HELP!! Target.com.......

[cluelyss18]

I need to vent, and I think I need help.

Last month I ordered a tv stand with an electric fireplace from Target.com.
The room the fireplace was ordered for was under renovation, so when the package came in mid Nov, we placed it aside until the room was complete.

Last night I started to build the unit...only to find out THERE IS NO FIREPLACE.

I have called target.com multiple times over the last day. First time I called I was placed on hold for 10 minutes only to be disconnected. Upon callback, a different person answered and after being placed on hold, AGAIN, for 10 minutes was told that my 'problem' is beyond his level and I need to speak to a supervisor. Of course, none were working at that time so I had to call back today. I called back earlier today, asked to speak to a supervisor, was told I needed to explain the situation to whoever answered and they will decide whether I need to be transfered. Fine, I do, and of course they tell me I need to be transfered. Oh but after waiting 7 minutes on hold I'm told all supervisors are busy at the moment so I would need to call back. This evening I called back again. I was yet again told "NO" when I asked to speak to a supervisor. The male asked "Why do you want to speak to a supervisor?" I said "Because the last few times I called, I was told I need to speak to one since my problem is above your level" He told me that he wouldn't transfer me until I explained the problem and he researched it. Again, I am placed on hold for another 10 minutes. He comes back saying "I will need to transfer you to the supervisory dept, is that ok?" ..."Uh, you mean the dept I originally asked for?"..
So yet again I get transfered and this is what the high and mighty supervisor had to say "are you calling about the Davidson Mantel?" I said "Yes, there is no fireplace" She says "Well did you rec'v an e-mail concerning this matter?" I said "No, if I had, I wouldn't be calling"..."Let me check for you"..."Oh, well, that item was shipped without the fireplace, so there is now an investigation going on about why that was done, when the investigation is complete, you will rec'v an e-mail letting you know whether you will rec'v the missing item or not"....SERIOUSLY?? I asked why I wasn't told about this matter from target.com originally when it happened if they were aware of it, and why can't they just ship the missing part? I mean, come on! I have a tv unit now half built in my basement, and I don't know whether I should continue building or not. I am not packing all that back up by the way. So I told the girl I wanted to speak to someone higher than her that could help me or at least give me answers I would comprehend. I was placed on hold and after 17 minutes I gave up.

I have tried searching the website for a better contact number, since called wont get me transfered to someone I need. I tried the contact form to send an e-mail but am limited to a short paragraph.

Anyone have any experience with this?? I am stuck at work until 4am now, but if I were to go to the store tomorrow would they be able to help me??

Mind you, the most frustrating part about this whole ordeal is not only did I save for quite a while to get the unit I wanted, but I can't get anyone who speaks english!!! I couldn't tell you anyone's name who answered the phone if my life depended on it.

 

[Straycat]

Sorry to hear about your TV stand/fireplace problem. I always wanted one of those, hope you get the issue fixed soon.

While I don't work for Target, I work in e-commerce and understand what you are going through. The customer service reps on the phone are just following policy. It sounds like their policy is that they cannot transfer a customer to the supervisors (who are extremely busy this time of year) unless they have the order number and know the issue. Also, they can only sit on hold for a supervisor for x amount of minutes. Lots of times, customers (not you) will have the mind set of 'only a supervisor can help ME' and it really is a problem that could have easily been solved by a normal rep. Also, if the rep can give the supervisor the quick run down of the issue, then the problem can be fixed quickly so they can move onto the next supervisor call. I'm sure at any other time of year, Target.com is a perfectly great company to deal with and you could get through to a supervisor very quickly.

I'd give up on the phone thing right now or try calling very late or very early. My suggestion would be to send a brief email. 'This is my order number, I'm missing the fireplace portion of this item, there should be notes on my account, please have a supervisor contact me via phone with a resolution. My contact # is blah'.

Even better, I would pull out your instructions and find the manufacturer's contact information and call them tomorrow. If the phone number is not listed, find the name and google the phone number. I'd almost bet that the fireplace/stand was shipped directly from a manufacturer. Target is the middleman at this point. You can bypass Target and get a quicker resolution from the manufactuer, who probably isn't nearly as busy right now and knows of the issue already and would ship the part right out to you.

Good luck.

 

[scrapquitler]

I need to vent, and I think I need help.

Last month I ordered a tv stand with an electric fireplace from Target.com.
The room the fireplace was ordered for was under renovation, so when the package came in mid Nov, we placed it aside until the room was complete.

Last night I started to build the unit...only to find out THERE IS NO FIREPLACE.

I have called target.com multiple times over the last day. First time I called I was placed on hold for 10 minutes only to be disconnected. Upon callback, a different person answered and after being placed on hold, AGAIN, for 10 minutes was told that my 'problem' is beyond his level and I need to speak to a supervisor. Of course, none were working at that time so I had to call back today. I called back earlier today, asked to speak to a supervisor, was told I needed to explain the situation to whoever answered and they will decide whether I need to be transfered. Fine, I do, and of course they tell me I need to be transfered. Oh but after waiting 7 minutes on hold I'm told all supervisors are busy at the moment so I would need to call back. This evening I called back again. I was yet again told "NO" when I asked to speak to a supervisor. The male asked "Why do you want to speak to a supervisor?" I said "Because the last few times I called, I was told I need to speak to one since my problem is above your level" He told me that he wouldn't transfer me until I explained the problem and he researched it. Again, I am placed on hold for another 10 minutes. He comes back saying "I will need to transfer you to the supervisory dept, is that ok?" ..."Uh, you mean the dept I originally asked for?"..
So yet again I get transfered and this is what the high and mighty supervisor had to say "are you calling about the Davidson Mantel?" I said "Yes, there is no fireplace" She says "Well did you rec'v an e-mail concerning this matter?" I said "No, if I had, I wouldn't be calling"..."Let me check for you"..."Oh, well, that item was shipped without the fireplace, so there is now an investigation going on about why that was done, when the investigation is complete, you will rec'v an e-mail letting you know whether you will rec'v the missing item or not"....SERIOUSLY?? I asked why I wasn't told about this matter from target.com originally when it happened if they were aware of it, and why can't they just ship the missing part? I mean, come on! I have a tv unit now half built in my basement, and I don't know whether I should continue building or not. I am not packing all that back up by the way. So I told the girl I wanted to speak to someone higher than her that could help me or at least give me answers I would comprehend. I was placed on hold and after 17 minutes I gave up.

