Working Person's Store Poor customer service and communication Lakeville Indiana
This is not so much a ripoff, just very poor way of doing business.
On 30 November 2006, I placed an order through their online store. Transaction went smoothly and I received a confirmation of the order via email.
On 12 December 2006, I received an email stating that the item was out of stock. TWELVE days to realize an item is out of stock and to notify the consumer. So I followed the instructions in the email the read, this is a cut and paste: "Questions? Just drop us an email at orders@workingperson.com and we'll get right on it. In order to help you as quickly as possible, please be sure to include your order number in the subject line of your email." I followed these simple instructions and asked them to cancel my order. I refuse to do business with a company that takes so long to do notifications. Never heard anything back.
On 20 December 2006, I received another email stating the order is still out of stock and to be patient. Following the same simple instructions, I emailed back canceling the order again.
On 21 December 2006, I called the company to cancel my order. I was number 15 in the hold queue. 45 minutes later, I am number 1 in the queue. The next thing I know a recorded message comes on asking me to leave a message. Seems like they closed while I was hold. I left a message on the voice mail system.
On 22 December 2006, I tried to call the company again during the middle of the day so as not to get close to the end of business hours. Received a recorded message stating that they are closed. Funny, nothing stated on the website about holiday hours.
So here it is, no return phone call, no returned email. Nothing but silence from them.
This order was supposed to be a Christmas gift and thought I had ordered it with sufficient lead-time. If the item had been out of stock at the time of order, fine. I would have had to find another company with the item in stock, but not after waiting 12 days to make a notification.
Now, this company did NOT charge my account. So I'm not trying to say that they ripped me off. Just very poor customer relations, although their hold music/message says they are "Customer Fanatics". Talk about false advertising.
Patrick
Collin County, Texas
U.S.A.
15 Updates & Rebuttals
nick
dix hills,New York,
United States of America
reviews
#16Consumer Comment
Thu, December 06, 2012
They have not responded to several e-mails i sent asking why they will not post my review on a pair of boots i purchased at their store. I use and like to read other peoples reviews and kinda feel it is the right thing to do (rating a product) The review was not even negative but offered some constructive criticism. Apparently they only post up glowing reviews , and i will keep that in mind if i purchase something from them again
Mary
Chambersburg,Pennsylvania,
U.S.A.
Similar experience
#16Consumer Comment
Mon, August 25, 2008
I have a similar experience with this company, only I actually have been billed for a product that is out of stock. Contacting customer service has been a nightmare and it was only after my many attempts that I finally did reach someone by phone to learn that my item was back ordered. They never contacted me and ignored my messages to them. It has been 18 days since I placed my order and was billed. I have written up my own report on this website which should be posted soon. By far my worst buying experience. False advertising on the website in regards to customer service, in regards to their policy to not bill until item ships, and their promise to contact the customer in the event that the product may be delayed when out of stock.
Patrick
Wylie,Texas,
U.S.A.
update
#16Author of original report
Sat, May 12, 2007
This is the most communication I have received from this company. Too bad you didn't try this hard when I had cancelled the order. A simple acknowledgement that order was disregarded. Keep waiting. I did.
Jeffrey
Lakeville,Indiana,
U.S.A.
Carefully Review the Facts Before Responding
#16UPDATE Employee
Fri, May 11, 2007
Sir:
By no stretch of the imagination is our firm either lackadaisical or inept, as it sells goods without issue in the tens of millions of dollars.
AGAIN, this customer was timely notified, and at all times has the option to cancel on the web site. When an item is out of stock, an electronic notification is immediately triggered from our ERP system. Upon receipt of the email, the customer can electronically cancel on the web site, or receive the item, which is often shipped directly from the manufacturer. This customer was never charged, nor was any imposition placed upon the customer whatsoever. Indeed, ANY retailer can temporarily run out of a high demand item, and our firm has been unfairly and improperly charactorized by placing a compliant within this forum. We continue to await its removal.
Very Truly Yours,
/s/Jeffrey Antisdel
Chief Marketing Officer
The Working Persons Store
Jeffrey
Lakeville,Indiana,
U.S.A.
