Yup, this is going to be a rant. When I’ve had my fill of incompetence, I’m going step up here on my soapbox and call out those who just don’t give a shit about their jobs.
We only have one department store left in Canada – The Hudson’s Bay, and I need more than two hands to count on how many errors and run-ins I’ve had with them. And my latest encounter was a double whammy once Purolator got involved.
Because I pretty much live attached to my computer, I don’t get out often, so I rely a lot on delivery service. It’s not difficult to see that artificial intelligence is taking over in so many ways, but AI isn’t human and when glitches and errors occur, it’s usually the customer who gets caught up in the time-consuming crossroads of trying to figure out where their orders are. And this isn’t my first rodeo with such issues with both companies.
I frequently order from The Bay, and every so often, when orders get screwed up, it’s because of misinformation, and quite frankly – laziness. On a good day, my order is normally delivered the next day or two days max. But this time I ordered some items, now two weeks ago, which I’ve yet to receive! I began checking on my order Aug 27th when I hadn’t received any notification of the progress of my package. But all it said beside my order was ‘in process’. I let it ride for the rest of the week being a long weekend coming, and expected my package at least by the day after Labor Day – to no avail.
I called up The Bay, got put on hold twenty minutes, only to get my call picked up by an incompetent person who I could barely understand, and was told, they would look into the order, send an email to head office and get back to me. I hung up the phone on her, dialed the number again, placed the phone down for almost another half hour until someone picked up, and then chewed off their ear.
After laying into the agent for their incompetence, he apologized saying that ‘someone’ must have forgot to put the order through. Are you kidding me? I told him, the items are now further reduced on sale, so here’s an idea – CANCEL THE ORDER and redo it now at the lower price. And he did. Then he proceeded to tell me I’ll have it by next week. I retorted with ‘I’m not waiting another week’ because of their screw-up. He then did whatever he did on his computer and informed me, I’d have it by Friday Sept. 5th. I usually get an email telling me my package is on its way stating my package will be delivered by the end of the day from Canada Post. But no notifications came.
On Friday, I went down to my mailbox and found no package. On a hunch, I walked into the lobby of my building and noticed a Purolator notice taped to the door flapping around. Yup, it had my name on it, stating, ‘line was busy’, leaving a pick-up address at about ten miles from where I live. I blew a gasket.
I called Purolator and pitied whomever was going to take my call.
After placing me on hold for another half an hour, I finally got to chew someone out. First, I informed the woman on the other end that NOBODY buzzed up, and NOBODY who lives in the complex hardly ever goes through the lobby, as tenants come in from the underground parking. I proceeded to inform her about the numerous Purolator tags floating around in the lobby as an ongoing event because they’re too damned lazy to deliver a package. They are notoriously the worst for deliveries. The lobby door had even been kept open for several days because of some ongoing repairs. I asked her how the hell are people supposed to know they have a package when they aren’t notified by any means other than a sticky note left randomly in the lobby entrance. She replied that’s their protocol. I replied that they are the worst delivery system next to UPS, and asked her to re-deliver that package and have them bring it up to my door and if I don’t answer to leave it there. She put me on hold another few minutes to inquire on her end if they’re allowed to do that. I told her to just do it!
I’m so sick and tired of incompetence by big corporations hiring incompetent people for jobs, most likely not being paid enough to give a shit about their jobs, and certainly not enough people in these jobs. And I’m sick of having to do the leg work to follow up on missing deliveries due to their incompetence. We are at their mercy because nothing ever changes.
I remember an old saying ‘the customer comes first’, but that is an old saying for sure because it no longer applies. I even asked the Purolator rep if she has any idea how many packages are left unclaimed because of their poor delivery procedures. Of course, she had no idea.
Companies have no qualms sending us a bombardment of emails asking us to complete surveys asking us to tell them how they’re doing, please write a review for your new product etc. and bla bla bla. But when you need to get hold of them for support, good luck! So please, stop invading my inbox with your fake goodwill and do your damned jobs!
And this just in as I get ready to schedule this post. . .it’s now Monday night and still no delivery. Fuming at full steam I called them again.This time I waited 55 minutes for an agent, only to find my parcel was still sitting in some dumpy warehouse because NOBODY BOTHERED SENDING THROUGH THE MESSAGE from last Friday that the lying agent told me was sent. I finally got through to an agent, and as I write this, I’ve now been on hold a total of TWO AND A HALF HOURS!!!! “So sorry Debby, but I now have to wait for a supervisor to send the email to the warehouse to release the box.” Many swear words were expelled from my mouth. I HAVE NO FRIGGIN’ WORDS LEFT!!!!!!!!!
Thanks for listening. I feel so much better now. 🙂
Anyone here have an incompetence beef you’d like to share here? Please be my guest.