Those of you who have been reading my blog for awhile may remember my Dear Alan post on the umm virtues of customer service.
Today I find myself in the same position, but this time with Fire Mountain Gems. Can we say an entirely different experience?!
Check this out....
Dear Dana,
Thank you for your email. We sincerely apologize the package we sent you was shipped via USPS to your physical address which may cause the package to be returned as "No Mail Receptacle". We have initiated a correction order for a replacement package to be sent. Your order confirmation number is xxxxx (cause you don't need to know that lol). We have also noted your account that in the future all Best Way Select orders need to be shipped via FedEx Ground if shipping to your physical address.
This package will be shipped via USPS Priority Mail with a signature required, courtesy of Fire Mountain Gems and Beads. You will receive an automated email containing shipping and tracking information when the package is picked up. This shipping method generally arrives within 3 – 5 days; however it can take up to 14 days from the date of shipment.
The order invoice you receive will state 'Amount Billed'. This notation is needed for our internal accounting purposes. Please be assured that you have not been charged a second time for these items.
We look forward to serving you in the future. If you should have any further questions or comments, please feel free to reply to this email. You may also contact us via Live Chat by clicking the button below or contact one of our friendly Customer Service Representatives at 1-800-423-2319 during regular business hours.
Best Regards,
Tamara
e-Service Contact Center
Fire Mountain Gems and Beads
Not only did they get MY name right, but THEY initiated the correction and took steps to prevent it from happening a second time. I NEED to put them on my Christmas card list :) at least Tamara. And Wal Mart could take a page from their book on customer service, because that's how you do it! Kudos to Tamara and Fire Mountain Gems!
Til next time!
Dana
musings about life, jewelry and building the home of my dreams
Showing posts with label wal mart. Show all posts
Showing posts with label wal mart. Show all posts
Saturday, December 8, 2012
Sunday, September 23, 2012
of Saws and Spoons
Some months ago I bought myself a jewelers saw and had fully intended to play right away. But life, as it sometimes does, got in the way and the saw was put away in my tool drawer.
Paige is in 3D design this semester and needed some tools for a wire sculpture project. When I showed her where to find my tools and reminded her which were off limits for her project, my new saw quietly said Hi there! Remember me?
Paige and I had a few things to pick up and headed off to Wally World, while there I plunked down 94 cents for some stainless spoons. Figuring I could play with the saw and if I mangled the spoon well at least it wasn't antique cutlery!
First spoon up snapped. It didn't bend in a graceful arc at all, it bent at a hard 90 and then fell apart, oops!
So I break out the torch, obviously a little annealing is in order. Heat spoon number two to a soft glowing red all along the handle. That should do the trick! Sit down to my desk and grab the spoon with my right hand to adjust it for the pliers. OUCH that's HOT!
I've been playing with fire for years and still somehow managed to forget to quench my spoon. There I am looking at a perfectly scalloped scorch mark on my index finger and thumb, darn it! Walk into the kitchen, quench the spoon, set it down on the welders mat, and put some lavender oil on my fingers.
With some force I'm able to wrap the spoon around the mandrel. Rather lopsided and not at all graceful, it is a start. "Look!" I show the kids. The bowl of the spoon is still attached and they ask if I'm working on putting a knot in the spoon and offer free spoon bending if I just buy some ice cream! sigh
With children thoroughly unimpressed I pull out the saw and cut off the bowl end of the spoon. Slip it back onto the mandrel and estimate a current size and a desired size. With a few sizes in between those numbers I grab the hammer and start the process of convincing the handle it wants to be round and a much smaller size than it currently is.
When I was in high school my favorite ring was a spoon ring. After much coercing and a little pain I think a spoon ring may become a favorite yet again. It's a little "worn around the edges" and stands an inch tall but it wears every bit as comfortably as the one I had way back when.
It took snapping a couple blades but I think I've got the tension down and can hear the difference in the sound as the blade starts to dull. I'm really looking forward to continued playtime and you can look forward to seeing more sawn pieces in the future. Maybe...... even some pierce work :D
Thanks for stopping by!
See ya next time!
