I placed an online order for store pickup of a camcorder. The item was listed as available in the store.
I got an e-mail shortly after stating that the item was not available in the store and offering to ship it to me at no extra charge. The item was a gift and it looked like I would get it in time. As a result, I requested that the item be shipped to me. A few days later, over the weekend, I received an e-mail stating that my item had been shipped along with a UPS tracking number.
I checked the tracking number on Monday and Tuesday and got messages stating that the tracking number was not found. I called customer service on Tuesday and was told that the tracking number was wrong and I needed to call UPS to get the right tracking number (????). I didn't agree with this and asked the rep to call UPS while I was on the line. She called and found that UPS could not provide her with any information.
I asked to be transferred to a Superviosor. I was disconnected 3 times and finally reached a supervisor on my 4th attempt. After about 25-25 minutes more the Supervisor informs me that the item is not in stock and was never shipped. They will credit my account (which will take 3-5 business days) and offer me 10% of my next online purchase.
I needed the item by the next day!
I ordered the item from a place in NY and received by the next day!!! The second merchant provided fabulous service.