Thursday, June 14, 2012

NoMoreRack Customer Service

READ BELOW FOR A CANDID LOOK AT HOW NOMORERACK DOES CUSTOMER SERVICE.

Re: Order #****955 Shipped

Hello, it has been 6 days & fedex has not recieved this package, only the 
package info. We are on vacation next week so must recieve it before then, 
we ordered this 3 weeks ago- a month before our vacation- assuming that 
would be plenty if time (we have done multiple orders from you in the 
padt). We are now worried this is going to be returned because we will be 
out of town and cannot sign for it, nor do we want this left on our front 
porch.
On Jun 5, 2012 2:08 PM, <info@nomorerack.com
> wrote: 

> Your nomorerack Deals online 
> Don’t miss out on any upcoming deals - add info@nomorerack.com
 to your 
email's address book! Here's how. 

> Order shipped! 

> Dear ******, 

> Thank you for shopping with nomorerack! 

> Order number ****955 has been shipped and is on its way to you! 

> Your Tracking ID is *****. You can view the status of your 
shipment at: 

*tracking url*
 


> Please note, it may take 24-48 hours before your tracking information is 
available online. 

> At nomorerack™, it's our goal to deliver too good to be true deals, an 
amazing customer experience and to get you your order as fast as possible! 
Given this promise and even though most of our orders arrive much more 
quickly, we do ask customers to please allow up to 2-3 weeks for delivery 
to be safe. 


> Details 
> Quantity 
> Sony 3D Blu Ray Player with WiFi 
> Style: 3d Blu Ray Player 
> You Save: $219.99 (73%) 
> Tracking ID: *****

> To ensure that our newsletters land in your inbox, please add 
info@nomorerack.com
 to your address book. 

> For questions and comments, please reply to info@nomorerack.com

> To contact customer service, please email customerservice@nomorerack.com

> This email was sent by nomorerack Retail Group, Head Office at #154
 - 
1917 West 4th avenue Vancouver, BC V6J 1M7. 
> We respect your privacy and do not sell your personal information. For 
more information please review our Privacy Policy.

Calyn ****** Jun 11 10:03
This request has been deemed solved Jun 13
* Andrew was assigned to your request.Comments_________________________________________*

Andrew
  *
Hello Calyn,
Thank you for reaching out to Nomorerack. Always here to help.
Delivery times vary for each item. Some of our items ship from our global warehouse, which can take longer to arrive at your door. Other items we carry in stock at our local warehouse and are quicker to arrive. To be safe, we tell our customers to expect up to 2-4 weeks for an order to be delivered.
If you haven't received your product within 30 days of purchasing your item, please contact our Customer Service team and we will be glad to resolve this situation for you.
If there is anything further I can do to assist you please let me know. At Nomorerack, customer satisfaction is our main goal.
Regards,
* Andrew with Customer Care 
Nomorerack - 8 Daily Deals!June 11, 2012 10:05._________________________________________

Calyn ******
  *
So what should we do if it arrives while we're out of town and is returned 
to nomorerack because we cannot recieve it or pick it up? We will be here 
until sunday- we will not be available to receive, sign or pick it up after
that for a week. If it is delivered later in the week we can pick it up the 
monday after we return, if its earlier in the time period there's a real 
chance it will be returned to no more rack as failed delivery and no 
communication to the slip left. Fedex says it will take 4 days to get here 
(original info received was june 4th, original delivery date was june 8th)
so if fedex receives the package after tomorrow it will arrive next monday 
or later assuming no deliveries on sunday and so during our vacation.
>June 11, 2012 10:20._________________________________________

