Complaint Category: None of the Above - Service Complaint Issue
Complaint: Order listed as "not found" on website, I'm being charged despite attempts to cancel
I placed an order for a custom jersey for my dad's birthday on the evening of July 31st, 2013 (according to the email I received re: the order and the phone call with the Shop, it went through at almost 1am on August 1st). The site stated no changes could be made to the order once it had been processed, and that I would receive confirmation and be able to view my order on the website. When I received an email confirmation of my order I went back to the site to confirm it had gone through and ensure I'd be able to track the order progress. I entered the order number and received a message that the order "was not found." I tried entering the number every way I could: with the "IO" and without, with a space between the "IO" and the order number, while logged in to my account and while logged out, and every time it said the order was not found. I attempted to call the site and the office was closed. I attempted to do a Live Chat and no agents were online. I sent several email messages, all indicating that I could not confirm my order or even see that it had gone through, and needed verification. I finally checked my financial institution, which listed the sale transaction as "Pending" (which to me meant the order had not yet been processed and my funds were not yet charged). This morning (August 5, a full 4 days after the order was placed) I received a call from the Cowboys Shop indicating the order *had* gone through and had been started "as soon as it went through" (which, according to the representative I spoke to, would have been around 6am on August 1st). I explained what had happened and, after first having it suggested that I must have entered the number wrong, was told there was nothing they could do, since they had "started creating the jersey" I could not cancel and would be charged. I explained that I had no way of knowing they had started the order because, according to their site, there *was* no order. After complaining to two people (a customer service rep, and her manager) I was told that not only could I not cancel the order (that apparently hasn't even been finished yet) but even if it was refused at delivery I could not receive a refund.
I understand that the customer service rep and supervisor/manager could only tell me what they had been told; however, this to me is just bad business and a poor handling of a situation that was totally out of my hands. With no way to confirm the order, contact their business, or otherwise have any way of even knowing the order had gone through, I'm not stuck with a purchase that I expressed dissatisfaction with. While I have *no* complaint against the two women I dealt with (I want to emphasize that *their* handling of the situation was professional and as courteous as possible for having to deliver such bad news), I *do* have a major complaint against the business practice of the Dallas Cowboys Shop. If I as a consumer make every good faith effort to contact them, confirm my order, etc., I should expect the same in return. That I was unable to contact anyone for four days, and only *after* my order was beyond the point of no return did someone contact me, is unacceptable. Further, while the website indicates it can take "10 days for the order to process" I was told that apparently the order had not only been processed but had started to be manufactured bright and early the same day, according to the company's timeline, I had placed the order? I find this hard to believe, and, further, consider it deceptive service that only they can confirm anything about this order. I should have had the opportunity to speak with someone or have my multiple messages heard before the order was processed. I'm now going to be charged +$150 for an order I had no way of confirming before hand (and despite the fact that the order hasn't shipped or been finished, and my account hasn't been charged, they're going to finish it anyway and charge me anyway).
Business' Initial Response
The order placed was XXXXXXX. We did recieve an email on 8/5 and an agent did call the customer to let her know that the order was placed but due to her coming in as a guest user our system does not allow access back into the order history for privacy purposes. When customer checked out that was the option that was chosen. As for the item ordered we have authorized the order but do not cahrge until the order has shipped. The item ordered was for a customized/personlized jersey. We do have a disclaimer when ordering this item written in red lettering:Please make sure that the NAME - NUMBER - SIZE - COLOR is correct before the order is submitted. ABSOLUTELY NO changes can be made to the order after it is submitted.
Note: Production time for a custom jersey can take up to 10 days to produce not including holidays or weekends. Any rush or overnight shipping requests will be assigned to the order once your jersey is produced.
The agent who was assigned the email called and spoke to the customer that no changes could be made and that the order was being processed. The customer wanted the order cancelled and the agent let the customer know that we are not able to stop the request as the order was placed on 8/1 and the item was already assigned to a job with our printing company. Customer asked to speak to a supervisor and which at the time was told the same thing customer did tell them that she would file a grieveance but appreciated her trying to assist.
We do apologize but the order is not able to be cancelled but can offer the customer a 15% discount on the item. Also the order is scheduled to be shipped out of our facility by/before the end of the week.
Business' Final Response
I do apologize I didn't include we have reserached or email history and the 1st time we recieved an email from the customer was on 8/5/13 at 4:07AM. We also checked our voicemail history and there was not message left in our voicemail box. The other last thing we checked was with our 3rd party provider that takes our calls during the hours of 5:30PM to 8AM the next day and they have no history of calls being made to them. Our live chat is only vailable during the hours of 8AM -5:30PM CST when we have our core team available.
I would like someone from the Dallas Cowboys Shop to get in touch with me; the resolution for this issue was that they offered me a 15% discount on the item. While the item has been received by the gift recipient, I have heard nothing about this discount having been applied, and when I check the balance on the account used to make the purchase it still shows $155.98, which was the full purchase price for the item; therefore, no discount has yet been applied.
Also in response to the information on the research done regarding my complaint: there was no option to leave a voice mail--when the automated system answered, it indicated that the office was closed, prompted me to call back during business hours, then disconnected my call. Regarding the research for the "other calls" the DC representative mentioned, in my initial complaint I indicated one call and several emails: I sent an email message via the Live Chat prompt when it told me nobody was available, an email via the Better Business Bureau, and an email from my personal email address.
Again, I would like someone from the Dallas Cowboys Pro Shop to contact me regarding the 15% discount promised as resolution for this issue.
Complaint Resolution: Company agreed to arbitration in accordance with their BBB agreement, but the consumer declined.