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Ana,
I am very unhappy; not with you but with eCost. They have never answered any of my emails including the one you sent them on my behalf.
Eventually (last week), I called them about this order which they say has shipped (plus my card was charged) but DHL, the shipper, says they have not received the product from eCost. They said they would have their claims department look into it and to call back in 2 business days. I did that and they said they were still checking and they’d get back to me (yesterday) but I still have not heard from them. I am now on hold trying to get in contact with them again.
They would not let me cancel and re-order this product, though if I had been able to do that, I’d have the product by now.
I am talking to Rebecca at eCost and she says they have never received an email from you on this problem of mine. They are now saying it takes 3-7 business days for claims investigation. She says she will contact the warehouse to see if the item can be found. She did verify with DHL that they have not received the package even though a tracking number was assigned. Rebecca says sometime things are sent UPS even though the consumer is told DHL but even if that were the case (which I doubt), I would have received it by now. Hopefully, tomorrow this will be resolved by a re-order or credit to my charge card.
I am drafting a posting to several of the forums I frequent to blast the poor experience that I have with eCost, detailing everything. Expect to see the posting in Fatwallet.com, ResellerRatings.com and others. I will complete the posting tomorrow night – hopefully with a positive outcome (something like “We are over-nighting your JVC receiver, Mr. Davis”).
I am copying this email to eCost, but I don’t think they read their emails (from my experience). I am copying to Rebecca, too. I will forward the forum posting tomorrow.
Thanks,
Gary Davis
From: SHOP.COM Customer Service [mailto:customerservice@shop.com]
Sent: Tuesday, December 05, 2006 11:11 PM
To: Gary Davis
Subject: RE:'SHOP.COM=002-177-818' SHOP.COM Master Order #5136622 Status Request
Dear Gary,
Thank you for shopping, SHOP.COM. My name is Ana Richard, your personal shopping advocate in SHOP.COM to quickly resolve any of your concerns.
I have forwarded your order inquiry to eCOST.com for their reply. Be assured you'll be hearing from them shortly.
Please don't hesitate to contact me should you have further questions or comments about your order, about some aspect of SHOP.COM, or any of the stores on SHOP.COM.
We are committed to ensuring your total satisfaction.
Ana Richard
Customer Service
SHOP•COM
Thousands of Brands. Hundreds of Stores.
The Convenience of OneCart™
For Your Future Reference:
Orders placed through SHOP.COM are immediately transferred to member merchants for processing.
In order to be part of SHOP.COM, each merchant must maintain the highest level of customer service.
Our Customer Order Confirmation form also includes member merchant contact information,so you can directly access their customer service team.
Please contact us should you have questions or comments regarding a member merchant’s customer service.
-----Original Message-----
From: Gary Davis (gary@webguild.com)
Date: Tuesday, December 05, 2006 05:33 PM
To: customerservice@shop.com (customerservice@shop.com)
Subject: SHOP.COM Master Order #5136622 Status Request
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