Calyn *****
  *
I'm sorry to be a pain but this is potentially a serious problem with us 
recieving our order, we are reoccuring customers if yours and have told 
many people about you. Is there any way you can make sure the package gets 
to and processed by fedex today or not until after next wednesday. I have 
inquired with fedex, they have only received the information generated by 
the label on June 4th- not the package. 
On Jun 11, 2012 10:20 AM, "Calyn ****" <calynl@*****
> wrote:
> So what should we do if it arrives while we're out of town and is returned 
> to nomorerack because we cannot recieve it or pick it up? We will be here 
> until sunday- we will not be available to receive, sign or pick it up after 
> that for a week. If it is delivered later in the week we can pick it up the 
> monday after we return, if its earlier in the time period there's a real 
> chance it will be returned to no more rack as failed delivery and no 
> communication to the slip left. Fedex says it will take 4 days to get here 
> (original info received was june 4th, original delivery date was june 8th) 
> so if fedex receives the package after tomorrow it will arrive next monday 
> or later assuming no deliveries on sunday and so during our vacation. 

> On Jun 11, 2012 10:05 AM, "* Andrew" < 
> notifications-support@nomorerackcom.zendesk.com
> wrote: 
> > 
> >June 12, 2012 09:26._________________________________________*

Andrew
  *
Hello Calyn,
Thank you for writing in. Always here to help.
As stated per policy, after the purchase of the items, we give a 2-3 weeks time frame for the orders to arrive. The reason for this is for the exact and safe delivery of the items. However, if your order arrives on the time that you are still on vacation, it would depend on the courier, it could either be left at your doorstep, or it may be brought back to the post office, or it may be returned to us and we may not ship it back anymore and instead will be given your credit back.
If there is anything further I can do to assist you please let me know. At Nomorerack, customer satisfaction is our main goal.
Regards,
* Andrew with Customer Care 
Nomorerack - 8 Daily Deals!June 12, 2012 10:45._________________________________________

Calyn *****
  *
It's already past the 2-3 weeks, it's been 3+ weeks since the purchase 
already(morning of May 20th). The package was suppose to be shipped over a 
week ago but fedex never received it.
The date the shipping label was generated was June 4th however fedex has 
not been given the package yet by you. I received an email from you saying 
it was shipped on the 4th of June. Original delivery date generated was
June 8th. According to fedex this is not the case that only the label was 
generated and they have not been given the package that you must still have 
the package
You selected signature required on the package so it would not be left on 
the porch. This package is not available to be held at a fedex location. 
Fedex cannot help me at this time because they only have the lable info, 
not the package.
What can we do in this situation?
Can you locate the package (it seems to be missing or mixed up if it was 
suppose to be shipped more then a week ago but wasn't)?
Did it get left somewhere to the side at your warehouse?
If it is still at your warehouse can you just wait to send it until next 
wednesday or make sure it gets to fedex and gets processed today?
Please get back to me today. Thank you for your time. 
On Jun 11, 2012 10:05 AM, "* Andrew" < 
notifications-support@nomorerackcom.zendesk.com
> wrote:June 12, 2012 11:41._________________________________________

Calyn *****
  *
We did not anticipate this issue with our vacation because the vacation is more then the 2-3 weeks past the purchase date your policy says items could take up to be delivered.
The package was posted as shipped more then a week ago but has not been recieved by the carrier- is it lost or misplaced?
I have contacted fedex but as they do not have the package all they can tell me to help is to verify the package number and ship day with you.
We will be gone June 17th- June 23rd & cannot receive a delivery during that week.June 12, 2012 12:35._________________________________________*

Andrew
  *
Hello Calyn,
Thank you for writing in. Always here to help.
I apologize for the inconvenience. Kindly give us another week to have the order delivered to your home. However, if the item arrives later than the 30-day period, you can always return it to us so we can credit you back.
If there is anything further I can do to assist you please let me know. At Nomorerack, customer satisfaction is our main goal.
Regards,
* Andrew with Customer Care 
Nomorerack - 8 Daily Deals!June 12, 2012 15:17._________________________________________