Paige is in 3D design this semester and needed some tools for a wire sculpture project. When I showed her where to find my tools and reminded her which were off limits for her project, my new saw quietly said Hi there! Remember me?
Paige and I had a few things to pick up and headed off to Wally World, while there I plunked down 94 cents for some stainless spoons. Figuring I could play with the saw and if I mangled the spoon well at least it wasn't antique cutlery!
First spoon up snapped. It didn't bend in a graceful arc at all, it bent at a hard 90 and then fell apart, oops!
So I break out the torch, obviously a little annealing is in order. Heat spoon number two to a soft glowing red all along the handle. That should do the trick! Sit down to my desk and grab the spoon with my right hand to adjust it for the pliers. OUCH that's HOT!
I've been playing with fire for years and still somehow managed to forget to quench my spoon. There I am looking at a perfectly scalloped scorch mark on my index finger and thumb, darn it! Walk into the kitchen, quench the spoon, set it down on the welders mat, and put some lavender oil on my fingers.
With some force I'm able to wrap the spoon around the mandrel. Rather lopsided and not at all graceful, it is a start. "Look!" I show the kids. The bowl of the spoon is still attached and they ask if I'm working on putting a knot in the spoon and offer free spoon bending if I just buy some ice cream! sigh
With children thoroughly unimpressed I pull out the saw and cut off the bowl end of the spoon. Slip it back onto the mandrel and estimate a current size and a desired size. With a few sizes in between those numbers I grab the hammer and start the process of convincing the handle it wants to be round and a much smaller size than it currently is.
When I was in high school my favorite ring was a spoon ring. After much coercing and a little pain I think a spoon ring may become a favorite yet again. It's a little "worn around the edges" and stands an inch tall but it wears every bit as comfortably as the one I had way back when.
It took snapping a couple blades but I think I've got the tension down and can hear the difference in the sound as the blade starts to dull. I'm really looking forward to continued playtime and you can look forward to seeing more sawn pieces in the future. Maybe...... even some pierce work :D
Thanks for stopping by!
See ya next time!
Wednesday, June 15, 2011
Dear Alan
Wow! It's been awhile since I've updated. I've been keeping busy, making pretty things, working on the house, getting the kiddo graduated and ready for college. I was getting things listed and was almost all caught up and ooops the memory card is full. I'd been deleting the duplicate photos from the card to make room for awhile. Really I only need one good shot to show off since I haven't gotten a look book made up yet.
Prom photos and Graduation photos used up what was left of my free space. No way I'm deleting those! So I do a little online shopping, looking for a new card. Should be really easy to find. Bought the camera at Staples and Wally World has a photo dept too. If all else fails Amazon always has what I want.
We're merrily skipping along the internet not one single card. My little 4mp camera uses an xD why can't I find one? Ok wrong terminology, it's a picture card not a memory card - taadaaa! Wait what is this M+ arghh camera is old I'm not spending money for a card that is too new for my old camera. HEY! an xD! Wally World carries them! oh.........online only. hmmmmmm Well ok if I have a problem with it I can just take it back to the store. I'm out of ink, printable biz cards and low on bubble mailers will just add those to the cart. Woot! Took care of half my to do list!
Ship to - nothing big here we'll ship to the PO Box. Red flag! Can't ship to a PO Box. OK Fine street address. Paid Order confirmation. Should be here in just a couple days!
Next day. Wow! That was fast! Shipped via UPS Mail Innovations. aaah UPS explains the red flag. hmm never heard of Mail Innovations let's go look. OMG they're mailing it to my street address??? I don't live on the mail route, I don't get mail here! Quick shoot off an e-mail to customer service.
I'm a little worried, I don't live on the mail route. UPS Mail Innovations mails it USPS. It will get returned.
Thank you Dana
Dear Alan, We are sorry we cannot change your order once it has been sent. If you would like to return your items please follow the instructions below.
****?????What?????? Two more e-mails your items have shipped via FedEx. OK maybe I'm panicking maybe it will actually be UPS. The other two are Fed Ex. One more, your item has shipped via UPS Mail Innovations if you'd like to track your items click here.
