1/5
posted Apr-09-2012
Im waiting for my order number 13005260 since the 1st April... Just spoke with credit department supervisor on the phone today and still waiting for an answer by Email.
This is how the story goes: I'm using a credit card from outside of US, so when I placed the order nothing happened. The next day I receive an Email from the credit department asking me to send them a photocopy of my credit card and passport.
Although this is something I never did in the past (and will never do again) I sent the docs to the company. The next day I receive an Email saying I have to call the company. I sent them an Email explaining that Im on Holidays abroad and cannot call them, so if they could let me know by Email what else do they need. No response...1 day...2 days, I decide to spend a few dollars and call the credit department. Ramone from Credit Department answers the call.
They tell me that everything is OK, they just need a phone number of the person who will receive the package to confirm the address, since the phone number provided does not work. I asked why couldn't they tell me that by Email. The answer was that they don't like to ask for personal information on Email!! HAHA so they can ask for my credit card and passport but not a phone number??
Anyway, Ramone said that with that phone number they would call really fast and ship the package the same day( Friday). I said ok and send them an Email with a direct Cell phone. This was on Friday. Until monday no response. Late Monday, no response, no Email, nothing.
So I go and spend a few more dollars and call again to the Credit Department. Some really fast and unpleasant lady answers the phone and says that everything is ok and they will call the cell phone I provided and if it works they ship the computer. I asked WHEN would they do that and she says: "I don't know but we will let you know when we do that". I answered that I'm waiting since the 1st of April, there's no indication on the website about all this issues when I pressed the "confirm" button to place my order, and that the package should have arrived on the 4th of April and today is the 9th. She says she cannot do anything. A ask to speak with the Supervisor. The Supervisor of the Credit Department comes to the phone and says that they will call and ship the package. I kindly asked her to send me an Email either they manage to call and ship the package or not, so I can do something about it. She confirms that she will send an Email saying in they were successive in calling or not and how are things.
I wait...Wait...the working day ends. No Email. On the Site, the same information: not shipped.
What a bad client service!! Going to fill a Daco complaint this instant and advise everyone I know never to buy anything there again.
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![Share](javascript:share_rating({"review_body":"Im waiting for my order number 13005260 since the 1st April... Just spoke with credit department supervisor on the phone today and still waiting for an answer by Email.<br><br>This is how the story goes: I\u0027m using a credit card from outside of US, so when I placed the order nothing happened. The next day I receive an Email from the credit department asking me to send them a photocopy of my credit card and passport.<br><br>Although this is something I never did in the past (and will never do again) I sent the docs to the company. The next day I receive an Email saying I have to call the company. I sent them an Email explaining that Im on Holidays abroad and cannot call them, so if they could let me know by Email what else do they need. No response...1 day...2 days, I decide to spend a few dollars and call the credit department. Ramone from Credit Department answers the call.<br><br>They tell me that everything is OK, they just need a phone number of the person who will receive the package to confirm the address, since the phone number provided does not work. I asked why couldn\u0027t they tell me that by Email. The answer was that they don\u0027t like to ask for personal information on Email!! HAHA so they can ask for my credit card and passport but not a phone number??<br><br>Anyway, Ramone said that with that phone number they would call really fast and ship the package the same day( Friday). I said ok and send them an Email with a direct Cell phone. This was on Friday. Until monday no response. Late Monday, no response, no Email, nothing. <br><br>So I go and spend a few more dollars and call again to the Credit Department. Some really fast and unpleasant lady answers the phone and says that everything is ok and they will call the cell phone I provided and if it works they ship the computer. I asked WHEN would they do that and she says: \u0022I don\u0027t know but we will let you know when we do that\u0022. I answered that I\u0027m waiting since the 1st of April, there\u0027s no indication on the website about all this issues when I pressed the \u0022confirm\u0022 button to place my order, and that the package should have arrived on the 4th of April and today is the 9th. She says she cannot do anything. A ask to speak with the Supervisor. The Supervisor of the Credit Department comes to the phone and says that they will call and ship the package. I kindly asked her to send me an Email either they manage to call and ship the package or not, so I can do something about it. She confirms that she will send an Email saying in they were successive in calling or not and how are things.<br><br>I wait...Wait...the working day ends. No Email. On the Site, the same information: not shipped.<br><br>What a bad client service!! Going to fill a Daco complaint this instant and advise everyone I know never to buy anything there again.","link":"http:\/\/www.resellerratings.com\/store\/J_R_Computers\/review\/1436517#comment1436517","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/J_R_Computers.jpg","store_name":"J&R Music and Computer World","username":"LuisMiguelSilva","rating":"1"}, "single");){kind=link}
“We have been in touch with this customer and apologized for the way this transaction was handled. Clearly, there were some wrinkles associated with this, shipping outside the States for example, but nothing that we cannot handle. We are refunding his express shipping charges because it took a lot longer than it should have.
Our Credit Approval Process is designed to quickly and efficiently process our customer's orders in a safe and secure manner. We are looking into why that did not happen here and will use the lessons we learn to prevent anything like this from happening in the future.
This is why we are so grateful for feedback even if it is negative. While we like our 95% rating, we need to hear from the 5% so we can fix what needs fixing.
Jim at J&R
jtq@jr.com
1(800)426-6027 ext 1202”