Hope you are doing well. I originally placed an order for a Dyson fan on November 9th. On November 12th I received notice that my order had been shipped, with the status on ups as “label created but ups is pending receipt of item”. That status of my order stayed like that for the next week until I received an email on November 20th that an order had been placed for the same item I had ordered on November 9th. There was no context provided to me on that order on the 20th and the email made it appear like I was being charged again. 

Throughout these 11 days I contacted customer service numerous times. The customer service support I received was horrendous. The following information was provided to me by multiple customer service representatives to explain why my order was still waiting to be received by ups:

- “your order is in route to ups, ups is still waiting on it coming from us”. I have dealt with inventory/warehouse procedures in my past and understand how the item fulfillment and shipping is handled. That is not how shipping works, I can’t I imagine you are driving over orders to your local ups. 

- “our shipping terms say that you will receive it 7 days from when ups receives is” with no actual resolution to what happened to my order. 

Additionally once the extra order was processed for me the customer service rep explained to me that if there was a mistake on that order I would have to wait until it was delivered to correct anything…but I didn’t know why that order was processed in the first place. When I asked if there was expedited shipping on this replacement order, the rep explained they had no option for expedited shipping and hung up on my chat without allowing me to ask additional questions. 

To say the customer service was lackluster would be putting it nicely. There was zero help and there really should be more QA and training provided to these reps to ensure that support is making customers happy. Your products are expensive and to have that level of support is an oversight. 

In addition, to require individuals to sign up for

community and create their own post about terrible customer service seems like such a waste of everyone’s time.

I look forward to the response of the community manager so I can provide order and additional details.