Terrible customer service - order NOT received yet - been 11 days

thatdamngoood · 05-12-2009, 04:18 AM

11 straight days after paying IN FULL (> 400$) for my order and choosing Express shipment (International; which promises 2-5 day delivery) I have NOTHING -- I even paid a premium shipping fee for quick delivery!

So much so that Customer Service no longer even acknowledges my email -- that I've been sending to them to follow up on the status of my oder (Order #6430178; Order status online shows NOTHING shipped) -- last I heard was on 6th May promising me that the order will be shipped 'today' -- & my 3 emails since seem to have fallen to deaf ears (actually, they are 'read' but..conveniently.. not responded to).

Is this what we expect from a market leader ?

For BB.com - I'll really really appreciate if you'd just fulfill my order ASAP now. Pls -- I have paid for it - it's not a 'gift'.

PS: I realise this may not be the right forum for this but I couldn't find any better and needed a means to vent out my spleen + let others know about my predicament here.

Nitin Malhotra

Ases · 05-12-2009, 06:56 AM

Probaly held up by customs, alot of people have trouble with importing through courier service, I always choose postal service.

RetardedNinja · 05-12-2009, 07:04 AM

That's actually really surprising. When ever I placed an order with them, its usually ridiculously quick. It's understandable that you would be upset though.

Ases · 05-12-2009, 08:14 AM

I don't think OP lives in the US

**Roxie** · 05-12-2009, 10:30 AM

Call them, you will most likely get a faster response, I bet it's stuck in customs. They should at least acknowledge your email though, that I agree with. They have a toll free number, so give them a call and find out what's going on.

gregeahh · 05-12-2009, 02:40 PM

Should be able to tell you something about your order in a few minutes. Thanks for your patience

EDIT... Your order had not been shipped yet to an error because of an item on it but it will go out today. I'll check again at the end of the day just to make sure

thatdamngoood · 05-13-2009, 12:26 AM

@Ases - Really ? I had no clue postal service was treated differently by customs. Thanks for the tip - I'll keep in mind for the next time. & you are right, I am not in the US but my last (albeit much smaller!) order arrived in 2 days (unlike this -- which has taken more than 11 days to even ship) & I had customer service respond to my emails promptly too.

At any rate, however, the order simply had not been shipped & incidentally, I received an email TODAY (the night of this post) that it has (FINALLY) been sent. I guess we know why -- because they would have read my post here. It's a pity that it's after umpteen emails & a post-out-of-frustration.

Still no acknowledgement though.
What also startles me is this statement on their 'Contact' page:
"Average e-mail response time for the last 30 days:
29 minutes"

Do they actually mean --- IFF there ever was one ?
I bet my dozen emails (with infinite response times) would have skewed this average into days.

Does anyone know if there is an escalation model ? I have only 2 email addresses - webmaster & service @ bb.com.

@Roxie - I would have called but have no means to call a US toll free number + the time difference is about 12 hours -- which doesn't make it any easy for me either.

@gregeahh -- thanks mate. I am not sure if you are part of the bb.com team but you sound like you are and honestly, I wish it hadn't come this far. Thanks anyway.

Nitin Malhotra

Ases · 05-13-2009, 01:41 AM

Yeah, if you use courier service to import stuff to Europe, you have to pay taxes somewhere around 10% I think. It gets here faster but don't think about ordering any 'borderline' supps because customs will check your package..

I always use postal services for my orders (10-15 orders now, all above 500$) and it takes about 12 days to get here. No customs check or taxes, so me and my friends can order all the stuff we want without it being confiscated!!

thatdamngoood · 05-13-2009, 02:04 AM

Thanks for the tip mate - I shall keep that in mind.
Hope that the order slides this time though..

gregeahh · 05-13-2009, 11:03 AM

Yeah i work in the ID warehouse. Glad we could help and hopefully u get your order soon

exy · 05-13-2009, 05:49 PM

Quote:

Originally Posted by Ases

I don't think OP lives in the US

It's international shipping. It must be an issue with customs or a back ordered item or something. OP have patience, your stuff will get there, though I know you are right.

Maxed Out Mike · 05-14-2009, 11:17 AM

Quote:

Originally Posted by thatdamngoood

m.

@Roxie - I would have called but have no means to call a US toll free number + the time difference is about 12 hours -- which doesn't make it any easy for me either.

Nitin Malhotra

To connect live with a CSR, use our online chat tool. It saves you the $$ on an international call and the time of waiting for an email response (which they are normally extremely quick), and puts you in touch with a live rep (not a computer an actual HUMAN right here at our office)

http://www.bodybuilding.com/store/email.htm

at the bottom of the page there is a link to chat with a rep under the line "Live Chat".

Its an awesome tool that is extremely beneficial to our non US customers. It looks like Greg from the Idaho warehouse set your order up but I will follow up on it as well just to make sure!

thatdamngoood · 05-30-2009, 06:55 AM

Thank you all for your inputs.
Just to close this thread out -- I finally received my order on the 21st of May - after 19 frustrating days. Not a happy customer at all but AT LEAST I have the stuff that I paid for..

It came in 2 lots - each of which contained 10LBs of EXACTLY THE SAME Protein powder and for some reason one of them (not both) attracted a duty. The system is so random, I can't even call anyone to 'ask'.

Anyhow - that just means that I'll try just the postal service next time. @Ases - thanks again for the tip mate.

Cheers folks!