Calyn *****
  *
I don't want to return it, I want the item. I am concerned it is going to 
come (already late) during the week we are gone (which we never assumed it 
would because next week is well past the policy time delivery stated). This 
is the issue and inconvienence that we may not be home to recieve the item 
we ordered because it seems to have been lost in your facility and is 
coming late. I've repeatedly stated this, why am I getting generic 
responses that don't address the situation I am repeatedly stating. Is 
there a phone number I can call and speak to a live person?June 12, 2012 16:14._________________________________________

Calyn *****
  *
I'm sorry but at this point this is almost a dealbreaker for us continuing 
to order from you. This is getting silly. I am saying the same thing over
and over as clearly as I can but I am being given generic responses that 
neither take responsibility for your obviosly loosing track of the package 
and not in sny way trying to work a way to address the isdue at hand in us 
not being home to recieve said package because of your mixup. Please 
address said issue. Work with me. I'm not unreasonable but I'm getting 
frustrated at what feels like a run around. 
> I don't want to return it, I want the item. I am concerned it is going to 
> come (already late) during the week we are gone (which we never assumed it 
> would because next week is well past the policy time delivery stated). This 
> is the issue and inconvienence that we may not be home to recieve the item 
> we ordered because it seems to have been lost in your facility and is 
> coming late. I've repeatedly stated this, why am I getting generic 
> responses that don't address the situation I am repeatedly stating. Is
> there a phone number I can call and speak to a live person? 
> On Jun 12, 2012 3:17 PM, "* Andrew" < 
> notifications-support@nomorerackcom.zendesk.com
> wrote: 

>June 12, 2012 16:18._________________________________________*

Andrew
  *
Hello Calyn,
Thank you for writing in. Always here to help. You can reach us by telephone at 1-800-538-9798.
If there is anything further I can do to assist you please let me know. At Nomorerack, customer satisfaction is our main goal.
Regards,
* Andrew with Customer Care 
Nomorerack - 8 Daily Deals!June 12, 2012 18:01._________________________________________

Calyn *****
  *
We spoke to Debbie over the phone. We should be receiving an email verifying that if we do not receive the product (either because it is never received by fedex or because it come during our vacation & so we cannot receive it & fedex returns it to nomorera k) that we will receive a full refund (not nomorerack credit, but money refunded) including the shipping charge we paid (so the full $82 paid for the item & shipping).
Thank you & again I hope the package is located and we are able to receive the item and everything works out.
Thank you for your help Andrew & Debbie.June 13, 2012 12:17._________________________________________*

Andrew
  *
Hello Calyn,
Thank you for writing in. Always here to help.
We will take note of this. Please do notify us if anything goes wrong. We're hoping for the best.
If there is anything further I can do to assist you please let me know. At Nomorerack, customer satisfaction is our main goal.
Regards,
* Andrew with Customer Care 
Nomorerack - 8 Daily Deals!June 13, 2012 12:50.

THIS IS A NEW TICKET THAT WAS STARTED FOR THE SAME SITUATION.

WE NEVER DID GET THE EMAIL PROMISED OVER THE PHONE (after we got off) ABOUT RECEIVING A REFUND, ONLY THE 'we'll take note of that' RESPONSE TO MY MESSAGE REMINDING ABOUT IT WHEN IT BECAME OBVIOUS NO EMAIL WAS COMING.

order#2450955

Hello Calyn,
Always here to help.
I am sending you the tracking information for the Sony 3D Blu Ray Player with WiFi. Estimated delivery date is June 19, 2012.
Order#:****955 
tracking number:*****
tracking website:http://www.fedex.com/Tracking?clienttype=dotcom&ascend_header=1&cntry_code=us&language=english&mi=n&spnlk=spnl0&tracknumbers=*****

Delivery times vary for each item. Some of our items ship from our global warehouse, which can take longer to arrive at your door. Other items we carry in stock at our local warehouse and are quicker to arrive. To be safe, we tell our customers to expect up to 2-3 weeks for an order to be delivered.
If you haven't received your product within 30 days of purchasing your item, please contact our Customer Service team and we will be glad to resolve this situation for you.
If there is anything further I can do to assist you please let me know. At Nomorerack, customer satisfaction is our main goal.
Regards,
* Danielle with Customer Care 
Nomorerack - 8 Daily Deals!