Fed Ex delivers my bubble mailers - wow! OK let's click that tracking see where that card is! Happy face :) Info not available yet, ok check the other shipment. Item returned undeliverable. USPS cannot deliver to this address. ????What????? ARGHHH********
Copy/paste into an e-mail to Wally World Customer Service.
This is what I was afraid of when I contacted you. - now what?
Dana
Dear Alan, Thank you for contacting Walmart.com regarding your shipping address.
I sincerely apologize that your order is undeliverable to the address that you provided for your order. Unfortunately, we are unable to change your shipping address on your account. You will need to contact your local postal service in attempts to have your address changed. I certainly do apologize for any inconvenience that this may have caused you.
If we have not fully answered your question or you have additional questions, please reply to this email.
Sincerely,
Walmart.com Customer Care
*****Change my house address? What? OMG really? Change my house address - what the?????*******
OK then, let's try this from the start. obviously I'm not making myself clear enough.
When I placed the order I used my PO Box BUT a little red warning popped up and said
I couldn't use the PO Box as a delivery destination. So I changed the address to my street address
wrongly assuming it meant you would ship Fed Ex or UPS NOT mail it.
You as in Wal Mart mailed that part of my order. You used TWO different delivery methods to
ship ONE order.
I understand breaking the order into smaller packages for faster delivery BUT when YOU require
only ONE shipping address YOU should use only ONE delivery method. It saves a lot of head aches.
My question was not how do I change my address, or how do I return the item. My question is simply
what happens next? What am I supposed to do? How do I get my order????
Thank you
Dana
Dear Alan,
Thank you for contacting Walmart.com regarding your item being received and returned. Alan, we apologize for any inconvenience that this may have caused you. Alan, the first information listed below address to whom will be responsible for delivering the rest of your items.
Your order xxxxxxx (xx's cause you don't really need my order# or address for the gist of this part) Unfortunately, USPS package tracking information is limited to the destination of your local post office.
However, you can estimate the arrival date by adding the longest processing time of an item in your order to the delivery method ship time (Standard, 2-to 3-Day, or 1-Day Shipping). "Processing Time" is located on the item page under "Delivery Options."
To get more information on shipping times, visit Walmart.com and click "Help." In "Shipping & Returns," click "Shipping Costs and Times".
Note: the below information listed addresses returns, if you wish to return items back to us.
You may return your online purchase at your local Walmart store or through the mail. The item must still be within the return policy time frame to qualify for a return. Please refer to our online return policy by following the link below.
http://www.walmart.com/catalog/catalog.gsp?cat=538459
Note: There are no returns or refunds on prepaid cellular phone cards & electronically fulfilled PINs or minutes.
To return in-store, take your item along with all packaging and your packing slip to the Customer Service desk for a refund or exchange.
To return via the mail, please log on to www.walmart.com and go to the "Return an Item" link at the bottom of the page. Follow the instructions to "Return an item by mail".
When returning an order by mail, please allow up to three weeks shipping and processing time for the order to reach our Return Center. When the order has been received, depending on your request, the order will either be credited or reordered.
If we have not fully answered your question or you have additional questions, please reply to this email.
Sincerely,
Walmart.com Customer Care
*******My head hurts! why are they giving me return info for a package I can't even get delivered?? Why do they keep calling me ALAN?? It's like we're having two entirely different conversations.********
I really don't think you understand what I'm saying.
Yes (as per the voice mail) I received that part of my order that you sent via Fed Ex. No I do not want to return it.
I have not received that part of my order that you sent via the mail. I do not live ON the mail route.
That's why I have a PO Box.
The Avery part of my order has been returned undeliverable as noted by UPS Mail Innovations tracking.
Undeliverable because as I said I don't live on the mail route.
The Memory Card part of my order has no info available after Saturday the 11th.
I am not the one returning them, I don't want them returned, but since you mailed them via USPS to my physical
address I have no control over that.
All I want is for you to tell me is what I need to do. It will eventually make its way back to you. I need to know what I need to do to have it sent back to me. Do I need to have you issue a refund and I place a new order or can the address be corrected and sent back?