I have tried searching the website for a better contact number, since called wont get me transfered to someone I need. I tried the contact form to send an e-mail but am limited to a short paragraph.

Anyone have any experience with this?? I am stuck at work until 4am now, but if I were to go to the store tomorrow would they be able to help me??

Mind you, the most frustrating part about this whole ordeal is not only did I save for quite a while to get the unit I wanted, but I can't get anyone who speaks english!!! I couldn't tell you anyone's name who answered the phone if my life depended on it.

First, call/write your credit card issuer and dispute the charge (you have to do this within 60 days of the charge, I believe, so do it now. If it gets resolved, the cc company will fix it). This way the CC will be on your side and look into the matter from their end.

Second, look in the paperwork with the assembly instructions for the unit and call the manufacturer and tell THEM what happened and see if perhaps they can do something about it. Maybe there was some kind of delay on their end and they know about the problem and can tell you what's going on. If not, maybe they can help you by sending the fireplace part directly to you.
It might not help a lot, but at least it will make you feel like you have done something, and maybe you'll get some kind of result.

 

[vicki_c]

I agree - quit with the telephone. It is the absolute worst time of year to try and speak with a retail manager. Send the form using the "contact us" link - I just typed this out and it fits right in the box, with room left over. You don't need any more detail than this.

"When I unpacked my (name of item), it is missing the fireplace portion of the unit. I would like to have the missing item sent to me, or else return the original item and receive a complete replacement with all the parts. Please have someone contact me as soon as possible. If I do not hear from Target within 5 business days, I will be disputing the charge with my credit card company."

All of the rest of the information (order #, your name, phone #, etc.) are in the other sections of the form.

I would expect that you will get an automated e-mail back within 24 hours saying they received your e-mail, and then within a day or so, hopefully they will contact you. I find using the company's contact form in most cases to be the most effective approach for website purchases.

 

[sksjasams]

I agree with previous posters - contact the manufacturer not target.

Almost all of the furniture in our house is made from ready to assemble kits bought online. I would say at least 2/3 of the time there are either damaged pieces or missing pieces. I always contact the manufacturer and every single time they have been more than helpful and sent out the pieces right away.

At least in our experieinces, there is always a toll free number right on the instruction booklet.

Good luck!

 

[mbf]

I have been having the same issue with Target all week!!! I ordered a video game back in October and it never showed up. At first I thought it was on backorder and then I kind of forgot so I have been calling and EVERY SINGLE TIME I get disconnected! The rep will put me on hold for something and then after a few minutes I realize I have been hung up on. This has happened several times now. When you go to their website to click on the link to email customer service it just goes to the main help screen.

Finally, out of frustration, I posted a nasty little note on their FB page asking why I always get hung up on when I call and why there is no good link to email CS. They commented back and gave me the email address to contact as well as a reference number. We will see what happens...

I had a lot of trouble with Kohl's online last year and I have not ordered from them or shopped there since. I really hold a grudge when it comes to poor customer service.

 

[kaytieeldr]

If you still want to try the phone route, go to the library and ask to see their copy of Herter's. You'll be able to find 'high-up' contact information for Target.

But you can see FaceBook works well too .

 

[malibuconlee]

Target isn't great about returns...

I wanted the Eddie Bauer wooden high chair when I had my daughter. Of course I didn't put it together right away, I waited until I needed it. They still carried the same item. Mine had been purchased by my in-laws online and delivered since we lived out of state.

When I opened the box it was banged up. Took it to the store with the shipping receipt and they said since it was over 30 days they wouldn't be able to do anything that I would have to contact the manufacturer. Ended up not being an issue because it got a lot more banged up with use LOL

But I learned my lesson, I tell people who register if they get something from Target to take it out of the box and set it up right away even if it's somethng that won't get used for a long time.

 

[mbf]

Wanted to let you know that at the advice of the Target FB CSR I emailed guest.services@target.com with my reference numbers (given by the CS line before they hung up on and also by the FB CSR).

I gave them the whole story and received an email back (I think computer generated) that they were processing my return and that I should I return the item either by mail or to my nearest Target store!!! If you recall, I never received the item to begin with! I was livid so emailed back and really let them have it for not addressing my issue. I told them how can I return an item that was never received? (Lots of caps were used)

Anyway, I received an email that my credit card is being refunded and also they are issuing me a $5 E Gift card at some point to make up for the fact that I told them that the item I purchased would not be available to me at that price anywhere else (it was a sale, with a $5 off code, and free shipping). I would have preferred they just send me the game (which I told them) because now I doubt it would get here on time from the site. I may get it at the store but I am not sure I will have time as we leave for WDW next Wednesday and don't come back until the 20th. It was a Star Wars Light Saber Duels game and I was really excited to give it to DS for Christmas after having been to HS.