Jun 13 18:25
This request is currently being processed by our staff
* Danielle is assigned to your request.Comments_________________________________________

Calyn *****
  *
We will be out of town June 19th on vacation. We will not return until the 
following monday. Can you ask fedex to hold the item until monday the 25th? 
On Jun 13, 2012 6:25 PM, "* Danielle" < 
notifications-support@nomorerackcom.zendesk.com
> wrote:June 13, 2012 21:57._________________________________________

Calyn *****
  *
This is the same request/situation as http://nomorerackcom.zendesk.com/tickets/366676
 still.June 13, 2012 22:00._________________________________________*

Danielle
  *
Hello Calyn,
Thank you for writing in. Always here to help.
Unfortunately, we cannot delay the shipment of your order. I would suggest that you please call up Fedex and try to make the arrangements on when you want it to be delivered to you. You can contact Fedex customer service number: 1.800.Go.FedEx® (800.463.3339).
If there is anything further I can do to assist you please let me know. At Nomorerack, customer satisfaction is our main goal.
Regards,
* Danielle with Customer Care 
Nomorerack - 8 Daily Deals!June 14, 2012 09:07._______________________________________

Calyn *****
  *
This is ridiculous, why would you choose to compound a bad situation 
(entirely on your part, not us the customers) by sending the package right 
after we talk to you on the phone and tell you if you send it from now to 
the coming Wednesday we cannot receive it.June 14, 2012 12:27.

AT FIRST I WONDERED IF THE EMAIL SYSTEM WAS COMPUTER GENERATED RESPONSES, OBVIOUSLY AT THIS POINT IT'S UNFORTUNATLY OBVIOUS ThAT IS NOT THE CASE.

I WILL UPDATE WITH WHAT ENDS UP HAPPENING. DOESN'T LOOK PROMISING.

THOUGHT OTHERS MIGHT BENEFIT FROM SEEING HOW NOMORERACK.COM DOES CUSTOMER SERVICE.

I HAVE NOT ALTERED THESE OTHER THEN TO REPLACE MY OR MY HUSBANDS PERSONAL IDENTIFYING OR CONTACT INFORMATION OR REPLACE ORDER INFORMATION OR TO FORMAT FOR EASIER READING (as in hitting enter at key areas to keep entries seperate). I HAVE NOT EVEN CORRECTED TYPOS, THIS IS EXACTLY MY EMAIL AND SITE COMMENTS COMMUNICATION WITH NOMORERACK.

About Me

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I'm a semi crunchy stay at home wife and mama of two boys. Extend Breastfeed, Cloth diaper, Cosleep, Babywear, Homeschool, Homebirth. My sons and I have some serious health concerns (allergies, growth hormone, kidney, lung, spine, etc...). We didn't realize they were genetic (or I had) until after Trace's birth. Tristian had some big medical and possibly/probably autism related delays in early childhood but also taught himself to read at 2yrs and started on math equations at 4yrs. Trace is bit delayed across the board by about 6 months, but as he's 1yr+ behind in height... it's not very noticable ;-) Trace is very musical and hands on. With plenty of common sense, love, good doctors and faith we are doing wonderfully!

This wonderful chapter in my life of discovering the green subculture has (mostly) ended. Living green on a budget has changed from the thrill of discovery to habit. This blog remains in rememberance- with occasionally crossover posting. I hope you join me- the same green mama on a budget, in a new blog celebrating life's daily experiences- LIFE O'KAY http://lifeokay.blogspot.com/ Still lots of crafts & crunchiness- with even more sweet family moments.

Question? Request? Suggestion? Something Else?
Email Me!
Calynl
(at)Gmail(dot)com

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