1/5

posted Jun-05-2012

I will NEVER order from Zappos again. Last fall, I tried to place an order with Bill Me Later. Their system failed. The ENTIRE customer service team (REALLY???) was at a team-building retreat and so there was no one to help place an order. How ridiculous.

And isn't processing an online order fundamental to their business? Why on earth should I need assistance????

I should be able to place my order quickly and get on with the rest of my day. I shouldn't have to waste my time telling them what's wrong with their process--so that I can pay their salary.

After a terse note to customer service, I was given a $25 credit but no resolution to the ordering problem.

I tried to order a pair of sandals yesterday and had the same issue. Their 'customer service' online chat person told me that the issue was with BML and that I should solve their problem by contacting BML. Not likely.

I went over to Zappos' 6PM site and it managed to process the order with BML. So, not my problem as Zappos conveniently decided.

An email to customer service resulted in the same ridiculous recommendation: I should spend my time solving their problem.

In the end, I did not place the order through 6PM. I am soured to Zappos completely--and that includes their badly-reviewed sister company. They do not respect me or my time. In fact, they waste my time providing feedback to their problems that they push back to me.

So, I am happy to pay a premium to any company who can do something as fundamental as process my order. Why is that so difficult?

I am sure I sound irritated. I am. I hate badly managed businesses. Any online company that cannot process an online order in 2012 should rightly be out of business. And their issues should definitely not be made into my problem. Businesses run like this lose customers--they have surely lost me.

I am doing what is appropriate: taking my business elsewhere.

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