Bad Shopping Experience at JR.com

Fabbrication

Monday, March 12. 2007

Bad Shopping Experience at JR.com

I recently ordered the hard-to-find Wii Play video game online at JR.com. They were one of few stores that had the item in stock. Their price was good, especially with a ten dollar discount for signing up for Google Checkout.

Unfortunately, I never received the item I paid for.

It all started with the item shipment notice I received by email:

Date: Mon, 19 Feb 2007 22:50:04 -0800 (PST)
To: xxxx-bixx77970tih6@checkout.l.google.com
From: "JR.com Customer Service"
Subject: Item Shipped Notice
Dear YOUR NAME,

We are pleased to tell you that the following items of
yours have been shipped:

Order # SKU Product Name Quantity Shipped Shipping Method
Tracking Number
----------------------------------------------------------------------------------------------------------------------------
554772499577151 NIN WI-RVLRRHAE Wii Play with Wii Remote (
Nintendo Wii ) 1 First Class Mail (no tracking available)

The first thing that caught my eye was the fact that they say it shipped First Class Mail, and that no tracking was available. I don't know of any retailers who ship $50 software without a tracking number. I gave them the benefit of the doubt and waited about three weeks. I received nothing. I then emailed them asking for status:

From: Your Name
Received: 3/6/2007 10:07:07 PM Eastern Standard Time (GMT - 5:00 )
To: custserv@jr.com
Subject: Where is my order # 554772499577151

Hi,

I've been waiting over two weeks since my order shipped.
First class mail is supposed to take about three days
(according to usps.gov).

Any ideas what happened?

Me

Their response was to wait for a month (which is when their return policy expires):

Dear Mr. Lastname,

Thank you for your letter.
We're sorry to hear about the problem. Your order shipped on 02/19, via the
USPS. Deliveries generally take 4-14 days, but are not guaranteed. The Post Office
will not process a trace/claim until 30 days after shipping.
Please contact J&R again if the package isn't received by 03/19, so that we can
start the claim procedure.
Hopefully it will arrive before then.
We're sorry for the inconvenience and thank you for shopping with us at J&R.

If we may be of further assistance, please call us at (800)426-6027 or
(718)340-0397; Monday through Friday from 9AM to 6PM Eastern, Saturday 9AM to 5PM.

Thank you.

Chuck
Customer Service Web Team

J&R wants to hear from you! Please let us know how we're doing by filling out
the following survey:
http://www.jr.com/nextag

Today (March 12th), I logged into Google Checkout, and sent JR.com another message, requesting cancellation of the order and an immediate refund. I told them they have 48 hours to credit me, or I'll take further action.

This is a waste of my time. I hope by publishing this, I can save someone else the hassle of dealing with JR.com.

Other people are reporting problems with JR.com as well. One of the reviews even mentions a particular problem ordering Wii Play. Strange.

Posted by admin in Aaron's Journal at 23:02 | Comments (0) | Trackbacks (0)

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