Christopher O.
Yelp
UPDATE: No.
Not accurate.
I received two shipments from Midtown after the address change prior to this incident.
Therefore the explanation being provided to you is inaccurate, I invite you to look further into this issue.
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Incredibly disappointed. I've been an online subscriber for a couple years now. Things were good. I filled out my Previews orders and would occasionally order books in addition to my scheduled order.
I set up my delivers to arrive every other week, usually they arrive on Saturday of the week they were shipped.
Occasionally they'd get delayed until Monday.
This past week Saturday came and went and no books arrived. Monday came and went, still no books, the same on Tuesday. So I decided I'd better check with them... And thus entered my journal into the realization that Midtown Comics has ZERO customer service skills.
They wrote back to me saying my books have shipped, and they were delayed because they had a big sale.
I was annoyed but decided to let it go, my books were on their way.
On Thursday, they write to me to verify my address? This strikes me as odd since they'd stated my books had already shipped. So, I write back, verified my address and asked about my books.
They informed they hadn't shipped yet. They were busy and they would go out today or tomorrow.
I called in and spoke to Rob at one of the stores, he informed me he was the General Manager, nice guy, apologized but ultimately did nothing to help the situation.
He said the supervisor of the online deliveries would contact me... What I shock, no calls, no email, no one at Midtown really cares.
It's Saturday, my books still have not shipped.
Oh, did I mention I paid for these months ago?
So, to recap:
1. MidtownComics failed to live up to the agreement we made when I ordered the books (shipping every other week).
2. Neglected to perform basic customer service of notifying a long standing customer their books wouldn't ship in time when they realized they had an issue.
2a. You'd think regular subscribers who you've taken money from months in advance would get some sort of scheduled drivers no matter what sale actually took place... Wouldn't you?
2b. That's me thinking about customer service again...
3. Lied and said the books shipped when they didn't -- Yes, LIED, as their system would be able to tell which shipments were sent and which ones weren't.
4. When I followed up, instead of owning up to their mistake, they said they didn't tell me the books shipped.
5. When I attached the email showing they in fact did say they shipped my order instead of admitting they were long, they IGNORED it
6. They at no point took any action to try and rectify the situation
7. Again, it's worth repeating they took NO action to rectify their mistake or their lie. NONE.
8. When I followed up with Rob, the General Manager, he said he couldn't do anything. Maybe it's just the industry I'm in, but how does a General Manager not have the ability to rectify a customer issue?
9. The fact that every email response I received showed they had absolutely no concern for me as a customer, nor did they acknowledge they did anything at all wrong.
10. At this point I honestly have no idea if I will ever receive any of the books I've paid for.
Poor customer service. May I please recommend ANY other online service for your comics so you aren't dismissed by this company as I've been.
Again, it's Saturday, and the online supervisor who was supposed to call me... Still hasn't. Well, he/she is probably at home reading comics... I wish I was.
I really hope someone at Midtown who actual has authority reads this, I'd love to know if they think what's happened to me qualifies as anything other than a total failure on Midtown's part.
Updated 4/1/19
While I wish this was an April Fools joke-- It's not.
I waited until after 1:30pm, I still hadn't been called by the online supervisor so I called back in.
I got ahold of the manager
He knew nothing about me and says Rob, the General Manager hadn't sent him anything.
We went over the situation, he was distant and uncaring. Denied they lied to me until I read the email aloud to him, then he confirmed I was right.
I let him know I would no longer be ordering from them, his response, "yeah, well, okay."
We spoke for a couple more minutes as he, I'm trying to be nice, rabbles as if he were at a loss for words until, "well, it's sucks the delays caused the delay, kinda like a broken window."
Again, does anyone from MidTown monitor Yelp?
Does anyone from Midtown care you just lost a customer?