Buyer beware…

I did almost all of my holiday shopping over the weekend, including some presents to myself as well as for my secret santa names for a couple of groups I belong to.

Part of that shopping was done at Road Runner Sports.

I got notification today that some of the order had shipped, and went to check the link for tracking. Only to discover that the stuff is being shipped via FedEx.

FedEx who no online retailer I use (Amazon, Barnes & Noble, Running Warehouse, SkirtSports, Running Sports, DisneyStore, etc.) does shipping by. FedEx whose distribution/pick-up center is in a scary, scary section of town and I never want to go there again.

And most importantly FedEx where it is never disclosed on their website who they use for shipping.

Part of my order wasn’t set to ship until November 30, so I decided to call and change the address on that portion so that it could go to the school only to be informed that the order information had already been sent to that company. (For the portion that’s already been sent, I will have no choice but to wait the requisite time for FedEx to return it to Road Runner and for them to refund me.)

I was told rather rudely “Well, if you’d called us, we could have told you how we ship.”

Excuse me, I shouldn’t have to call a retailer to see how they ship. It should be very much stated on the website, especially if they’re using something that in my experience is NOT common.

When I asked to speak to a manager, I was told I could hold if I wanted, but there was someone ahead of me in line. And then rather than being placed on hold, she proceeded to badger me and say that there was nothing a manager could do that she couldn’t.

FINALLY she said she could “I suppose try” an intercept to change the address. And then proceeded to give me a hard time about the school name, acting as if my school at the building where it is doesn’t exist.

And then hung up.

So I went straight to the website and filled out a comment page. At 12:23, I received this canned statement via email:

“listening@roadrunnersports autoreply@is.instantservice.com
12:23 PM (7 hours ago)

Great to hear from you!

You’ll be happy to know that the message with the following subject has been received by our experts:

Order Status Inquiry (Strickland)

Count on a response to your email within 2 hours, Monday-Friday, 8 AM to 4 PM, PST.

If you want even FASTER service, your World Class Fit Expert is standing by to help you place an order over the phone. Give us a call at 1-800-743-3206 between 5:00 AM and 9:00 PM, Monday through Friday and 5:00 AM and 8:00 PM, Saturday and Sunday, PST.

Need Customer Service? Please call our Customer Care Specialists at 1-800-636-3560 Monday-Friday, 6 a.m. to 6 p.m. PST.

We look forward to helping you soon!

Brian Simpson
Customer Experience Manager
Road Runner Sports”

Well, Mr, Brian Simpson, Customer Experience Manager, it is 8:06pm as of this typing – almost 8 hours after the email was sent during your stated time – and I have yet to hear back from anyone.

You are most certainly NOT helping me “soon”.

And you better bet I’ll be watching my bank statement around this time next year and there had better not be a “VIP membership” charge billed as I specifically asked Mademoiselle Attitude to cancel that membership as I would not be buying anything else from them.

They may be great if you can go into a store in person. I wouldn’t know. But I know that if you choose to shop with them online, beware. Your order will be shipped FedEx and your customer service inquiries will go unanswered for hours regardless of what they say.

Now we’ll see how long it takes to get my money refunded. I’ll put it this way…I’m not holding my breath.

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2 thoughts on “Buyer beware…

  1. I’m having the same experience right now of customer no-service. I sent in an email to listening@ RRS with questions concerning my order and it’s been over 2 days w/no response.
    ————————
    You’ll be happy to know that the message with the following subject has been received by our experts:

    Re: YES! Your Order Is On Its Way! / Order Number: 13443146

    Count on a response to your email within 2 hours, Monday-Friday, 8 AM to 4 PM, PST.
    We look forward to helping you soon!

    Brian Simpson
    Customer Experience Manager
    Road Runner Sports
    ————————–
    this is obviously an unattended mail box.

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