#BSCUserExperiences On January 3rd, I had the misfortune of buying a Christmas tree on sale at this store where my family and I were customers; we hope to never pass by again! It all started after I made my purchase; no one could locate my order. I contacted customer service, and they ended the conversation in my face, saying the system crashed. A LACK OF RESPECT, BUT THAT WASN'T EVEN HALF OF THE FRUSTRATION THAT AWAITED ME. The next day, after much delay and humiliation, the response I received was that the order did not exist, despite having screenshots with the order number and charges on my credit card statement; I was deceived again.
We went to the physical store 4 times, wasting time to find out where the order was, and every day I went, they asked me to come back again. Despite the politeness of the attendants, they could not find it in any way, even with the evidence in hand; they could do nothing!
I tried to amicably contact online customer service, where they committed to opening an internal request to try to locate what had happened and where that damned tree was. They said they would contact me when they found it or had an update, AGAIN DISREGARD, THEY NEVER CONTACTED ME IN ANY WAY, NEITHER BY EMAIL NOR BY PHONE.
When we finally went to the store after almost a month since the purchase, the order was found, and it was in the store. I was momentarily happy, however, according to the store workers, I could not pick up my Christmas tree because the order was marked as returned, AND NO ONE REQUESTED THE RETURN, because it wasn't even in the system to track, let alone request a return. According to the store employee, there had been a SYSTEMIC ERROR on the website, and the order had been canceled without me even being notified!