A couple hours spent online with Barnes and Noble

[CathyA]

I had a bit of stress yesterday with Barnes and Noble. You'd think to order 2 small books would be a little easier. Well, I ordered 2 and after about a week, it quit tracking the order. I was trying to be patient and waited another 5 days and nothing arrived. So I "chatted" with a representative who was very good and said that the order had been lost in transit. He ordered a replacement. Great! Well, the next day, the "lost in transit" books arrived. So I "chatted" with someone else to figure out what to do. Well, "Jenny" just kept writing "Yes, a replacement is made". I kept trying to explain to her that I don't need the replacement now, and she kept writing "Yes, the replacement has been made." I finally wrote "Is there anyone else there I can chat with? You're just not understanding me. Can I talk to a supervisor?" She gave me the phone number of the supervisor and I called her. I was very happy that she spoke English and I had no trouble understanding her. She emailed me a return label which I have to return to a UPS store :( I told her that Jenny just couldn't understand the problem and she said "Well.....there's a language barrier." Hmmmm okay. Actually, that's usually why I choose "chat".....at least I can pretty much understand them then.
So.........an unexpected pain in the butt that was supposed to be easy. Now.........let's see if the replacement order gets lost......... haha

[razz]

At least you got a response that dealt with the situation at the end so that is good.

[CathyA]

Yes, you're right razz, I could've had spent today working on the problem too! 👍

[JaneV2.0]

I had a similar problem with Amazon years ago--I was sent someone else's order for some reason. Huge language barrier. I complained in writing (to Jeff Bezos, 'cuz we're close :D ) and got the response that they have employees all over the place. (I know, I almost took that job. Long story.) But I haven't had that problem since--not with Amazon, anyway. With my local (!) phone company and several others. If I have a choice, I go with companies that have fast, helpful, comprehensive customer service. I have little respect for corporations that cut corners to squeeze maximum profit out of their customers with no regard for how it impacts them.

[CathyA]

I do prefer chat........but that can take about 5 times longer than a phone call. But at least I can understand the words. Funny how I've caught on to the fact that the person on the chat with me is probably chatting with a bunch of other people......but they press the button that tells me they are "responding".....when they're not. At least I can do a few other things while I'm waiting. I think their names are funny too........like we're supposed to think they're American instead of some other country.....and we're supposed to be happier about that. It's all so manipulative..........but hey, I'm grateful for the chat option,.

[Chicken lady]

My brother trains call center people. He says if the mistake is in your favor and the item is worth less than $25, be happy and don't call.

[Tammy]

I agree. Just keep the extra books - especially when you called once and got nowhere.