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Abc Distributing invalid tracking snappy rude unapologetic lengthy wait time no delivery ripoff Miami Florida
On December 6, 2005 I received one of the promotional emails abc distributing sends out regarding some items available for purchase on sale. According to the promotional email, there was still time to order holiday gifts. I placed an order the same day, within two hours of receiving the aforementioned email. My order was processed, the items were tagged as being in stock and my money was accepted.
On December 18, 2005 I logged into my account online to check on the status of my order and saw that my order was marked as shipped USPS Parcel Post on December 14, 2005 and was given a tracking number. I used the tracking number at the USPS website and the package wasn't able to be found. I assumed that the tracking information had simply not made it to the site yet and waited another two days. On December 20, 2005 I logged back into the abc website and the date of shipping was changed to December 19, 2005 and the tracking number remained the same. Again, USPS had no record of the item being shipped.
I waited for the package to arrive, expecting it to come before December 25, 2005, as it was Christmas presents. When it did not arrive by Tuesday, December 27, 2005, I made a phone call to the USPS regarding the package. It was explained to me that the tracking number I was given to track my package was not a valid tracking number for the USPS.
At this point I called abc's customer service phone number, a long distance call for me. I sat on hold for 40 minutes waiting to speak to a customer service agent. Unfortunately I did not think to write down the name of the operator that answered the phone, but from the very moment she answered the phone she was rude. Perhaps she was overworked, but regardless of the reason, she made it very clear she wasn't interested in assisting me. I explained the situation to her and her first response was that she'd have to put in a request for more information and someone else would get back to me.
I asked her to help me understand the reason why the package wasn't even shipped until 6 days before it needed to be available to me, and why it took 13 days to process the order, but her only response was that it wasn't abc's fault that the post office hadn't delivered it yet. I asked to speak to her manager.
After being on hold for approximately 10 minutes, a supervisor answered the line. I explained the situation to her and she informed me that it takes a minimum of 10 processing days for a package to be shipped out. I asked why then they would have sent me that email claiming that I could still order holiday presents and she was unable to give me any sort of explanation other than to continue to tell me that the processing time had been normal. She then explained that the package cannot have a tracer put on it until it has been missing for 21 days.
I waited until January 9, 2006, 21 days after the package had allegedly been shipped and made yet another long distance phone call to abc's customer service line. I waited on hold for 30 minutes and Danielle answered the line. I explained that I was looking for a missing package and she looked up my information. She explained that the tracer couldn't be placed until 21 *business* days after the package had been shipped.
Because the last rep was unable to assist me, I assumed that this rep would be unable to, so I said that I would need to speak to a manager because I wasn't willing to wait that long to find my package. She began to snap at me that I didn't have any reason to speak to her manager. She immediately "put a tracer" on my package (a service I had been told twice wasn't able to be done until 21 days had passed).
At no point had anyone explained to me that a "tracer" was just a fancy way to say they were mailing me the paperwork to send back to them to have my money refunded.
I didn't recieve an apology, much less any admitance that abc had any fault in misrepresenting their shipping times or the loss of my package. No one is willing to figure out why I had a bogus tracking number or why I had two separate shipping dates in my status information online. I was treated rudely and my situation has not yet improved. I'm very disappointed.
Deborah
Thonotosassa, Florida
U.S.A.
4 Updates & Rebuttals
Deborah
Thonotosassa,Florida,
U.S.A.
Customer Service is a joke
#5Author of original report
Sun, October 08, 2006
Ms. Camara apparantly took it upon herself to tell ripoffreport.com that she was able to satisfy my request, but she told ME that my item just arrived in it's own time and that the company wasn't responsible for its arrival time.
How could she have resolved my request if they weren't responsible for it arriving to me. She put the blame on the Post Office, but my packaged was reported by USPS to have been shipped the day after she and I spoke in email. Interesting.
I was unhappy with the assistance I received and asked to have my account closed. A handful of months later, they have now reopened my account without my consent and have resumed mailing me catalogs.
This company is in serious need of a real makeover, not just a website redesign.
Maria
North Miami,Florida,
U.S.A.
Customer contacted me directly
#5UPDATE Employee
Thu, February 02, 2006
Thank you for contacting us.
Customer contacted me directly and I was able to satisfy her request.
Thank you again Deborah for giving me the opportunity to assist you.
Maria Camara
Maria
North Miami,Florida,
U.S.A.
Please provide more information to provide assistance.
#5UPDATE Employee
Fri, January 13, 2006
Deborah - please contact me directly at the e-mail shown below and provide your account number and the invoice number in questions. I will follow up and provide you with an immediate reply.
Thank you.
maria.camara@abcdistributing.com
Steve
Bradenton,Florida,
U.S.A.
Deborah, Dispute that charge on your Credit Card ASAP!
#5Consumer Suggestion
Tue, January 10, 2006
Don't wait for them, they will run you out of time to dispute the transaction.
Also, I think they are just a "dropshipper", which means they are advertising what someone else actually stocks.
This would explain the long order processing time, and lack of knowledge of the status of the order.
It also explains the term "tracer" which is an inquiry by them to the supplier.
Both UPS and USPS offer tracking numbers, and you mentioned the term "mail" was used by the rep. Did you check the USPS [Post Office] website and try that tracking number?
Don't let them screw you, dispute in writing TODAY!!!
Good luck