One final thing, I am Dana. I placed the order, I paid for it, I am talking to you. not Alan and I have signed my name to each correspondence to date. Take two seconds to read thoroughly, what I'm asking and my name - that's your job.
Dana
*******Remember kids customer service can make or break you - these idiots can't even get my name right. And I am fighting harder and harder to remain civil and to keep the words small and understandable. I am so frustrated I'm ready to fire off a letter to corporate or drive there and sit in the foyer until someone answers me as to why they keep calling me Alan, why they shipped one order using two shipping methods and why it's my fault I don't receive mail at my physical address. Mr. Sam Walton would be livid!*******
Think I'll leave it here for now. I'll update you as I have more info. Maybe I'll get around to making that look book ........
Til next time Alan (who am I kidding, I'm too short and my mustache is too thin!!)
see ya! Dana
update 6-16
Dear Alan,
Thank you for contacting Walmart.com regarding what do since the other product was return back to us.
Please contact us by phone to issue the refund for the product that you have not received
1-800-xxxx
If we have not fully answered your question or you have additional questions, please reply to this email.
Sincerely,
Walmart.com Customer Care
****Dear ALAN? aghhhhhhh HEAD-DESK*******
Prom photos and Graduation photos used up what was left of my free space. No way I'm deleting those! So I do a little online shopping, looking for a new card. Should be really easy to find. Bought the camera at Staples and Wally World has a photo dept too. If all else fails Amazon always has what I want.
We're merrily skipping along the internet not one single card. My little 4mp camera uses an xD why can't I find one? Ok wrong terminology, it's a picture card not a memory card - taadaaa! Wait what is this M+ arghh camera is old I'm not spending money for a card that is too new for my old camera. HEY! an xD! Wally World carries them! oh.........online only. hmmmmmm Well ok if I have a problem with it I can just take it back to the store. I'm out of ink, printable biz cards and low on bubble mailers will just add those to the cart. Woot! Took care of half my to do list!
Ship to - nothing big here we'll ship to the PO Box. Red flag! Can't ship to a PO Box. OK Fine street address. Paid Order confirmation. Should be here in just a couple days!
Next day. Wow! That was fast! Shipped via UPS Mail Innovations. aaah UPS explains the red flag. hmm never heard of Mail Innovations let's go look. OMG they're mailing it to my street address??? I don't live on the mail route, I don't get mail here! Quick shoot off an e-mail to customer service.
I'm a little worried, I don't live on the mail route. UPS Mail Innovations mails it USPS. It will get returned.
Thank you Dana
Dear Alan, We are sorry we cannot change your order once it has been sent. If you would like to return your items please follow the instructions below.
****?????What?????? Two more e-mails your items have shipped via FedEx. OK maybe I'm panicking maybe it will actually be UPS. The other two are Fed Ex. One more, your item has shipped via UPS Mail Innovations if you'd like to track your items click here.
Fed Ex delivers my bubble mailers - wow! OK let's click that tracking see where that card is! Happy face :) Info not available yet, ok check the other shipment. Item returned undeliverable. USPS cannot deliver to this address. ????What????? ARGHHH********
Copy/paste into an e-mail to Wally World Customer Service.
This is what I was afraid of when I contacted you. - now what?
Dana
Dear Alan, Thank you for contacting Walmart.com regarding your shipping address.
I sincerely apologize that your order is undeliverable to the address that you provided for your order. Unfortunately, we are unable to change your shipping address on your account. You will need to contact your local postal service in attempts to have your address changed. I certainly do apologize for any inconvenience that this may have caused you.
If we have not fully answered your question or you have additional questions, please reply to this email.
Sincerely,
Walmart.com Customer Care
*****Change my house address? What? OMG really? Change my house address - what the?????*******
OK then, let's try this from the start. obviously I'm not making myself clear enough.
When I placed the order I used my PO Box BUT a little red warning popped up and said
I couldn't use the PO Box as a delivery destination. So I changed the address to my street address
wrongly assuming it meant you would ship Fed Ex or UPS NOT mail it.
