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Review 9/23/2009
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I ordered 24 power cords expecting them to be delivered within 24-48 hours. They were not delivered. When I attempted to check order status a week later I was given an unable to process request at this time. Luckily they have a live chat. The following conversation took place:
Please wait while we find an agent to assist you...
You have been connected to George S.
George S: Hello Laura. Welcome to RitzCamera.com. I will be glad to assist you.
George S: Please stay online while I check your order.
George S: Thank you for waiting.
George S: The item in your order is an online exclusive item, which ships directly from our warehouse. Hence, I am unable to confirm the exact date of shipping.
George S: You will receive an e-mail notification once the order ships out along with the tracking details.
Laura Bell: How long does it generaly take before an order is shipped?
George S: I apologize for the inconvenience.
George S: Since the order ships directly from our warehouse, I cannot confirm the exact reason for the delay.
Laura Bell: Is there a way to contact the wharehouse to find out about the order.
George S: I shall forward a request to our shipping and handling department to try to get an estimated time of shipment.
George S: We will get back to you as soon as we receive an update from them.
George S: Is there anything else that I may assist you with?
Laura Bell: No, we expected the power cords in this week in order to utilize monitors we received without power cords. We are doing testing and are unable to meet the testing deadline now.
George S: I am sorry; I am unable to provide any exact date of shipment.
George S: I have forwarded the request to our shipping and handling department.
George S: We will get back to you shortly.
Laura Bell: ok, Thank you
George S: You are most welcome.
George S: Is there anything else that I may assist you with?
Laura Bell: no
George S: Thank you for visiting RitzCamera.com. Please feel free to contact us for any further assistance.
Thank you for using InstantService. You may now close this window.
Your session has ended. You may now close this window.
I then waited. I called them several days later and was told that a request was already submitted to their warehouse and that I would have to wait another 24-48 hrs. Which I did and the following conversation took place:
You have been connected to Patrick P.
Patrick P: Hello Laura. Welcome to RitzCamera.com. I will be glad to assist you.
Patrick P: I am sorry for the delay in shipment.
Patrick P: Can I have the order number please?
Laura Bell: 2440956
Patrick P: Thank you, Laura.
Patrick P: As per the records we have already forwarded a request to our warehouse regarding the estimated shipment time frame for the order.
Patrick P: We will get back to you with an update shortly.
Laura Bell: Ritz has had 48 hrs to obtain this information and forward it me. This has not been done. I can not wait any longer for you to provide this information. We have tests that are pending that require the power cords we ordered. I have been told to cancel the order and we will order them from someplace else that has guranteed they are in stock and will ship today.
Patrick P: I am really sorry for the delay in shipment.
Patrick P: I shall forward the cancellation request to our warehouse where the (item) will be shipped and try to cancel the order.
Patrick P: In case the order shipped before the request could be processed, you can refuse the package on delivery and we will process the return for a refund once the package reaches our warehouse.
Patrick P: Is there anything else I can assist you with?
Laura Bell: Forward me a copy of the cancelation request to laura.bell@hp.com and copy katherine.toups@hp.com so that we know the request was submitted.
Patrick P: Okay, Laura.
Patrick P: Is there anything else I can assist you with?
Laura Bell: How soon can expect the cancelation copy?
Patrick P: Once, the order is cancelled we will e-mail you.
Laura Bell: That is not acceptable. I need a copy of your email that you are sending or have sent to the wharehouse requesting that it be canceled.
Laura Bell: This way we know that it was requested.
Patrick P: Is there anything else I can assist you with?
Laura Bell: Yes, please send me a copy of your email that you are sending or have sent to the wharehouse requesting that it be canceled. Or transfer me the person who is over you in the chain of command.
Patrick P: Okay, I will e-mail you the request regarding the cancellation.
Patrick P: Is there anything else I can assist you with?
Laura Bell: Not at this time.
Laura Bell: Thank You,
Patrick P: You are welcome.
Patrick P: Thank you for visiting RitzCamera.com. Please feel free to contact us for further assistance.
Thank you for using InstantService. You may now close this window.
