Office Depot Fail
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So, of course, I didn’t receive a phone call back on Friday after speaking with Kim at National Accounts who said she’d, “Get to the bottom of my problem.” Mind you, I did specifically ask her to call back whether or not she made any progress and she agreed to do so.
I called Office Depot this morning to learn that a credit had been issued to my account and that I’d have to re-order the item. I responded, “Why the hell would I do that since you don’t seem to be able to deliver the product to me?” About two minutes after getting off the phone, I got a call from probably a dispatcher at Office Depot who was surprised that my order was “canceled”, she was calling to arrange for a delivery. She was also surprised that a credit had been issued. She said that yes two delivery attempts had been made and that usually throws something akin to an exception.
Hrm. Well, I think three delivery attempts were made, and the customer service person at the national accounts phone number that I called should have been able to see that. You see, they’re using computers, computers are good at transmitting information. Office Depot staff are bad at interpreting information.
To be completely fair, Office Depot clearly has some problems integrating their website, regular customer service staff, national accounts staff and so on. And they clearly have communication issues. But probably the real culprit here is probably the third-party delivery service it sounds like are the Office Depot hired to delivery the product to me delivery drivers. The drivers appear to be lying to Office Depot (based on the notes that Office Depot has read/paraphrased over the phone). I’ve never received a phone call from a driver, and certainly no driver left a message. Hello. Not Rocket Science. Having problems? Contact the customer. Customer not there? Leave a message. Or call dispatch and have them follow up. Don’t lie. Sheesh.
So the operative question is, why would I order from Office Depot again, even if I get a discount? Good question. I’m sorely tempted to order a single pen and have them go through this rigamarole till they get it right.[/fusion_builder_column][/fusion_builder_row][/fusion_builder_container]