A. L.
Won't use them again if I don't have to
AFTER I placed our small order, I was informed that my organization isn't a "good enough customer" to be billed, and the person on the phone demanded a credit card. When I said I don't have a company credit card, she told me we could do the order COD or cancel it. As we needed the supplies in question, I said we'd do COD. This turned into a complete, farcical nightmare. We finally got delivery of the supplies, but it required my Department manager writing a personal check to Jones. When I called to request a receipt so my manager could be reimbursed, I was e-mailed another copy of the invoice. When I e-mailed back and re-emphasized I needed a RECEIPT, I received a snotty phone call condescendingly explaining that we could not get a receipt until the COD had been received from UPS, which would take "at least three more days". So, fine, I asked that I be sent a receipt as soon as the COD payment was processed. About four days later, I asked if the payment had been processed, and was INFORMED it had not, and I would have to wait. TEN days later, I asked again, and finally received the requested receipt, but ONLY because I requested it yet again. Had I not said anything, we would very likely still be waiting for the receipt. I have worked retail and I have worked telephone customer service, and I was always taught it doesn't matter how big or small customers' purchase is, you treat them well. Clearly, this is not the Jones philosophy, and if at all possible, I will see to it that we do not use Jones again, for anything.
Response from Jones School Supply Co., Inc.Mar 30, 2015
Good Afternoon, Ms. Lowenstein, please accept our apology for the challenges you experienced with receiving a receipt for your COD payment, and the service provided by my customer service team. As a small business since 1912, Jones values all business sizes and the payment options offered have always been in place for our customers. The representative offered a credit card payment as a form of payment based on your 5 year order history, which reflected credit card payments. However, offering a COD or applying for a line of credit could have been offered as additional options. The delay in check processing was due to UPS COD procedures. COD payments can take up to two weeks to be received from UPS and we did not receive yours until 15 days after the order was placed. Based on your order history and urgency to have a receipt, we authorized internally to send a receipt without the actual payment being received from UPS. It is Jones commitment to provide 100% customer satisfaction to all of our customers and we apologize that we were not able to achieve our commitment this year with you and your company. We hope we can regain your trust and business in the future. Yvonne Henry Contact Center Manager