Your session has ended. You may now close this window.
I did not expect to receive the email as promised but waited a six hours and contacted them again to get the promised email. This is the string of IM conversations at that time:
Please wait while we find an agent to assist you...
You have been connected to George S.
George S: Hello Laura. Welcome to RitzCamera.com. I will be glad to assist you.
George S: May I have your order number?
Laura Bell: George S: Hello Laura. Welcome to RitzCamera.com. I will be glad to assist you.
Laura Bell: Order number is 2440956
George S: The item in your order is an online exclusive item, which ships directly from our warehouse. Hence, I am unable to confirm the exact date of shipping.
George S: We have already forwarded a request to our shipping and handling department to cancel the order.
George S: Your order will be canceled at the earliest.
George S: Since it is an online exclusive item, it is taking time.
George S: Please be assured that the order will be cancelled.
George S: Laura, are you online?
Laura Bell: Yes
Laura Bell: I requested a copy of the cancelation notice sent to the wharehouse for my records
George S: Is there anything else that I may assist you with?
Laura Bell: I was told that the person I spoke with this morning will send it to me. I have not received it yet
George S: You will receive an e-mail notification once the order is canceled.
Laura Bell: As I explained that is no longer acceptable. I have been waiting since last Friday for ya'll to contact me with shipping status information and have yet to receive it. Thus the cancelation
Laura Bell: I was told I would be forwarded a copy of the email that was sent to the warehouse requesting that it be canceled.
George S: I am sorry for the delay.
George S: We get back to you as soon as we receive the email from our shipping and handling department.
Laura Bell: I am not waiting on the shipping and handling department. Please foward me to a supervisor. Victor T has entered the session.
Victor T: Hello Laura. Welcome to RitzCamera.com. I will be glad to assist you.
Laura Bell: Good Afternoon Victor, What is your position there please?
Victor T: I am the supervisor here.
Victor T: I will be glad to assist you.
Victor T: Please stay online while I check your order.
Laura Bell: I placed order 2440956 with Ritz back at the beginning of Septerber online.
Laura Bell: I was under the impression when I placed the order that it would ship with 24-48 hours
Laura Bell: I have attempted to check status online several times and am repeatedly told that they are unable to process my request at this time.
Laura Bell: I contacted George S. last friday and a request for shipping information was sent to the wharehouse were my order is suposed to be. I was told I would have an answer within 24-48 hours.
Laura Bell: I called monday and was told that another request would be sent and it would be 24-48 hours before they received an answer
Laura Bell: I still have no answer today. So I called again today to find out the status and was told that a request for shipping status had already been sent and would be sent to me as soon as you received it.
Laura Bell: I told Patrick P that I needed the order canceled because I would place it elsewhere where I was guranteed next day delivery.
Laura Bell: He said he would send an email to the warehouse to cancel and that I would receive an email notification as soon as that occured.
Laura Bell: I asked for him to send me a copy of the email he sent to the warehouse canceling the order. He said he would send it to me. I have not received it yet
Laura Bell: The pattern here seems to be we will get back with you within 24-48 hours, but no one ever gets back with you. I do notice that it did not take 24-48 hours for the credit card to be billed.
Laura Bell: It was billed immediatly.
Laura Bell: Can I please get the copy of the email that was sent to the warehouse notifying them that I am canceling the order?
George S has left the session.
1:38 PM Laura Bell: Victor are you still there?
Victor T has left the session.
Your agent is experiencing technical difficulties. Please stand by while we re-establish contact or find a new agent...
All agents are currently busy. Please stand by.
Please wait while we find an agent from the RitzCamera department to assist you.
You have been connected to Angel White.
Laura Bell: Good Afternoon Angel, I was waiting for Victor T to get some information to me when we were disconnected.
1:57 PM Angel White: Please give me a moment
Angel White: We have sent a request to the buyers to cancel the order. You will receive an e-mail confirmation once the order is cancelled.
Laura Bell: This is what I have been told over and over and over again. I am requesting a copy of the actual email that was sent to the warehouse for my files. I have been told it would be sent. I have not received it. I need this in order to proceed with my work on my side. Please send a copy of the actual email that was sent to the warehouse showing you requested that my order be canceled.
