phand wrote:Dear Wooters,
Yesterday I ordered the BenQ short-throw projector on tech.woot for my mom's non-profit in SoCal, paying the 2-day rate so it would arrive there in time for my visit so I could help her set it up for an early January presentation.
The one-click order process set the shipping address to my own home address, so right away I sent support an email to please correct the shipping address:
I got the following response 10 hours later:
Re: Woot Order #42946715 - please change shipping address - Your Case # CAS-110555-X8T0J6 CRM:0010291
Thank you for taking the time to email us. We appreciate your concerns as well as your business.
In an effort to streamline our shipping process, orders are now processed to ship much faster. As a result, unfortunately, we are unable to alter or cancel your order. Please understand this does not necessarily mean your order has shipped but rather that it has reached the point in processing where it is unable to be cancelled.
We apologize for any inconvenience.
So woot has wasted my 2-day shipping dollars and "streamlined" me out of a chance to deliver something important to someone I love in time for her to make use of it for charitable purposes.
I have followed up twice since receiving the above reply and received only auto-responses.
I've enjoyed being a customer of woot's various online overstocks over the years, I even bought a razor scooter here recently.
But the projector was my last purchase. The service has become so poor that woot's low prices are now a false economy.
I will look for deals elsewhere and no longer do business with woot.
Happy Holidays and Caveat Emptor!
Conflicted thoughts reading that. I understand that getting automated responses doesn't help (I can't imagine woot's getting better with so many different things to ship now), and I can understand why you would hope you could change the address to the other address soon after the error.
On the other hand, this is woot, and they operate with a minimal customer support service it seems quantity wise, and that hasn't changed over the years. If woot's trying this hard to get the products out in time for the holidays, they have to speed the whole process up to deliver.
I feel for you, but if it were me, I would hope woot could correct the address (and in a normal business day, they probably would have a bit more leeway), but given their extra efforts to deliver the products fast this week and the request to get it out quickly, I would never expect them to correct my error this week either. This is woot, after all, nothing different in my mind (and I'm using a different username from before, so yes, I've bought multiple products here for several years).
Woot screws up PLENTY of things/times, but I'd side with them more on this one. Hope they can do something to help regardless.