Target Customer Service. An hour of my life I will never get back.Posted: January 14, 2010
So I ordered a new laptop online from Target. If ever you hear me say “I am buying a laptop from Target” in the future you should immediately poison my next meal.
I ordered the laptop from Target because, as you may recall, Christmas just passed. I came into possession of some gift cards that went, along my Visa number, toward this new computer.
The tracking number came today, I clicked it and noticed that it was going out from Ukiah, CA to be delivered today in Redwood Valley, CA. For those of you keeping score at home, Redwood Valley, CA is over 2800 miles from my house outside Charlotte, NC. This disturbed me.
I called the Target customer service line and explained the situation. The woman I spoke with looked at the order, we confirmed that my address was on the order, but that was not where the computer is on its way to, even as I write this. She put me on hold and I dreamed of the conversation we’d have when she came back.
“We are sorry we shipped your computer to the wrong side of the country. While California and North Carolina are both fine places, they are not the same place. We’ll ship out another computer while we figure out how this mistake happened on our end. Please allow us to add overnight shipping at no extra charge.”
Sometimes dreams don’t come true. Target Customer Service had a different dream. Their dream was that I would be happy with their “solution” to the problem.
The Target plan is this – allow the package to be delivered to whoever it is going to in California. When they reject it, it will come back to the warehouse. Then I will get it. Or, if they don’t reject it, they will refund my money and I can buy the computer again.
I talked to a manager, she too thought this was the plan. I told her that if this was the plan, I no longer wanted the computer.
She can’t give me my money back.
That’s right, can’t give my money back. I can return the computer, then they will give me the money back. Or, if I don’t get the computer, they’ll refund my money, so I can buy the computer again from them.
So now I am in limbo, waiting to see what a person in California does when a computer they didn’t order arrives. Meanwhile, I am expecting some bras or maybe a pool skimmer.
I just looked. Here is what happened in California:
So now my computer lives in California. I live in North Carolina. My WiFi is not nearly strong enough to reach across the country.
Target still has my money. This is not over. It appears my days as their customer are.
Tomorrow, if you go to Starbucks and there is a blogger there drinking coffee, writing on a new laptop, he is not me.
January 15 update: I emailed Target last night and howled a little more.
This morning, I woke and found that they are shipping a new one. Presumably to North Carolina, hopefully to someone I know.
I told them yesterday after I got tangled in the “we can’t send you a new computer or refund your money until the one you ordered gets to the wrong place” maze that unless the new computer was sent via expedited shipping, I would take it to the nearest store and return it for a refund.
No expedited shipping on the replacement, so I called.
“We can’t send it expedited shipping because it has already been shipped”. No, it is still in your warehouse. “The manufacturer wont allow us to send it expedited.” You can’t overnight a laptop? “We can do that with other things, and if you’d ordered something like that, we’d automatically send it overnight because this is our fault, but since you didn’t, we can’t.”
Customer service is apparently inverse to the amount you spend. They’d overnight me a replacement crockpot. Computer? Nah.
I did get a refund on the shipping.
I’ll get the rest back when I walk it into the store after UPS gets it here, assuming the right label gets put on it this time.