I recently made a purchase from Overstock.com through a gift certificate I received at work. I went online to choose my items and ultimately went to check out. I need to mention that I'd bought a voice recorder for my iPod that turned out to be incompatible with my version of iPod. So I returned it and expected the amount to be put back onto my gift certificate. Instead I was given "in-store credit", which amounts to another, separate gift certificate. When I went to check out with my latest purchases, I was unable to do so because only one coupon may be used for each purchase.
And here's where the fun starts: I contacted Overstock's online live customer support through and IM window and... well, just see for yourself.
| Welcome to Overstock.com's Customer Service Live Chat! You will be joined with a chat representative momentarily. Welcome to Overstock.com Customer Service, you are now chatting with Pamela. Pamela: Thanks for visiting Overstock.com, this is Pamela, how can I help you? you: Hi Pamela, my name is David. I'm trying to make a purchase using a gift certificate. But when I get to the checkout screen, I get the error message that something is wrong with my credit card info. I've called the credit card company and they found nothing wrong. I tried to use another card and got the same error. What's going on? Pamela: I'm sorry to hear that you are unable to place the order using gift certificate as a mode of payment. Pamela: I apologize for any inconvenience caused to you in this regards. Pamela: I'll check and will help you with that information. you: Thanks, Pamela. |
So far so good...
Pamela: On reviewing your order history, I see that you have placed the orders through gift card as a mode of payment and still now has not used the credit card as a mode of payment. Pamela: I request you to contact bank and once again verify the error caused to you. Pamela: I hope this information is helpful to you. you: Not really. I've used two different cards from two different banks and received the same error message on Overstock.Com. The problem must be with the order page. Pamela: Do you have further questions for me today? you: Can you place the order for me, please? Pamela: Sure, I can help you by placing the order for you. you: Excellent! Thank you. |
And here's where things got hairy...
Pamela: I'd like to let you know that for this order either the gift card amount of $xx.xx or $xx.xx will apply. Pamela: For the rest of the amount for the order you will have to use credit card as a mode of payment. you: I can't use both? Pamela: I'd like to let you know that for one order two discounts cannot be used. Since you have a split of $xx.xx and $xx.xx they will get applied as discounts during the check out process and only one amount can be applied. |
Just when I was about to pop a vein...
Pamela: Please stay online, while I check whether I can combine both the amounts to your account. you: That would be great! Thank you. Pamela: Thank you for staying online. Pamela: I got permission to combine both the amounts. Pamela: May I go ahead and place the order for you by entering the necessary data required. Pamela: *? you: Yes, please. Pamela: Thank you for the confirmation. Please stay online while I do the needful to you. |
Did she just say what I think she said??? ( ?)?)
Pamela: Thank you for staying online. you: My pleasure. Pamela: Did I explain the return instructions and the shipping time frame clearly to you? you: Yes. Thanks. Pamela: May I go ahead and submit the order for you? you: Yes. Pamela: Thank you for the confirmation. Pamela: Please stay online, while I submit the order and provide you the invoice number for this purchase. Pamela: Thank you for staying online. Pamela: I have successfully completed the check out process and have placed the order for you. |
Good grief, how BORING!!! And she took forever in between those displays of appreciation.
Pamela: Do you have further questions for me today? you: No. Thank you for doing the needful to me. It was very nice. :) Pamela: You're welcome. |
I'm such an ass sometimes.
Pamela: Was I able to resolve your issue today? you: Yes. Pamela: You're welcome. I appreciate your co-operation and patience. Pamela: Thanks for shopping with us. Upon closing this window, a survey will display. Your feedback is important, please complete this survey. It takes less than one minute. Pamela: Bye and take care. It was my pleasure chatting with you. |
I'll bet it was, too! And I didn't even have to pay the 1-976 fees.
I think we've all learned a valuable lesson here about the dangers of outsourcing customer service jobs overseas.
Nuff for now.