OTCWholesale Arvostelua 2

Attempted to return an unopened, undamaged item and customer service rejected my claim. I paid to have the item returned as well. Tremendous waste of money. Customer service argued with me about the claim “unopened.” In the end they said, “we’re sorry you feel this way.” If they are sorry do something to make it right.

"How may I provide you with excellent customer service today?" Not like this.

I went to OTCWholesale to buy insulin syringes for my diabetic cat. I selected a product, went to the shopping cart to confirm my choice, and clicked the CHECKOUT button immediately below the cart contents.

The next page was for address and payment information, but I didn't see the shipping cost anywhere. And the next available step was to complete my order.

I used the Contact Us form to tell OTCWholesale I couldn't find a way to see what shipping would cost before charging my credit card so I didn't place an order. I encouraged them to include some kind of shipping estimator.

Here's their reply, and it was formatted in 1/2 inch tall letters:

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Matthew, We received your recent inquiry. I’m actually shocked by your question. Where you actually on our site? In the check out? Is this a spoof email? Our site specifically is set up that if you have something in the cart, you are able to input your ship to zip code and state and see an accurate representation of the shipping options and costs. I am unsure if you simply didn’t scroll and see the shipping calculator or not but it’s definitely there and as clear as we can make it. The shipping calculator is available the page BEFORE you even input your first name and is part of “Step 1” for checkout.
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I re-checked the shopping cart page and sure enough the drop-list of shipping choices and prices was off-screen *below* the CHECKOUT button. On all the other shopping sites I have used I had never before seen a crucial checkout step *after* the checkout button.

I decided to be nice and I thanked Catherine for her reply, told her my email wasn't a spoof, I has indeed been to the website, and as she hinted I had not scrolled completely down the page. I said the visual clues suggested the CHECKOUT button was the proper next step.

But still... Questioning whether a customer was spoofing you and hadn't even been to the website? Emphasizing the shipping choices were unmistakable? Copping a defensive attitude rather than a helpful one? And these people are in business with customers? Yikes.

Here's a hint for Catherine and all other uppity people: You can turn to your coworkers and say "Jeez, another moron is wasting my time, would it kill this guy to scroll down the whole page?" But when you compose your reply to the customer, change your tone to at least PRETEND to care. "I'm sorry you weren't able to find the shipping options, they are below the CHECKOUT button and may have been off-screen causing you to miss them. For your convenience, the shipping options are [list]."