If You Stand For Nothing, [Store], What Will You Fall For?

, , , , , | Working | November 5, 2020

This happens in 2018, not during the health crisis when shipping times are delayed.

I have been looking for some polo shirts in two particular colours for some time. I decide to order them online through a well-known retailer as they are not carried in their store. I place the order and receive an email stating they will be delivered by mid-April. By the beginning of June, I am concerned because they have not come but my credit card has been charged.

I check the email to see if there is any information about the delivery company but there is none, so I email the shipper, who turns out not to be the large retailer as I expected but a small, unknown company. After two weeks of no response and multiple emails, I finally decide to contact the helpline for the large retailer. I explain the situation.

Agent: “Sorry to hear that, ma’am, but there is nothing we can do as that shipper is not our company. We cannot access their information.”

Me: “But I bought the products from your website. Do you not stand by items purchased from your website?”

Agent: “Sorry, ma’am, but you will need to contact the shipper.”

Me: “As I’ve said, I have contacted the shipper by email but have had no response. Do you have a phone number for them?”

Agent: “All their contact information is provided on the email.”

Me: “There is no phone number, just an email address, and they do not respond.”

Agent: “Sorry, ma’am, there is nothing we can do. You need to contact the shipper.”

Me: “So, you’re telling me that [Store] does not stand by products sold on their website? I gave you money, but there is nothing you can do to make sure I actually receive the product I paid for?”

Agent: “Sorry, ma’am, there is nothing we can do.”

In the end, I never did receive the shirts and ended up contacting my credit card company to have the charges reversed, which they thankfully did. And that’s how I learned never to buy online through a large, well-known retailer.

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