Do you find this acceptable? (NPR)

PinkPiano

So I recently ordered a product online and after receiving it have found that one of the items included is not correct.  The website suggests sending an email so I did so on Monday.  No response comes so today I call.  I'm directed to a specific dept. and get a voicemail.  I think it's odd so I hang up and call back the direct number for that dept and get the original dept.  Well after lots of holding I find out that dept. is closed for the entire week for the holiday.  I looked on their site and it does say the retail store is closed the whole week for the holiday.  They told me no one else could help me and I had to wait until the 12th.  The other dept. didn't even seem to initially know about being closed for the holiday.

So, now I'm stuck with a product that is not fully functional and have to wait another week to even talk to anyone.  Is this not bad business?  I respect religious holidays but it seems sort of unprofessional to close an entire dept. for a week and not having a single person directing customer concerns.

I don't want to say the name of the store but from their website, it seems like a pretty large operation, not a tiny family biz. 

Dh said I should call and talk to a manager and he's not usually one to get upset by these sorts of things.  I don't want to raise a stink but I'm also upset that no one can help me.

WWYD?

msufan78

Not trying to be stupid but what Holiday? My son is out of school Monday for Columbus Day. Is that what they are closed the whole week for??

PinkPiano

No, it's a Jewish holiday.  Succoth Holiday according to their website.

joseysbride

I have a pretty good guess as to what company you're talking about.  Anyway...I do think that for a company with such a large online business, they should have some kind of plan in place to handle things like this.  If there are people answering your calls, then those people should be able to help you, imo.

kittycarr

Not at all acceptable.

joseysbride

Does your invoice have any info about sending back incorrect items?  Maybe you could just send it back using the form.

PinkPiano

joseysbride:

Does your invoice have any info about sending back incorrect items?  Maybe you could just send it back using the form.

I don't even think I got an invoice.  I should double check.  I thought about sending the wrong part back just to get the ball rolling but I don't really want to pay shipping since it's their error.  Also, I want to know for SURE they are sending the new (correct) part.

Anyhow, I'm glad I'm not alone in thinking this is really unprofessional.  I would potentially do more business with this company but this is leaving a bad taste in my mouth right off.