HBC Online Order complaint

Sent this email of complaint after visiting the store on more than 3 seperate occasions, with all necessary paperwork in hand.

I placed the first ofder (stated # here) on November 23, 2007 as a Christmas gift. AS of today, February 12, 2008 I am still NOT in receipt of the items that I ordered. Our local store had finally called to say that the three items had arrived, but when I went in to pick them up, the staff were unable to locate the items. I have since gone back several times and no one has been able to determine what has happened to the items, or how I would be able to go about getting my money refunded, since I no longer even want the items in question. I cannot emphasize how extremely angry I am with this whole process. Ordering online was an attempt by me to make Christmas shopping EASIER, and now, months after Christmas I not only do NOT have the items ordered, I am still out the money that I paid on my credit card almost 3 months ago. If this was an outstanding debt on my part to HBC, I highly doubt that it would have been let go for 3 months, yet here I am paying, and paying interest for close to 3 months on something that I have NEVER received. Please tell me how the $35 that I paid for the items will be refunded to me, and when that will occur. Do not suggest that I return to the store, since they do not have the items, and are incapable of taking any action to remedy the situation. In fact, if I ever go back there again, it will be TOO SOON.

In addition, my sister in law, apparently unaware that ordering online is a HUGE and COSTLY mistake, ordered a gift for me, and had it delivered to my local store. She called me to inform me that the item had come in, and I should go in and pick it up. Imagine my surprise when they could NOT locate the item. Please let me know how I should go about getting the item that she ordered, and paid for, on December 20, 2007. Again, do not suggest that I return to the store, they are UNABLE to find the item, and have no idea what to do next. On several occasions they have assured me that they will look into the situation, yet there is never any follow up, and my visits to the store are unproductive as well, since the apparently untrained and unknowledgable staff have no idea how to proceed. This whole experience has been nothing but a nightmare, and I cannot state enough how furious I am about the waste of time, money and effort on my part.

Comment On This

I should read this and other reviews before I made my HUGE and COSTLY mistake with HBC.com. I have been waiting for 3 weeks for my order and one week for my email enquiry. Try to contact the store twice , once got on hold forever and once got no reply after I left my info with the customer service. Never had this type of poor customer service with any other online ordering company.

Comment On This

See below for the response from Dovel at HBC, top is my email back to HBC in response to their response...

Dovel,

Thank you for your quick reply. I was able to confirm that refund by calling VISA, but since I had not yet received that statement, I was obviously unaware at this point that my account had been credited. That refund was just made on Jan. 30, 2008 and still does not explain to me why the staff at the Zellers Sarnia location: a) were unable to find the merchandise on the several prior occasions that I did go in to try and pick it up, and b) were unable to even tell me that after a certain period the items would be returned and credited to my account. In fact, on the last two occasions that I went to the store to speak with staff, they informed me that the ONLY way to get a refund for the merchadise was to WAIT until it came in, and once I had it physically in my hands, to then return it. I can perhaps assume that the manager that I spoke with on my second to last visit actually took some action to have the missing items refunded, but since I NEVER heard anything back from her to indicate that, I had no idea. She did promise to contact me by phone the next day, but I received no phone call, no voice mail, no follow up at all. I am still extremely angry at the way this was handled. The staff seem to be very inadequately trained on how to deal with online orders, and really, with complaints in general. This has certainly changed my opinion of HBC and Zellers, and to be honest I will NEVER shop online again at HBC.com, and really can't imagine shopping at our local Zellers either.

In addition, you have mentioned nothing about the second portion of my enquiry (made by email 11/02/2008). I informed you that a second order (MY5810346) which had been placed by my sister in law, and was delivered to the Sarnia location for pick up. My sister in law was informed that it was ready for pick up, yet on the numerous occasions I have attempted to do so, they have been unable to locate the item in question. I certainly gave no impression that I wanted that returned, it was a gift from her, to myself and my husband that we have been waiting to use, and despite many attempts, have been unable to receive from the staff at the Sarnia location. I would still like to know how and when I will be able to successfully pick up that item. I really am still not pleased, either by the way in which this was handled, or really even by your response Dovel. I am very interested to know exactly how you plan to use my feedback in order to better serve me. I wonder what changes exactly will be made based on my feedback, and would be eager to hear about them. Please let me know what you have actually done with the feedback that I have provided to you. Who have you passed it along to, and how will the Sarnia location be made aware of the feedback that I have given? Thank you - Amy Hawkes

> Date: Wed, 13 Feb 2008 08:25:54 -0500

> To: jordanhawkes AT hotmail.com

> Subject: Re: Order Inquiries

> From: customer.service AT hbc.com

>

> Dear Amy HAwkes,

>

> Thank you for inquiring about your order # L5765J828. Your feedback

> helps us to better serve you.

>

> Please be advised that our records indicate your order for the

> 3-Brightlings Dancers- Bilingual was returned and your account credited.

>

> We ask you to accept our apologies for any inconvenience that this may

> have caused.

>

>

> If we can be of further assistance, please feel free to contact us again

> by email or by calling 1-866-746-7422.

