Introduction

On November 28th 2011 I placed an order on www.autopartsway.ca (@AutoPartsWay) - all went okay with checkout, payment processing - I even found a nice coupon code to save 10% off my order but when came time for Human to Human interaction... it was a totally different story - check out the tweets below. They're probably going to give this article a quick read once i've let them know I've written it so here's a copy of my transaction for their viewing pleasure. Image

The Tweets
(For the Full Story Read On after these Images of our Tweets)

...(Seriously - he called me a competitor...)

Facebook Stuff...

http://www.facebook.com/MikeeeHo/posts/10151057815120411

http://www.facebook.com/MikeeeHo/posts/268792956510362

The Story

Shortly after I placed my order, I received an email order confirmation from them which stated

Due to Legal Reason they contacted me and told me to take this quote down - BUT the jist of it advised that...
 - My Order had been receieved and is being processed
 - Orders are usually processed within 24 hours and to allow an additional 24 hours for orders placed over the weekend or holiday
 - lastly that I will receive a shipping confirmation by email once my order ships

Come Thursday (FOUR DAYS LATER) I haven't received any shipping confirmation from them I decided to check my order through their website. This time I noticed a tracking number next to my order and tried to track it on the Purolator website so I went to the purolator website and tracked my order. The Website displayed a page that said "We cannot track your order in your system, please give Purolator a call at our <Toll Free Phone Number>.

This started to raise some concern so I gave Puroator customer service a call and the CSR could not locate any information on this package as well - Now i'm really starting to get concerned. Then I called the lovely Autopartsway.ca Toll Free Customer Service Phone number - I was put in the queue for about 30 minutes and my call got disconnected by their system so I call again and was puy into the queue to wait on hold again. However I noticed a Live Chat Icon on their website and decided to give that a try.

Upon loading the chat window and entering in my information an automated message pops up from an agent to say hi. I say Hi back and type out my issue - "I'm trying to track my order through the Purolator Website and the website advises it can't find information on my shipment and to call Puroaltor at the toll free number. I called Purolator and the CSR also advised she could not locate my shipment." I waited 5 minutes and my chat was disconnected. So I think "Okay technology fails sometimes so lets give this a go again".

I launch a new chat window and get my automated hi. I say Hi back and type my issue again, a few minutes go by again and finally I get a response. Their response was "Check your tracking number on the purolator website" and disconnected the chat. I thought that was quite rude to just disconnect like that.

At this point i'm still waiting on hold on their telephone system so I figure i'll keep going with this chat since I was actually able to reach someone there BUT this time I opened Chat Sessions up in Firefox, Chrome, Internet Explorer. All chat windows loaded fine with no conflicts and I was even chatting with the same CSR but in 2 different browsers. But at the end of the day all they kept telling me to do was check the puroatlor website however on one occassion a CSR provided me with a link to the purolator site with the tracking number - all to be disconnected without a conclusion. So I said fuck it - gotta get back to work c/ I have more important thing to do with my time than TRY AND REACH SOMEBODY FOR A SIMPLE ANSWER TO "HAVE YOU SHIPPED MY PRODUCT OUT OR NOT"

Eventually my product arrived but I just can't believe the display or customer service this company put out from the useless information in the live chat to the accusations via twitter and NOW I have awesome Email Exchanges to post (I just need to find out if i'm able to c/ they have a confidentiality disclosure in their emails which goes a little something like this...

"This e-mail and any attachments may contain confidential and privileged information. The information cannot be published or displayed to any third party. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Unless otherwise stated, opinions expressed in this e-mail are those of the author and are not endorsed by the author's employer. "

So.. what happened after all this.

1) They Sent me an email offering 10% off my next order

2) They also sent me TWO Gift Baskets from Blomex

At the end of the day it looks like they do have a little customer service in them...