PeopleProcessTechnology
Order # WC-57967 Sept 2024 Western Chief Shoes
Order # WC-57967 Sept 2024. Update to description as of 7:55PM EDT on 09/19/24. Note: Providing additional context to understand how this debacle began. For the return of the boots, I logged into my Western Chief account via userID and password. Next I accessed the account purchase history. I attempted to select the line item within the order to begin a "return" procedure. When this typical procedure didn't work, I exited the order history screen, and scrolled to the bottom of the screen and clicked on the RETURNS and Exchanges link. I finally received a phone call from a manager at 7:30PM. Turns out when clicking on the returns link, without telling me via a pop-up message, their system exited the Western Chief account (remember I had logged into with my password) and instead navigated to a DIFFERENT screen for Washington Shoes! It turns out the new screen needed BOTH the order number and the email account as a combined primary key to "find" the order (and because I thought I was already in my account I didn't understand why two data elements were needed). In any event, yes, each time I called (due to a design defect) my inquiry was placed lower priority in the call back queue. Also, even though I had requested a call back with the first text message 9 hours ago, the representative did not transfer the inquiry to the call-back team, they just left it in the queue with the texting team. Seriously, what website reroutes to a different URL without telling the logged in with password account holder that they are leaving the password protected account? I bought from Walmart making sure I didn't purchase Western Chief products. 2 pairs of lighted rain boots for children are too large. Need to return for smaller sizes. What SHOULD BE a simple log in to the account, access the RETURNS and EXCHANGES function in their portal, make the selections and move on becomes a MAJOR PITA because the returns and exchanges function doesn't navigate to the next step. Doesn't matter if the order number or email account assigned to the order is used, NOTHING happens after the values are entered. WHY DOES EVERYTHING HAVE TO BE A PITA with systems these days. So I've left a message for them to return my inquiry, and they tell me to use the RETURNS and EXCHANGES online function to begin the process so that further information can be provided! Why don't these idiot software designers design program with an "out" for when the software doesn't function correctly? Geez!!! PS: I even changed browsers to determine it THAT setting might be causing a communication/refresh problem, but nope, doesn't appear to be the source of the block. 09/19/24 Update (2 hours later) after their customer service department opened (pacific time). First, the phone system tells you to use the on-line tool. (Great - already tried that, the whole reason for this interaction is it doesn't work). After holding for 2 minutes ("high call volume - lack of representatives), the system automatically forces to leave a message otherwise the call terminates. Wonderful customer experience. Let's see how many days it takes for a return phone call. If instead an email is received telling me to use the on-line tool, I'll just go ballistic and call American Express for a dispute, since this is ridiculous that a representative cannot be spoken with. Update 6:45 PM EDT I've now contacted the company 10 times over a period of 9 hours. Each and every time, their call volume is "too high" and I must wait another minute listening to their blither before I can leave a message. Each time I leave another message neither their tech support nor their customer service representative will contact me directly by phone. Their customer service, instead of calling me (2 different times), sent a text message that they are receiving returns from OTHER customers. (How does that information help me? It doesn't.) They offer to resend different sizes, but still won't facilitate the return label generation, or offer to send me a return label by email. Bottom Line: Do not purchase from this company unless you can deal with passive aggressive individuals who will refuse to provide appropriate support when there is a problem. 6:51 PM Another update: Their customer service representative just texted me again telling me that with each additional phone call my ORIGINAL inquiry, made 9 hours ago, is PUSHED down in priority in the call back queue so that it could be days before I ever receive a call back from them. And even though I asked with the very first text message to have someone call me, they did not transfer the request to the call back team to call me. A rhetorical question to the ether: What has happened to providing quality support and exemplary customer experience in a timely manner?