customer B.
Antiquated Customer Service
This afternoon I tried to take advantage of the fall DR sales event that ends today. I attempted to place an order for $6827.73 for a chipper and a log splitter along with various attachments and other items. The first hurdle I ran across was that I will be out of town next week and need to delay the order until I return next Saturday. After being told by two different associates that this was not possible, they confirmed that it was actually possible after they called me back and had to place the order by telephone, even though I had spent hours on the website choosing specifically what I wanted. After 48 minutes on the phone with Lucas in the sales department it was explained to me that all the items would ship out with different shippers on different days and that my order would be debited incrementally for all of these individual items. The bank that I use limits my daily limit for purchases to $1500 unless I call and increase the limit to a specified amount for a 24 hour period...which I had done today for $7000. Being that I do not know specifically when the card would be charged for each item, and could not plan ahead for these over $1500 charges, I decided to cancel my entire order. I all but begged Lucas to just charge my card for the total amount but he said it was against policy and could not be done. I asked to speak to a supervisor but they were too busy and could not speak to me about my $6827.73 order. I find the ordering policies and practices extremely restrictive to customers doing everything in their power to give DR their money. My family owned and operated an equipment rental business in PA for over 30 years and several of the pieces of equipment that they rented were from DR. Although we don't own it anymore we are still brand loyal to DR and have purchased many thousands of dollars of equipment from DR for the farm. My troubling experience today speaks volumes about the day-to-day operations of DR and the lack of technological advancement in the ordering system and IT infrastructure. It is not difficult to set up a system to delay an order because someone is out of town, nor is it difficult to charge a debit card for the total due prior to shipment. I find this whole experience amazing and I hope you will do what it takes to adjust these policies so we don't see another good company go by the wayside for not keeping pace with technology, society, and the economy.