babylonfive wrote:I've been with woot! since weeks after their launch, with 66 purchases. I've been happy and recommended them.
Recently I've had a few issues that were not handled well, and wondered if anyone else has had similar issues:
1). I was sold a laptop (validated order), then 4 days after the order it was cancelled, with the explanation that they 'didn't have it'. Uh, ok. Issues with inventory much? Not a 'Buy' button issue, but a committed product lost.
2). I received a 'sorry, that's the way it is' email about the issue, and a 5% off anything else coupon - it was perfunctory, and I would much rather have had the item I wanted. I replied with my disappointment and a request to check all possibilities to get me what was committed. [one point here - I know sometimes mistakes are made, and its not a huge deal, but it's not something that would have happened 5 years ago - disappointed at this point]
3). One week later, the exact same item returned to the site - you couldn't have checked for more in other areas or coming in soon for a customer who was committed? At this point, I'm a bit more disappointed, as I've already bought another machine by then (not as good a choice for me, and more $).
Summary: I know I can choose to shop elsewhere and I know that this isn't purposeful or extreme,... but it is disappointing and some of the shine has worn off of woot! for me.
WOOT! Get your crap together on inventory and committed orders, and give your 'customer support' reps a little more responsibility to fix issues (find lost items or replacements).
Previously stated the following additional complaint, but turns out they did our refund correctly.
Recently I purchased two of the Asus tablet/dock combinations from Woot. One was for me, one was for my father, who has been looking for something just like it for some time.
I found that the limit on purchases was set to 1, so I helped my father create an account and place an order. For convenience and safety, I had both shipped to my father's home, as I live in an apartment with a lot of unsavory types who would certainly snatch up any packages left on the grounds for me.
We both received order confirmation emails. The next day, though, I checked both his and my order status in "Stuff You Bought", and found that while the order showed up in my screen, his remained empty, despite his woot counter now showing 1 and despite his order confirmation email. This was an immediate red flag to me, so I helped him draft an email to Woot support (since there's no easy way to call in for situations like this).
Half a day later, I received a canned response from "Riley" with nary an apology anywhere, stating that their automated order checks held up the order and that there was no way to fulfill it. It also stated that "sometimes totally legitimate orders get caught in the checks", indicating that this is a repeat issue.
I immediately sent a response back myself, expressing significant disappointment at the situation, and asking why this was being allowed to happen to legitimate customers, and was ignored. To date (25 days later) I still haven't gotten anything back.
It's not about the tablet. There are hundreds of other retailers out there who would be happy to sell me a tablet (and did, in fact) to replace the one I gave to my father. It's about the fact that Woot wants to be a retailer with the big guys, with all their product offerings and deals now, but they don't want to put in the work to fix broken processes and address customer service shortcomings on top of it. Even an automated email would have let me know that Woot needed some attention on this and I could have called or emailed to clear the issue up and preserve both orders. Instead, these situations are allowed to sit until the customer ends up discovering the problem, which could be the next day, or weeks later when they realize they never got what they ordered. This is an unacceptable way to treat customer service.
For this to be a known issue, yet Woot is not proactively taking steps to protect its customers from its own systems, suggests to me that Woot has sufficient business that they don't need the money I've spent and would have spent with them. So, with the exception of browsing deals.woot and using the site to report my recent experience with Woot, I'm taking my money elsewhere from now on, since Woot doesn't seem to want or need it. Woot's dismal D+ customer rating on the BBB is a sad exclamation point at the end of this statement.
The saddest thing is, Woot could have addressed this and kept a customer, but they ignored the situation instead. I think it's poignant too that there have been no official responses to this thread. Customer service isn't selective, guys. You don't get to pick and choose what situations you'll support and which ones you'll ignore. From reading feedback in other places around Woot, it seems that customer satisfaction is pretty low right now. When will you start to take your users seriously? Soon, I hope, for your own sakes.