There is a department store chain that is well known for it's tools and appliances. Throughout the entire saga, I never yelled obscenities, I never insulted the CSR, I did occasionally get loud and firm, and occasionally had to talk over the person on the other end of the line.
When DH and I were purchasing our new house, I went shopping on-line for new appliances about a month ahead of our move date. I purchased a refrigerator, a washer, and dryer. A total purchase of over $3,500. It was the beginning of a horrible experience. First, they changed the shipping address to the billing address...even though I had a receipt that said otherwise, when the email came confirming the pending delivery date, it showed our old address as the delivery address.
I called customer service and was on hold for 35 minutes before I was able to talk to a human...who proceeded to tell me that I must have made an error when I ordered (even though I had proof otherwise) and that they could not change the order since delivery had already been scheduled. I could refuse the order when it arrived, but then I would be charged a "restocking" fee.
I did not want appliances delivered to a home I did not own. I would not be in the house to "refuse" the delivery. The delivery date was for the day after I moved into my new house (2 weeks away). She said it was too late. I demanded a supervisor.
She refused to transfer me saying that I made an error and she couldn't help me. I continued to demand a supervisor. She hung up on me.
I called back...on hold for 23 minutes...got a different rep with a different story. But this one said she could either cancel the order or I could refuse the shipment at my old address. I chose to cancel the order. I was told it would be 10 to 12 weeks before the money would be credited to my account. The refund policy on the receipt said 10 to 12 business days. I pointed this out. She told me that it was a typo and their policy was 10 to 12 weeks for a refund. I demanded a supervisor. She hung up on me. I received an email confirming my cancellation with the "new" policy (different from the one on my ORIGINAL order) listed.
I called back....on hold for 30 minutes. I asked to speak to a supervisor. They asked why. I said, the last two reps I has spoken to had hung up on me and refused to transfer me. She asked for my order number. After she pulled it up, she said...Oh that order is cancelled, I cannot help you. I said I needed to talk to a supervisor. She said a supervisor couldn't help me because according to the system I didn't have an order anymore and supervisors could only speak to customers. I demanded a supervisor and she told me that they would not be able to help me and hung up.
I went to the company's website and looked up the email for corporate. I emailed my saga with attachments showing the progression of my order and explaining my problem. They emailed me back saying I would need to speak to a supervisor at the call center and gave me the number I had already called 3 times.
So, I called again. This time I refused to explain myself. I just politely asked for a supervisor. Repeating myself over and over and over again (like a broken record) until they got fed up and transferred me.
I explained my situation to the supervisor who denied that any of their reps would ever hang up on a customer.
They finally agreed to refund my money as shown on my on-line receipt. I got his name and direct line.
I watched my account daily and after 12 days the money wasn't in the account, so I called him and asked him why my refund had not been issued. I was given the run around for 3 days until he finally admitted that he hadn't submitted my request because, "It just wasn't done." I informed him that I would be taking action very soon to ensure that the proper authorities knew that they were not honoring their own refund policy as stated when I made my purchase. He sputtered and told me it would get done that day.
I continued to watch my account and called every day until FINALLY, they refunded my money. I did not have a washer, dryer, or refrigerator when I moved into my home. As soon as I received my refund, I went to the local blue hardware store that sells appliances, and purchased everything I needed. They delivered the next day and I saved over $500 because I purchased a discontinued floor model of the refrigerator I wanted.
It has been 2 1/2 years, but I refuse to step foot in the store or spend any of my money there.