Couch Set / Customer Online Service

Samsclub.com

I ordered a couch at samsclub.com on March 31, 2007. I never received any email from them about my purchase and it said it was a low stock item. So I decided to email them to find out was going on with my order and if they had my item. They emailed me back in a couple of days requesting my order number which I emailed instantly back to them. A woman named April O emails back and tells me that my order has been filled and it will be shipped within a few business days (on April 9, 2007). April 18, 2007 I decide to call customer service and find out why my account has not changed and what is going on with my order. The customer service rep tells me that my order has not been filled and does not have any information of when it will be filled or shipped. I then have to file a Resolution Ticket which I'm instructed that should take at least 24 hrs for them to respond. I call them back on April 20th, 2007 because I have not heard anything back from them yet. And this time they said my order has been filled and are now waiting for the shipping department. I then proceed to question them about why I have not received a phone call and they claim they do not know my order number. At the time of purchasing I expected it to take 3-4 weeks to receive my order because it is stated on the website. But as I continued to complain to the customer service department they advised me that the reason it took them to process the couch was that it had to be custom made if that is the case it should be reflected on the website. Also they advised me at this point that they have been having problems resolving my shipping and billing address being different and never tried to contact me to resolve this issue. After being put on hold several times trying to get a resolution from them. Their supervisors hangs up on me. I proceeded to call back but am directed to another call center and have to restate my situation. From what the supervisors says there is nothing that they can do. Which seems very unrealistic to me and that they just do not want to do more their job entitles.

This experience has been very unprofessional and inconvenient. All the communication on the website, and with customer service has been inadequate and confusing. The process of purchasing an item on their website has definitely been more of a hassle and no way close to the convenience as expected. After speaking to my friends they have witnessed the same lack of service. As a company I think Samsclub.com seriously needs to improve their process otherwise they will lose many Sam's Club members.

Elaine