You as in Wal Mart mailed that part of my order. You used TWO different delivery methods to
ship ONE order.
I understand breaking the order into smaller packages for faster delivery BUT when YOU require
only ONE shipping address YOU should use only ONE delivery method. It saves a lot of head aches.
My question was not how do I change my address, or how do I return the item. My question is simply
what happens next? What am I supposed to do? How do I get my order????
Thank you
Dana
Dear Alan,
Thank you for contacting Walmart.com regarding your item being received and returned. Alan, we apologize for any inconvenience that this may have caused you. Alan, the first information listed below address to whom will be responsible for delivering the rest of your items.
Your order xxxxxxx (xx's cause you don't really need my order# or address for the gist of this part) Unfortunately, USPS package tracking information is limited to the destination of your local post office.
However, you can estimate the arrival date by adding the longest processing time of an item in your order to the delivery method ship time (Standard, 2-to 3-Day, or 1-Day Shipping). "Processing Time" is located on the item page under "Delivery Options."
To get more information on shipping times, visit Walmart.com and click "Help." In "Shipping & Returns," click "Shipping Costs and Times".
Note: the below information listed addresses returns, if you wish to return items back to us.
You may return your online purchase at your local Walmart store or through the mail. The item must still be within the return policy time frame to qualify for a return. Please refer to our online return policy by following the link below.
http://www.walmart.com/catalog/catalog.gsp?cat=538459
Note: There are no returns or refunds on prepaid cellular phone cards & electronically fulfilled PINs or minutes.
To return in-store, take your item along with all packaging and your packing slip to the Customer Service desk for a refund or exchange.
To return via the mail, please log on to www.walmart.com and go to the "Return an Item" link at the bottom of the page. Follow the instructions to "Return an item by mail".
When returning an order by mail, please allow up to three weeks shipping and processing time for the order to reach our Return Center. When the order has been received, depending on your request, the order will either be credited or reordered.
If we have not fully answered your question or you have additional questions, please reply to this email.
Sincerely,
Walmart.com Customer Care
*******My head hurts! why are they giving me return info for a package I can't even get delivered?? Why do they keep calling me ALAN?? It's like we're having two entirely different conversations.********
I really don't think you understand what I'm saying.
Yes (as per the voice mail) I received that part of my order that you sent via Fed Ex. No I do not want to return it.
I have not received that part of my order that you sent via the mail. I do not live ON the mail route.
That's why I have a PO Box.
The Avery part of my order has been returned undeliverable as noted by UPS Mail Innovations tracking.
Undeliverable because as I said I don't live on the mail route.
The Memory Card part of my order has no info available after Saturday the 11th.
I am not the one returning them, I don't want them returned, but since you mailed them via USPS to my physical
address I have no control over that.
All I want is for you to tell me is what I need to do. It will eventually make its way back to you. I need to know what I need to do to have it sent back to me. Do I need to have you issue a refund and I place a new order or can the address be corrected and sent back?
One final thing, I am Dana. I placed the order, I paid for it, I am talking to you. not Alan and I have signed my name to each correspondence to date. Take two seconds to read thoroughly, what I'm asking and my name - that's your job.
Dana
*******Remember kids customer service can make or break you - these idiots can't even get my name right. And I am fighting harder and harder to remain civil and to keep the words small and understandable. I am so frustrated I'm ready to fire off a letter to corporate or drive there and sit in the foyer until someone answers me as to why they keep calling me Alan, why they shipped one order using two shipping methods and why it's my fault I don't receive mail at my physical address. Mr. Sam Walton would be livid!*******
Think I'll leave it here for now. I'll update you as I have more info. Maybe I'll get around to making that look book ........
Til next time Alan (who am I kidding, I'm too short and my mustache is too thin!!)
see ya! Dana
update 6-16
Dear Alan,
Thank you for contacting Walmart.com regarding what do since the other product was return back to us.
Please contact us by phone to issue the refund for the product that you have not received
1-800-xxxx
If we have not fully answered your question or you have additional questions, please reply to this email.
Sincerely,
Walmart.com Customer Care
****Dear ALAN? aghhhhhhh HEAD-DESK*******
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