So many companies have found an easier excuse to delay users on the phone, and that's Covid.
Prior to Covid, the worst I ever had was a company i shall not name and shame (a major bricks and mortar retailer) that took over an hour and a half of waiting online to speak to a human about a missing delivery. When I finally got through to the unfortunate waste of space (I didn't know it at the time) they gave me new delivery info.
Two days later the item had not arrived as previously advised, and the tracking info showed the item at the same remote location it was when I called previously.
Guess what, another hour and forty minutes this time with the incessant muzak, and "your call is important, blah, blah," a human answered and appeared to be a new unfortunate waste of space (this time I did know at the time) that had no record on the system of the previous call, and failed to help suggesting the "item will be with me soon." What use is that I explained when the tracking shows it's stuck in the same place it was. I should call back in seven days if it's not arrived. I ran out of time to hold on any longer, giving up.
I gave it another three days and the tracking had said it was delivered in another part of the country.
Third and final call to another unfortunate waste of space, having waited another hour and a half. Having explained again (as they had no record of the previous calls), they told me it was delivered. I gently explained, perhaps, but not to me, especially as they could see from the data I was in another part of the country. They suggested I call back to another department that deals with this. Stupidly, I asked them what department they were in if it wasn't the correct one, and they told me they were in the order processing department, which, strangely, is the one they told me to call back to. It's quite clear to me that this individual was not employed to help people, but to get them off the phone, which seemed to be the objective of the previous two, too.
Really, life is too short. I did a chargeback through my credit card having been able to prove it was delivered elsewhere.
I have never bought anything from that retailer, ever, and do not intend to.
Interestingly, their trustpilot rating is the lowest possible with so many people complaining about their phone support, along with the company's general poor service.
Businesses such as this don't deserve to survive, imho.
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