>

>

>

>

> Regards,

>

> Dovel Okitondo

> Hbc.com

> customer.service AT hbc.com

>

> Be in the know!

> 10,000 Hbc Rewards points when you sign-up for the Hbc eNewsletter.

> Be the first to hear about our weekly specials and sale events. For

> details visit www.hbcemail.com.

>

>

>

>

>

>

> Original Message Excluded.

> -------------------------------------------------------------------------------------

> This message (including attachments, if any) is confidential, may

> be privileged and is intended for the above-named recipient(s)

> only. If you are not the intended recipient of this message please

> notify me by return email and delete this message from your system.

> Any unauthorized use or disclosure of this message is strictly

> prohibited.

>

> Ce message (ainsi que les pièces jointes, le cas échéant) est

> confidentiel, peut être protégé et est émis à l'intention exclusive

> du ou des destinataires susnommés. Si vous n'êtes pas le

> destinataire de ce message, veuillez m'en avertir en me retournant

> le courriel et l'effacer de votre ordinateur. Toute utilisation non

> autorisée ou divulgation du contenu de ce message est strictement

> interdite.

Comment On This

Dovel,

Thank you for your quick reply. I was able to confirm that refund by calling VISA, but since I had not yet received that statement, I was obviously unaware at this point that my account had been credited. That refund was just made on Jan. 30, 2008 and still does not explain to me why the staff at the Zellers Sarnia location: a) were unable to find the merchandise on the several prior occasions that I did go in to try and pick it up, and b) were unable to even tell me that after a certain period the items would be returned and credited to my account. In fact, on the last two occasions that I went to the store to speak with staff, they informed me that the ONLY way to get a refund for the merchadise was to WAIT until it came in, and once I had it physically in my hands, to then return it. I can perhaps assume that the manager that I spoke with on my second to last visit actually took some action to have the missing items refunded, but since I NEVER heard anything back from her to indicate that, I had no idea. She did promise to contact me by phone the next day, but I received no phone call, no voice mail, no follow up at all. I am still extremely angry at the way this was handled. The staff seem to be very inadequately trained on how to deal with online orders, and really, with complaints in general. This has certainly changed my opinion of HBC and Zellers, and to be honest I will NEVER shop online again at HBC.com, and really can't imagine shopping at our local Zellers either.

In addition, you have mentioned nothing about the second portion of my enquiry (made by email 11/02/2008). I informed you that a second order (MY5810346) which had been placed by my sister in law, and was delivered to the Sarnia location for pick up. My sister in law was informed that it was ready for pick up, yet on the numerous occasions I have attempted to do so, they have been unable to locate the item in question. I certainly gave no impression that I wanted that returned, it was a gift from her, to myself and my husband that we have been waiting to use, and despite many attempts, have been unable to receive from the staff at the Sarnia location. I would still like to know how and when I will be able to successfully pick up that item. I really am still not pleased, either by the way in which this was handled, or really even by your response Dovel. I am very interested to know exactly how you plan to use my feedback in order to better serve me. I wonder what changes exactly will be made based on my feedback, and would be eager to hear about them. Please let me know what you have actually done with the feedback that I have provided to you. Who have you passed it along to, and how will the Sarnia location be made aware of the feedback that I have given? Thank you - Amy Hawkes

> Date: Wed, 13 Feb 2008 08:25:54 -0500

> To: jordanhawkes AT hotmail.com

> Subject: Re: Order Inquiries

> From: customer.service AT hbc.com

>

> Dear Amy HAwkes,

>

> Thank you for inquiring about your order # L5765J828. Your feedback

> helps us to better serve you.

>

> Please be advised that our records indicate your order for the

> 3-Brightlings Dancers- Bilingual was returned and your account credited.

>

> We ask you to accept our apologies for any inconvenience that this may

> have caused.

>

>

> If we can be of further assistance, please feel free to contact us again

> by email or by calling 1-866-746-7422.

>

>

>

>

> Regards,

>

> Dovel Okitondo

> Hbc.com

> customer.service AT hbc.com

>

> Be in the know!

> 10,000 Hbc Rewards points when you sign-up for the Hbc eNewsletter.

> Be the first to hear about our weekly specials and sale events. For

> details visit www.hbcemail.com.

>

>

>

>

>

>

> Original Message Excluded.

> -------------------------------------------------------------------------------------

> This message (including attachments, if any) is confidential, may

> be privileged and is intended for the above-named recipient(s)

> only. If you are not the intended recipient of this message please

> notify me by return email and delete this message from your system.

> Any unauthorized use or disclosure of this message is strictly

> prohibited.

>

> Ce message (ainsi que les pièces jointes, le cas échéant) est

> confidentiel, peut être protégé et est émis à l'intention exclusive

> du ou des destinataires susnommés. Si vous n'êtes pas le

> destinataire de ce message, veuillez m'en avertir en me retournant

> le courriel et l'effacer de votre ordinateur. Toute utilisation non

> autorisée ou divulgation du contenu de ce message est strictement

> interdite.