Monday, February 03, 2014

No Good Deed Goes Unpunished

For Christmas, I purchased a new winter coat from my husband from Dick's Sporting Goods. Apparently this was a mistake that would continue to haunt me a full month later.

You see, I ordered one jacket. They sent one jacket. Then a few days later, I received a second jacket for no reason whatsoever.

I called the company. I didn't want two jackets, you see. I only wanted one. I'd only paid for one, looking at my bank account. No problem. They'd send me a mailing label that would allow me to "conveniently" send it back. I just had to drive across town to UPS, wait in line, and we'd be all done.

The torture had only begun.

I sent the jacket back and forgot about it. Then, about two weeks later, I received an e-mail that my return had been processed and my account was being credited for the returned jacket. A jacket I'd never asked for...nor had I ever paid for it.

NOOOOOO!

I called the company. They acted like I was inconveniencing them by asking them not to credit my account hundreds of dollars that I'd never even paid. It was too late, they said. Seriously? They wanted me to just keep the money?


No problem. They'd just charge the credit card again. It took days and, in the meantime, my credit card expired. They sent me an e-mail saying they couldn't charge me. But let them know if they could do anything else. Bye-bye.

Confused yet? So was I. So was the customer service person I had to call. At that point, I was basically begging Dick's to charge my credit card. At that point, the customer service reps were also putting me on hold a lot to "check on something."



They'd have to have someone call me back, they said. Days passed...nothing.

Finally, after receiving the seventh or eighth customer service survey, I filled it out in a very strongly-worded manner. My adventure goes like this: I ordered one jacket. I paid for one jacket. They sent a second jacket. I sent the second jacket back. They gave me hundreds of dollars. That all totals up to: one free jacket in my house. It was as if I walked into a store and stole a jacket, as far as I was concerned.

That should have been enough, but that one angry e-mail led to something like five separate phone calls from customer service reps. One customer service rep charged my card, then another called to say she was calling to charge my card. When I told the second customer service rep it had already been taken care of, she said the system didn't show that. Ugh!

The moral of the story? Dick's Sporting Goods needs a better system. I'm pretty sure 90 percent of the population would probably not be this honest, especially when the company makes it so very difficult to do the right thing.

What would you have done? Am I crazy for trying so hard to do the right thing?