Response to Comment
#16UPDATE Employee
Wed, April 25, 2007
Sir, it has been verified that this person received our email notification(s) which confirms the desired item was out of stock. The order was canceled per this persons request and at no time was he ever charged. Further, a telephone call is not required to cancel an order and can be instantly completed through the web site. Irrespective of the fact that a telephone call was unnecessary to cancel an order, this person attempted to call on one of the busiest days of the retail selling season but was unable to speak to a customer service agent. Again, a busy telephone line on December 23rd is not cause for filing a complaint in a venue dedicated to victims of fraud. We maintain that our firm has become the unwitting victim in this venue, as this complaint is unfair, unreasonable and without merit.
Very Truly Yours,
Chris
Santa Maria,California,
U.S.A.
Too Little, Too Late!
#16Consumer Comment
Wed, April 25, 2007
The fact remains, it took too long to contact him about the out-of-stock item when he ordered it in plenty of time for Christmas. You didn't cancel the order when he requested, then he never could get ahold of anyone when he tried to call. Sounds pretty lackadaisical to me.
Chris
Santa Maria,California,
U.S.A.
Too Little, Too Late!
#16Consumer Comment
Wed, April 25, 2007
The fact remains, it took too long to contact him about the out-of-stock item when he ordered it in plenty of time for Christmas. You didn't cancel the order when he requested, then he never could get ahold of anyone when he tried to call. Sounds pretty lackadaisical to me.
Chris
Santa Maria,California,
U.S.A.
Too Little, Too Late!
#16Consumer Comment
Wed, April 25, 2007
The fact remains, it took too long to contact him about the out-of-stock item when he ordered it in plenty of time for Christmas. You didn't cancel the order when he requested, then he never could get ahold of anyone when he tried to call. Sounds pretty lackadaisical to me.
Jeffrey
Lakeville,Indiana,
U.S.A.
Response to Complaint
#16UPDATE Employee
Tue, April 24, 2007
Patrick:
Again, this complaint is unreasonable and improper for this forum. This forum is intended for victims of fraud. At no time did you ever sustain a financial loss of any kind or nature in connection with our firm. Accordingly, I again request that this complaint be removed from this venue.
To reiterate, you placed an order for goods that were temporarily out of stock during the Christmas selling season. Please note, when an item is out of stock, email is electronically triggered and sent out which confirms an out of stock situation.
It is clear that email was flowing to your email account, but for some unknown reason, the first automated email (which was automatically sent) either went unopened or was deleted. Obviously, the second automated email was received. Your cancellation request was subsequently honored (without need of a phone call), and at no time did you suffer a financial loss of any kind or nature.
You subsequently felt compelled to file a complaint on 12/23/06 (in this venue) alleging poor customer service, communications and false advertising. Your motivation for doing so is presently unclear, as little more than busy phone lines in the peak of the Christmas rush appeared to be the catalyst for your complaint.
Respecting the period of time you reference in our responding to this complaint and your inference of poor communications, no copy of this complaint was received by the company. We were made aware of this complaint through a web search and immediately responded.
Please note, the detailed response to this complaint is a testament to our dedication to our customers. I've personally spent many hours (too many) reviewing all related order records, communications and complaint details, not to mention the time spent responding. We've at all times met, and continue to meet, any reasonable standard of care in addressing our customer service obligations.
In summary, we strongly object to the negative characterization(s) of our firm within your publicly displayed complaint, and further allege such is intended to cause damage(s) to our firm, it's reputation and ability to conduct interstate commerce.
Accordingly, we request that you immediately take any and all steps necessary to withdraw the entirety of your complaint from this venue.
Very Truly Yours,
/s/Jeffrey Antisdel
Chief Marketing Officer
The Working Person's Store
Patrick
Wylie,Texas,
U.S.A.
update
#16Author of original report
Fri, April 06, 2007
**Sorry about the two part rebuttal**** I'll continue..
Jeffery also states "and by the customer's own admission, confirmed opening the company's email notification 8 days after placing the order"
I stated I RECEIVED the emails on those days. By received, I simply mean they arrived in my mailbox, read them, and replied the SAME day. How he comes up with waiting eight days to read an email is mind boggling.
