Jared Jewelers - Order Online and you waste your time! - Raj Wadhwani - ContactCenterWorld.com Blog
How stupid is this! I have tried several times to order some watches online and my card company has provided authorisation to debit my card but the folks at Jared won’t authorise the purchase and told me I have to go in store to place a special order. I don’t live near a Jared and put my point across to David then his supervisor Amy. They have received authorisation from my card company it don't trust BMO or me apparently even though I wanted the watches shipped to a store where I will be next week! How stupid is that! My card issuer has given them the authority and set aside 2 authorisation amounts for 2 orders Jared has now declined. Amy said its nothing she could do so I asked to speak to Authorisations there – surprise surprise they don’t take calls! Then all of a sudden when I said well how are we supposed to resolve this, Amy said they need photo ID - every heard anything so stupid? Jared, if you want photo ID for online orders then you are barking mad – why have an online store with such a ridiculous process?! Service like this frustrates me - no logic and I have wasted hours trying to do business with them. I love the industry but hate being on the receiving end of service like this because I know it tarnishes all the good things great centers do out there.
So Jared won’t get any of my business and this makes for an interesting case study to share in service (not)!
Footnote – we don’t have any members at Jared – maybe Mike Light the CEO should enrol some of his staff to hear how the best in the business do it!
Publish Date: February 20, 2013 10:37 PM