Angel White: The cancellation request has to be sent to our warehouse hence it takes a little long.
Angel White: I apologize for the inconvenience but we can only send you an e-mail confirming that we have sent a request for cancellation.
Laura Bell: This is what I am requesting be sent to me.
Laura Bell: Please send it to laura.bell@hp.com I will wait on the line while you send it to me.
2:08 PM Angel White: Okay sure.
Angel White: We will send you the mail by today.
Angel White: Thank you for using our online help. Good bye and have a great time.
Laura Bell: Please forward it to me now. I have requested this information numerous times.
Laura Bell: I want to end this matter now.. I do not want to have to call you again this afternoon or in the morning because ritz continues to follow through with what they say they will do.
Laura Bell: I have to have this in order to complete my task on my side.
Angel White: You will get the mail by the end of the day.
Laura Bell: I have to place another order for cords and require this notice before I can complete the process. I am sure you understand.
2:12 PM Laura Bell: Please forward me to a supervisor
Angel White: You do not need to talk to supervisor, you will get the e-mail confirmation about the cancellation by the end of the day.
Laura Bell: With all due respect I have requeste to speak to a supervisor. Please let me speak to one.
Angel White: Please give me sometime while I get a supervisor online.
Angel White: This might take sometime.
Laura Bell: I didn't expect anything less.
Laura Bell: I will hold
2:16 PM Angel White: Okay.
2:21 PM Thomas Miller has entered the session.
Angel White has left the session.
Thomas Miller: Hi Laura Bell! Welcome to live help at RitzCamera.com
Laura Bell: Good Afternoon Thomas Miller, what is your position there at Ritz?
Thomas Miller: I am the supervisor here.
Laura Bell: I am having a problem getting any information other than we will call you when we get or you will get it later. I can no longer accept these responces to my request. No one has yet to follow through with any of them. I need a copy of the email that was sent to your warehouse to cancel order 2440956.
Thomas Miller: I am sorry Laura,but we cannot send you that email as we have a process and we need to follow it. However, we had sent a request to our cancellation department to cancel your order.
Thomas Miller: I can assure you that your order will be cancelled in another 24 hour.
Thomas Miller: It may be earlier than that.
Laura Bell: I have heard that same assurance from your staff before.
Laura Bell: No one has followed through yet.
Thomas Miller: I will personally send you an email once it get cancelled.
Thomas Miller: I apologize for that.
Laura Bell: Prior to cancelling the order I had been requesting shipping status............Since last friday
Thomas Miller: I understand.
Thomas Miller: If you can give me 24 hour I will make sure your order gets cancelled.
Laura Bell: Please be aware that I have retained every IM between your staff and myself since last friday. Every promise, ever "supervisor" that I was supposedly transfered to, ever assurance that you will finaly follow through with my request. And yes even the emails were your staff said they would send me a copy of the email that was fowarded to the warehouse. I will be filing them with the better business bureau. And I will also let everyone I know
Laura Bell: be aware that they should not not order with Ritz as they are unable to follow through in a timely manner.
Laura Bell: I am very disappointed
Thomas Miller: I am so sorry for that.
Thomas Miller: I had IM'ed the warehouse to cancel the order.
Laura Bell: Me too,....
Thomas Miller: Do you know our warehouse IM address?
Laura Bell: No I do not know the warehouse IM address.
Thomas Miller: Oh okay.
Laura Bell: If you want to give it to me I will contact them directly.
Thomas Miller: Don't you worry Laura your order will be cancelled.
Thomas Miller: Unfortunately I cannot give it to you.
Laura Bell: ok, I understand
You will notice the number of "supervisors" I spoke to and how especialy rude Mrs. White was. You can also see that 24-48 hours seems to be the standard reply for any and all occasions. Except when charging your credit card. That took 20 min.
If time is of no consequence and you do not care if you ever receive your order........Ritz is your company. But if you want prompt service, speedy delivery, and great customer service buy someplace else.
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