Tuesday, June 27, 2006

teva ecommerce’s utter lack of competence

I love Teva sandals, particularly Mush flip flops. My dad has a pair of Teva’s for walking—he said last year how much he likes them. So, for father’s day, we went to Teva‘s website to send him a gift certificate. Piece of cake. Automatic. One would think. This was June 17.

I’m now on the phone with Teva yet again (third call), and it’s now ten days later, and they still haven’t figured out how to send a gift certificate via email. This was supposed to have been taken care of on Monday, June 19, then again on Thursday, and now, today, we’ll find out if the third time is the charm. Or not. The guy said he is going to personally walk upstair to the woman, Jeana or Gina or something like that, who is responsible for sending out gift certicates (why they need a PERSON to do this is beyond my fathom—with all the stores we run, email gift certificates are sent out automatically) and stand over her while she sends it out to my dad, along with a mea culpa from Teva for screwing up our father’s day present. That promise was made at 2:34 pm edt—I wonder when (or if) I will get a copy of what they sent or if I will have to call yet again. This is not rocket science—it’s simple web technology that’s been around for, oh, more than ten years ...

The first time I called, I was told there was a hold on the order because the name of my street did not fit into the box. I don’t quite know where this bullshit came from since my address was prepopulated in the form as I had already logged in to my account. I asked why this was even relevant, since this order was not being shipped to me (let me mention, not quite two months ago I successfully ordered online and received my Mush flip flops), but was supposed to be delivered via email to my dad. Never got an answer to that one.

The second time I called, Thursday, I was told that Teva had instituted a new payment system over the weekend and when the customer service crew walked in on Monday morning, they discovered not only was there a new system, but that it didn’t work and that not one order was processed. “Ohsosorrysorrysorry ... we will get your order out right now, along with an apology and by the way you get 50% off your next order as an apology from us, just mention it when you call.” Yeah, right.

Third call, today,  ...

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posted by lee on 06/27/06 at 05:30 PM

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