Funny, Jeffery's rebuttal coming THREE+ months after the original complaint was posted speaks for itself. I told them on the voice message left on 22 December that I was going to post my experiences on this website. Guess they finally got around to checking their messages.
Patrick
Wylie,Texas,
U.S.A.
update
#16Author of original report
Fri, April 06, 2007
**Sorry about the two part rebuttal**** I'll continue..
Jeffery also states "and by the customer's own admission, confirmed opening the company's email notification 8 days after placing the order"
I stated I RECEIVED the emails on those days. By received, I simply mean they arrived in my mailbox, read them, and replied the SAME day. How he comes up with waiting eight days to read an email is mind boggling.
Funny, Jeffery's rebuttal coming THREE+ months after the original complaint was posted speaks for itself. I told them on the voice message left on 22 December that I was going to post my experiences on this website. Guess they finally got around to checking their messages.
Patrick
Wylie,Texas,
U.S.A.
update
#16Author of original report
Fri, April 06, 2007
**Sorry about the two part rebuttal**** I'll continue..
Jeffery also states "and by the customer's own admission, confirmed opening the company's email notification 8 days after placing the order"
I stated I RECEIVED the emails on those days. By received, I simply mean they arrived in my mailbox, read them, and replied the SAME day. How he comes up with waiting eight days to read an email is mind boggling.
Funny, Jeffery's rebuttal coming THREE+ months after the original complaint was posted speaks for itself. I told them on the voice message left on 22 December that I was going to post my experiences on this website. Guess they finally got around to checking their messages.
Patrick
Wylie,Texas,
U.S.A.
update
#16Author of original report
Fri, April 06, 2007
**Sorry about the two part rebuttal**** I'll continue..
Jeffery also states "and by the customer's own admission, confirmed opening the company's email notification 8 days after placing the order"
I stated I RECEIVED the emails on those days. By received, I simply mean they arrived in my mailbox, read them, and replied the SAME day. How he comes up with waiting eight days to read an email is mind boggling.
Funny, Jeffery's rebuttal coming THREE+ months after the original complaint was posted speaks for itself. I told them on the voice message left on 22 December that I was going to post my experiences on this website. Guess they finally got around to checking their messages.
Patrick
Wylie,Texas,
U.S.A.
update
#16Author of original report
Fri, April 06, 2007
Well, this rebuttal from this company is a perfect example of what I was talking about this company. In my original post I stated: "On 30 November 2006, I placed an order through their online store. Transaction went smoothly and I received a confirmation of the order via email." The order was placed on the 30th, not December 12th as Jeffery states in the rebuttal.
He also states: "At no time was this customer improperly charged or defrauded in any manner whatsoever, and by the customer's own admission, confirmed opening the company's email notification 8 days after placing the order."
Let's address each item here:
First, I never stated stated that I was charged or defrauded "Now, this company did NOT charge my account. So I'm not trying to say that they ripped me off." I simply stated at the very beginning of my complaint "This is not so much a ripoff, just very poor way of doing business".
Jeffrey
Lakeville,Indiana,
U.S.A.
E-Mail Communication
#16UPDATE Employee
Wed, April 04, 2007
This complaint resulted from an order allegedly placed on December 12th, that was not in stock due to holiday season rush. Apparently, e-mail did not reach this customer, which may or may not have been the fault of the company.
In addition to the foregoing, this customer did confirm opening a subsequent email on December 20th, which confirmed the item was out of stock.
At no time was this customer improperly charged or defrauded in any manner whatsoever, and by the customer's own admission, confirmed opening the company's email notification 8 days after placing the order.
Further, at no time does the customer ever consider the possibility that email notification might have earlier been sent and missed by the customer, (as such out of stock notices are automated when an item is unavailable or requires special ordering). The customer's complaint in positioning our firm as a "rip off" is simply unreasonable, and does not belong in this forum.
In summary, The Working Person's Store has done nothing whatsoever that either unethical or improper. This customer simply placed an order for an item that was temporarily out of stock in peak of the Christmas selling season. We apologize for the item not being available, but request removal of this complaint as the company did nothing improper.
If there are any questions, please feel free to contact me at your earliest convenience.
Very Truly Yours,
/s/Jeffrey Antisdel
Chief Marketing Officer
The Working Person's Store
www.WorkingPerson.com