I also had difficulty with this new company. They had software
problems inhouse, promised a callback when it was repaired with my
order status, decided to cancel my order without my knowledge, refused
to expedite or call personnel who could expedite a new order, then
hung up on me. I have filed a complaint with the Better Business
Bureau. It is attached below for your amusement.
Don't use them. They are unreliable.
_____
BBB report:
Filed against :
Montgomery Ward online catalog company
PO Box 2789
Cedar Rapids IA 52406
Complaint Description:
An order for an heirloom Cherry Magazine Cabinet Table was placed on
3/2/2006 via the internet ordering process. I received confirmation of
the order via email that day. I called approximately 3/13/06 asking
for status as the internet was not recognizing the order. The person
in customer service stated that they were having a software problem
which had numerous orders being mis-represented as wanting credit
verus payment by credit card. At her request, I gave her both my home
and mobile numbers to call when the issue was resolved (her directive
that a call would be received at that time). I also asked to have
placed in the notes that I desired expedited shipping for the delay. I
heard nothing. I called again today, 3/21/2006. Customer service told
me that my order had been cancelled. I could place another order with
the standard shipping of another two to three weeks. I asked to speak
with a supervisor as she did not have the authority to take the
process to a speedier close. She initially stated that all supervisors
were busy and would I like a callback. No. They had already earned a
reputation of not contacting customers. I was placed on hold until a
supervisor named Mark came on-line. I asked what Wards would do to
expedite the shipment. "They have no formal expedite process." He said
that he could contact the warehouse to see if anything could be done.
I said, "fine. I'll hold." He backtracked and said that it is a
two-day turnaround for responses from the warehouse. This was to see
if "anything could be done." Unacceptable. I asked him to conference
the warehouse together so that we could determine if replacing the
order was even feasible. He said he "couldn't". I asked him for his
manager. He gave me a name of Susan. He offered her email address.
Since, again, they don't return messages, I asked to have her
conferenced onto the call. He said he "couldn't". When pressed, I
asked "couldn't or wouldn't". He admitted to wouldn't. He asked if
there was anything he could do...I said contact the warehouse or his
boss. He said, "thanks for shopping with Montgomery Ward" and hung up
on me. The point is...I tried to shop with them...they don't want to
assist customers. They ask to make callbacks....then don't. They
refuse to take suggestions from customers to help rectify the
situation and their reputation. I would have been satisfied with a
guarantee from the warehouse that the order would be processed and
sent at the top of the list versus the bottom to make the delay
tolerable. I could not get that confirmation. Mark appeared to be
almost frightened to contact his manager. This is a serious internal
issue beyond this incident. Please let others know that THIS IS A
DIFFERENT COMPANY. It is not affiliated with the Montgomery Ward store
that went bankrupt.
Your Desired Resolution:
An apology |
