V P.
A horrible experience overall - but 2 out of 7 agents were exceptional
To Whom It May Concern: Before sharing my disappointing experience, I would like to recognize MICHELLE NADELMAN (7/30/26) and BIANCA WHITE (7/31/26) FOR PROVIDEING THE BEST CUSTOMER SERVICE received throughout this entire situation. Both ladies were patient, listened to my concerns, and remained professional and courteous despite my frustration and numerous questions. Separate from the 2 stars I selected, these 2 ladies actually have 5 STARS!!! My negative experience began on 7/30/26 when I placed an online order for an item that was on sale and advertised for pickup within an hour. However, four hours after placing the order, my account still showed the order as “processing.” After waiting an additional two hours, I contacted customer service and was transferred among four different representatives, including being transferred twice to the same person -who was also condensending at times. Although one representative’s explanation was understandable, it was not helpful, as he stated he did not have access to view my order —even though the order was placed online through that store. The online chat system was equally frustrating. After initiating contact with somene asking how can she assist me, it took her over 12 minutes to reply to inquiries and concerns. That was unacceptable and also added to an already frustrating experience. I've dealt with the online chat system many times from other companies and they'd usually respond under 2 minutes after the initial contact of asking how can they assist... More than nine hours after placing the order, the status remained unchanged in my online account, and I HAD STILL NOT RECEIVED any confirmation by email or text, despite being informed that the an email would be sent shortly after my purchase. I checked my inbox, spam, and junk folders multiple times with no results. (Michelle Nadelman was the person who ultimately helped resolve this issue). The following day, (which is today) I encountered another system problem. When I logged into my account, my order information had completely disappeared. The system showed that I had no orders and only displayed an option to “start shopping.” Thankfully, I had taken screenshots of my order the previous day; otherwise, I would not have had any proof that the purchase was made. Bianca White later assisted me with resolving my pickup order concerns. She remained calm, professional, and understanding of my frustration. What stood out about Bianca was her honesty—when she did not have a definite answer, she communicated that rather than providing vague responses or leaving me with unanswered questions. She also provided additional helpful information that addressed concerns I had not even considered. I sincerely hope Michelle Nadelman and Bianca White receive recognition for their exceptional customer service. They demonstrated the level of professionalism and care that customers expect and deserve. Thank you for taking the time to read and consider my concerns.