Lawd has it been a while since I've last posted on this blog.
Saying that, I haven't had anything...relevant to share. Since my last post, and since 2016, I've been employed in a Customer Service role > made my way up to a Lead position (hooray!).
Being in this role as an Agent > Shift Lead > a Team Lead now, I must admit that it has SIGNIFICANTLY changed my perception & idea of customer service.
To be fair, I've never really had any issues with online shopping and if I did, it was resolved fairly swiftly, despite what I coin as the "support template" that can be used in ALL CS areas.
As of typing this, no matter how bad a CS process is from my personal work observations, I think Hudson Bay's service (or lack thereof) has peaked. Time-line below!:
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On April 21st, 2020, I placed an order for 1 x Denim Jacket that I was in-love with.
Admittedly being a bit tipsy at the time, I did add the "Next Day Service" fee despite logical/sober me knowing that it's in the midst of COVID-19 and "next day" ain't gonna happen.
Next day, April 22nd, 2020, I reached out to Hudson's Bay chat support:
TL;DR: Agent said: "2-3 days delayed" aka me expecting delivery around 4 business days later - 27/28th April. $20 fee at the time is in process for refund and that I'll get a notification for when said refund is approved.
As of April 25th, I could see that said $20 refunded back to my credit card. Never received an email about said approval.
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Around 27th / 28th April, prior to contacting Hudson Bay, the status of my order was still: (or should I say "is still" at this time of writing this post) this:
To which I've decided to contact Purolator first at the time: (see below)
I then rang HB up to see what the hell happened.. ONLY to be told that my a) the order was returned to their warehouse and,
b) I'm supposedly in the midst of a refund for said item and it'll take 14 Business Days for a refund.
To which I asked, if it was just then possible to re-send me the same item since a) I've already paid for it and, b) I don't want to have to re-purchase said item if in stock.
Only to be told "NO" and if I really wanted the item I'd have to repurchase it.
So, I really wanted it, so I did.
I rang phone support to place the order and paid CAD$110.25 (before tax) for the same damned item again.
As of May 4th, I FINALLY received my desired item.
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May 15th, 2020: 1 "business day" after the expected "14 Business days" for a refund I rang HB to enquire where said refund was at.
Only to be told that the refund was processed back on April 25th, and that it should have been in my “bank/credit account” by then.
I did then immediately contact my bank only to have been nicely told that essentially “why would a bank refuse money”? Fair point.
I was then redirected to the merchant to ask what has actually happened. Only to be told that it is odd and that’ll take some time for another investigation and that’ll take
AN ADDITIONAL 21 BUSINESS DAYS to process due to the whole COVID-19 situation.
I may be understanding but at the same time I told the agent that this waiting time is ridiculous.
Fine. Nothing can be done so 21 business days I had to wait. I was also told AGAIN that I’d receive an email notification when said refund would be approved.
I was skeptical and raised it. HB rep couldn’t of course guarantee it.
Due to the immense dissatisfaction, I called my credit card company to file a dispute due to said delay. I was told to call back once I notice said amount of $110.25 credited into the account.
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June 10th, 2020: Based on my subpar experience with Hudson’s Bay, I decided to call to see if there were any issues with said refund process that I was unaware of. HB rep, Beverly, was nice to inform me that there were no issues and it was actually approved on May 26th, 2020 and I should be seeing said refund around 15/16th June.
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June 17th, 2020:
Checked credit account = no amount of $110.25 credited from Hudson’s Bay.
Called 1st time round: reached an agent who had a shitty AF connection. Based on 1st agent, refund as approved on May 26th. Great. This confirmed Beverly’s statement from June 10th. HOWEVER, apparently due to some weird ass “refund processing delay” they are undergoing as of last week (08-14JUN), I might have to wait AN ADDITIONAL 21 DAYS FROM WHEN REFUND WAS APPROVED?? This would mean an additional 21 BD from May 26th, 2020.
I was about to kill something. Someone.
I didn’t yell at said HB rep but I did raise my concerns bluntly. While said rep was trying to “justify this”, their connection was chopping off and the call was disconnected (not sure if said person took the opportunity to hang-up tbh).
Immediately called back for round 2, as I was still on fire. Next rep: Edward
Re-explained everything in about 10 mins and “Edward” tried to apparently contact whoever dealt with my refund case. Unfortunately, said person was not available and that he’ll “call me back the next day (18JUN).
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TL;DR again:
I’ve awaited 15+23 = 38 BUSINESS DAYS for 1 refund
A refund for an order I did not cancel nor decide to return. Nor did I receive 1 single notification of any apparent cancellation and/or refund approval that the agents said I would have.
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