from a template with my name copied over an [INSERT NAME HERE] section. It contains an apology, which of course is absolutely worthless because you don't cut and paste an apology if it's sincere.
So I respond back and point out that cutting and pasting an email like that really isn't good customer service, and that I really didn't appreciate the apology at all because it was so obvious that this was a cut and paste response.
I get another response back, with the exact same template cut and pasted again. Apparently the didn't even bother to read my response, or take even enough time to scroll down and see that they had already cut and pasted that response to me once before and that's actually what my response was complaining about.
So I respond again, a little more tersely this time, requesting that they forward my email to a supervisor or manager and that someone actually read it and respond to me with something other than a cut and paste email.
This time I get a different cut and paste response about their backorder system and how the website works in regards to back orders, etc, etc. Again it's pretty obvious this is a pre-written, cut and paste response and it did nothing to address my concerns. I was already well past caring about how they handled back orders, I just wanted an actual human being to take 10 seconds to read the one paragraph email I sent and respond to me. That was it.
I sent yet another email pointing this out, and as of yet I have yet to receive a response to it at all. It's now pretty much a full week since I placed my order, and so far I haven't even gotten anyone on Adorama's email team to give me a single, actual response to the issue I wanted to discuss with them - namely the fact that they have yet to actually read anything I've written and respond accordingly, instead they skimmed the email, found a keyword, cut and pasted what they thought was the right response and moved on.
Granted, it's not like I ordered a high dollar item. It's also not like it's the end of the world that they were unable to fulfill the order. In fact if I'd just gotten an honest to goodness, hey, sorry about that I wouldn't be here now. But I guess I'm just not to keen on giving any company my business if they can't even take a couple of seconds out of their busy day to give me an appropriate response when I send them email.
Just my 2 cents worth of course, YMMV
So I wanted to get these by this weekend, but I thought, well still have time.. so I waited. This week rolls around, still no contact from Adorama, I check and the item is still on backorder with no idea when it will ship. I send them an email to inquire as to when it will ship, didn't receive a response. I didn't really want to wait another 24 hours so I went ahead and cancelled the order. Not a huge deal mind you, I mean sometimes things happen. I send an email explaining that I'm just not willing to wait any longer and that's why I cancelled my order.
But I put in a request to cancel the order and order it from someplace else instead. Then the "customer service" emails arrive. Only they are obviously cut and pasted from a template with my name copied over an [INSERT NAME HERE] section. It contains an apology, which of course is absolutely worthless because you don't cut and paste an apology if it's sincere.
So I respond back and point out that cutting and pasting an email like that really isn't good customer service, and that I really didn't appreciate the apology at all because it was so obvious that this was a cut and paste response.
I get another response back, with the exact same template cut and pasted again. Apparently the didn't even bother to read my response, or take even enough time to scroll down and see that they had already cut and pasted that response to me once before and that's actually what my response was complaining about.
So I respond again, a little more tersely this time, requesting that they forward my email to a supervisor or manager and that someone actually read it and respond to me with something other than a cut and paste email.
This time I get a different cut and paste response about their backorder system and how the website works in regards to back orders, etc, etc. Again it's pretty obvious this is a pre-written, cut and paste response and it did nothing to address my concerns. I was already well past caring about how they handled back orders, I just wanted an actual human being to take 10 seconds to read the one paragraph email I sent and respond to me. That was it.
I sent yet another email pointing this out, and as of yet I have yet to receive a response to it at all. It's now pretty much a full week since I placed my order, and so far I haven't even gotten anyone on Adorama's email team to give me a single, actual response to the issue I wanted to discuss with them - namely the fact that they have yet to actually read anything I've written and respond accordingly, instead they skimmed the email, found a keyword, cut and pasted what they thought was the right response and moved on.
Granted, it's not like I ordered a high dollar item. It's also not like it's the end of the world that they were unable to fulfill the order. In fact if I'd just gotten an honest to goodness, hey, sorry about that I wouldn't be here now. But I guess I'm just not to keen on giving any company my business if they can't even take a couple of seconds out of their busy day to give me an appropriate response when I send them email.
Just my 2 cents worth of course, YMMV