|Review by Mike||posted 12-07-2013 12:05 AM||3060 views||0 times favorited||24 comments|
A Rant on Northern Tools Phone Customer Service:
A product I purchased turned me from just wanting to know where my purchase was to being POed quickly. The agent that I was speaking to over the phone had told me that UPS had delivered my item to the USPS for delivery. Based on my UPS tracking number, it said this was done two days ago. I then asked for a status update as to when I should get my item since the USPS doesn’t take three days to deliver something from less than 40 minutes away.
The lady said that she didn’t know. I then asked if she could find out. She puts me on hold and tells me that she has the USPS tracking number. Great! I can now find out where my item is. I ask here if she could track it on the Postal Service website. “Oh I don’t know how to do that” she says. (Face palm) I ask her if she can find out how to so I can find out where my package is. Another hold.
“Well it should be there tomorrow…” she informs me.
“Are you sure?” I ask.
“Well no, but it should be there tomorrow.”
I am starting to get a little POed at this point. She has the tracking number and is now guessing as to when the item may be delivered…
I ask to speak to her supervisor since I figure she was new. She asks me to hold on and she places me on hold. Over 3 minutes later, the girl gets back on the phone and tells me the same thing as well as that her supervisor was sitting next to her. Well that’s all well and good, but I’d still like to speak to her supervisor since she is sitting right there. Seven requests later to speak with the supervisor after she keeps parroting the same thing I decide to hang up because I figured I wasn’t getting anywhere.
I called back in and was waiting for someone to pick up for over 5 minutes. (Horrible hold music by the way) A guy gets on the phone and I immediately ask for his supervisor. I’m placed on hold again for about 5 minutes. He pops back on the line and says he can’t transfer me to the supervisor since I wouldn’t tell him why I was calling. I tell him what is going on and he puts me back on hold again for an extended period of time.
Finally the supervisor conferences in on the call. She informs me that she had been the one sitting next to the first agent. I asked why she wouldn’t take my call. She starts raising her voice at me telling me since the first agent had told me what I needed to know. Now I am full on angry.
I tell her just to send me a return tag. She told me that she wouldn’t. (WTF) [sorry guys]. I don’t even want the item at this point and I will never do business with NT online. I should have just gone to the store to pick it up the day I ordered online even though it is 40 minutes away (oh the irony)...
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