Unfiltered Story #57057

(I have been tasked with researching and ordering new nameplate holders for all the cubicles and desks in our entire office. After comparing prices, colors, materials, and quality, I place an order for about 60 nameplates, and a set of adhesive for them, from what seems like a pretty reputable company. A few days later, a package arrives, containing about 20 nameplates, no adhesive, and a packing slip that makes no mention of the missing pieces of my order. Wondering if maybe my order just got mixed up with someone else’s, I call their customer service line.)

Me: Hi, I placed an order for 60 nameplates and adhesive, but a box arrived today that only contained 20 nameplates and no adhesive.

Rep 1: Oh no, I’m so sorry to hear that. I will look up your order and find out what’s going on, and have a representative get in contact with you right away.

Me: Great, thanks!

(The next day I receive an email from the Customer Service Manager)

Manager: Hi [my name], your nameplate adhesive was shipped separately from the rest of your order, and should arrive within a few days. Sorry for any inconvenience!

Me: (in a reply email) Hi [manager], thank you for the update, but will this shipment include the 40 nameplates I am also missing from my order?

(Several days go by and I get no response. I decide to try calling customer service again.)

Me: Hi, I called a few days ago to ask about a bunch of nameplates that were missing from my order, and have still not received a response about where they might be.

Rep 2: Okay, I’m looking at your order now… Oh, it says this was already handled by [manager]. She sent a response a few days go about your missing adhesive. Did you not get that email?

Me: Yes, I did, but that’s not what my concern is. I ordered 60 nameplates and only received 20, so I would like to know where the rest of them are.

Rep 2: Oh, I’m so sorry about that! I will talk to [manager] and find out what’s going on.

(The next day I get another email from the manager.)

Manager: Hi [my name], your nameplates already shipped under [tracking number] and show they were delivered and signed for on [date]. Your adhesive has shipped under [tracking number] and will be delivered on Friday.

Me: (seeing that the problem was miscommunicated a second time, and starting to get impatient) As I explained on the phone with customer service twice now, the delivery was missing two thirds of my order. I should have received 60 nameplates and only received 20. The packing slip in the box also only listed 20, but I was definitely charged for 60. I understand that the adhesive shipped separately, and that is fine. My concern is, and always has been, the 40 missing nameplates. What do I need to do to get this addressed?

(A few more days go by, and I finally get a response with several apologies. Apparently the warehouse ran out of what I ordered, and instead of notifying me or customer service, they just sent the 20 they had in stock. I did finally receive the nameplates once they were back in stock, and they look great, but at the cost of plenty of unanticipated waiting and headaches!)