- Report: #1469861
Complaint Review: Amerimark - Cleveland Ohio
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Author Confirmed
Why?
Amerimark
6864 Engle Rd, Cleveland, 44130 Ohio, United States
Phone:
440-325-2000
Web:
https://m.amerimark.com
Categories:
Business Rating:
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Amerimark Anthony Richards Duplicate Merchandise Order, Double Charge Cleveland Ohio
I placed an order for Christmas and Amerimark put through the order twice under different order numbers and then charged the amount twice. I had only confirmed one order which I had placed online. This turned an approximately $200 order into a $400 order. Because of the duplicate order the amount charged was doubled causing it to go over my available limit of $300. Amerimark then requested a down-payment because the doubled amount exceeded my limit. I spoke to several customer service representatives who couldn't understand what I was telling them. They kept switching me to different departments and then back again. Their call center could neither understand the situation nor resolve it. This is Amerimark's mistake and they should be able to correct it.
I should receive my single internet order for $200 with $1.99 expedited shipping and no down payment. However, Amerimark's customer service cannot grasp what has occurred and despite speaking with several representatives the issue has not been resolved. The call center representatives obviously have not been trained to deal with duplicate orders and double billing and they have no tools with which to correct the situation. Amerimark needs to institute procedures to correct duplicate orders and provide training and tools which will enable their representatives to correct such problems. They also need to institute coordination and communication between their Internet service and call center service. Inexplicably, they apparently keep no record of customer calls. As a result of this unresolved issue I will not receive my Christmas order and Amerimark has lost a sale and a good customer. I had hoped the situation would be amicably resolved to everyone's satisfaction in time for Christmas, but I was mistaken.
1 Updates & Rebuttals
Mary
Celebration,Florida,
United States
Problem Resolved!
#2Author of original report
Wed, December 19, 2018
Amerimark/Anthony Richards lived up to their promise of excellent customer service. I posted a complaint about Amerimark/Anthony Richards duplicating my order and double billing me. I filed a negative review because I was frustrated by the inability of the representatives with whom I spoke to understand the problem. I am now pleased to report that Darlene, an Amerimark customer service specialist, understood what had happened and telephoned me to resolve the issue. She removed the duplicate order which had caused my account to exceed its credit limit thereby requiring a down-payment and removed the misapplied down payment requirement. She then expedited the shipping of my order in time for Christmas at no extra charge. She also emailed a $15 coupon to be used on my next order. Amerimark came through on their promise of excellent customer service. I couldn't be happier and look forward to shopping with them again. Sincerely, Mary Stovall-Wolfe
