questionsordered nov. 20. woot charged credit card. ups…

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vote-for9vote-against

How long has the UPS status been like that? It is possible that the info was just recently sent over to UPS, which means it should be out the door pretty shortly if not already. If the status has been like that for a few days, it could just be that UPS isn't updating their tracking like they should, unfortunately that is out of Woot's control, but frustrating none the less.

Have you checked your spam folder for a reply from woot? They like to bury themselves in there a lot.

vote-for8vote-against

Shipping is all kinds of goofy right now. In the last three days I've gotten two packages on the doorstep while receiving a "your item just shipped" email notice the following day. It's possible it's on a truck right now on its way to your front door. It's also possible it's sitting in the warehouse. I wouldn't worry about it though. You will get what you paid for. It just might be a bit of a surprise when it actually is going to show up.

vote-for8vote-against

Thank you for the response, lichme.

The UPS status has been in that state ever since Woot issued the tracking number, which was sometime within the first 24 hours after the order was made. The status remains in that state as of December 3 at 9:20am PT when I last checked it. So, if my math is right, that's about 12 days.

Yes, I have checked my spam folder for any messages from Woot. It's a Gmail account, so i searched "in:spam woot" and got nothing. So I combed through the spam folder manually and still found nothing. Woot's automated replies don't go in the spam folder, so hopefully a real response won't either. But I'll keep checking.

Their auto-response says, "We strive to answer all inquiries within 24 hours if at all possible." I'm guessing they're in way over their heads this holiday season.

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Thank you for the response, zuiquan.

I hope you're right!

vote-for7vote-against

@chriscjcj: If it has been in that status for that long, that is kind of concerning. Let me try and summon @thunderthighs to come poke somebody and check on this for you if possible. Hope it all works out.

vote-for7vote-against

CS is a bit behind right now with emails due to the Thanksgiving holiday, Black-Friday woot-off, and the weekend. I've sent them a note but ask for some patience in getting a response.

Thanks!

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@chriscjcj: Make note of that summoning power that lichme just used. It's a great way to get a mod to notice your issue and help you out.

Hope you receive your item soon!

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@chriscjcj: You initially wrote: "I would grateful for advice on this matter from anyone with some insight."

Please accept my gratitude for your calm and practical (perhaps even upbeat?) attitude about the entire annoying situation. We all too often hear angry rants from folks who haven't figured out how to do basic research and to write cogently and who don't understand that the "we" of whom I speak is not staff but simply other wootizens.

For what it's worth, while there seems to have been some slippage in the last few months of timeliness in responses from customer service, to my knowledge the end results are nearly always satisfactory.

Would you be so kind as to keep us up to date on this situation?

vote-for7vote-against

Thanks to everyone for all the advice and input. I'll sit tight a while longer and hope that customer service catches up to my ticket soon.

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@magic cave: Thanks for the kind words. I am annoyed by this situation, but leaving nasty, snarky comments isn't going to solve my problem any quicker. I used to have a customer service related job. I realized that, for some people, making mean-spirited comments satisfies some inner need. So, I just listened and tried to empathize without taking it personally. But all it really did was make solving problems take that much longer. So, when I'm on the other side, I try to stick to the facts and try to leave my emotions out of it. :-)

I will post in this thread when progress and/or a solution presents itself. ("Surely, OP will deliver.") :-)

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Finally got an e-mail today.

----------------------------------------
Thank you for taking the time to email us. We appreciate your concerns as well as your business.

We apologize for this extended delay. This order is taking a little longer than usual to ship. We are working very hard to get everything out as soon as possible. Please bear with us and thank you for your continued patience.

Woot Member Services,
[name omitted]
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vote-for2vote-against

I received this response from Woot today, December 7.
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Hi Christopher,

Thank you for taking the time to email us. We appreciate your concerns as well as your business.

Sorry you haven't received your order yet. It looks like the order was lost in transit to our carrier. At this time, we can issue a replacement, or we can refund the order.

Please let us know how you would like to proceed.

Best regards,

[name omitted]

Woot Member Services
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Here is my response:
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If you are certain the product will arrive before Christmas, then I
would still like you to send it.

If you are not certain the product will arrive by Christmas, then
please cancel the order and issue the refund.

Please advise me on what you'll be able to do as soon as possible. If
this item isn't going to arrive by Christmas, I need to make other
arrangements post haste.

Thank you,
-Chris [last name omitted]
-=-=-=-=-=-=-=-=-=-=-=-=

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Received this e-mail on Dec 18.
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Hello Chris,

I issued a replacement order for you. You'll get an email with tracking as soon as it ships.

Best Regards,

[name omitted]
Woot Member Services
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My thoughts.... This email comes almost a month after the original order date. I still don't know when I will receive this item. However, Woot has had my money the entire time.

In each e-mail I have sent, I have referenced their case number, but have received an automated reply issuing yet another new case number. Each e-mail take at least 1.5 weeks to get a response.

One can make arguments as to whether this is normal/acceptable or an anomaly. I know it's the holidays. I know they're probably slammed. I understand that. Be that as it may, I don't think letting this condition go on this long is acceptable. After this experience, I'm afraid I just don't trust Woot anymore and I don't think I'll be ordering from them again.

vote-for3vote-against

Epilogue:

I never received the promised tracking number. However, on December 23, the item arrived in the early afternoon, 33 days after ordering. Not being sure that the item would arrive in time for Christmas, I had to purchase something else as a Christmas present for the intended recipient. I now need to return THAT item. Lesson learned.