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2022-12-23
2/5
Love their products; shipping and customer service are poor
"Ordered two hard drives and some RAM, Sun Dec 18, around 3PM EST, standard shipping. Received a confirmation immediately. Received an email on Tues 12/20 at 10:17am EST, stating "The following product(s) have shipped," with all ordered products listed. I think all reasonable people would agree that "have shipped" means has departed the seller and has been picked up by (or at least placed to be picked up on that day by) the shipper. Apparently, Crucial has some different interpretation of this very straightforward phrase . . . I tried their UPS tracking number more than 24 hr later on 12/21. Not recognized by UPS. Called to complain. Rep in India read from some script saying "tracking numbers may take 24-48 hr to show up on tracking web app - call back if it does not show after 48 hr." Not particularly happy with that explanation for how "shipped" might mean that the tracking number is not active for 2 entire days, but agreed to do that. More than 48 hr later (12/22), UPS still does not recognize the tracking number. Call back. Now I am told by another rep in India "you need to wait another day. If it still does not register in the system tomorrow we will escalate the issue. Here is a case number." Really unhappy, but she would not send my call to the next level help person, despite my insistence that 48 hr was too long - so I gave up. Finally, the evening of 12/22, the tracking number is recognized by UPS, but with the message: "Shipment Ready for UPS." On 12/23 noon, EST, STILL the same message, with the details stating, "12/22/2022, 5:11 P.M., Order information received." No further activity on this shipment. Definitely still not picked up yet. So I try to call customer service to now with my case number ready, to have the promised escalation of my complaint. But Crucial customer service is CLOSED from 12/23 - 12/26. Am I supposed to believe that the rep I spoke to the day before did not know this? No way - she was just trying to get me off the phone and had no concern whatsoever about my satisfaction with my order. So, in summary, for my order that was placed on 12/18 and supposedly SHIPPED on 12/20 at 10am, it is actually STILL NOT in the hands of the shipper more than 72 hr beyond the stated SHIPPED day and time. At this point, I don't expect UPS to be able to access this shipment until Crucial is open again (assuming all is closed for the holidays) until 12/27 (which would mean 9 days after placing my order, it is finally PICKED UP by the shipper, to then spend another several days slowly making its way to me). So 2 stars ONLY because I know the products are top notch. If I was reviewing shipping and customer service only, it would be NEGATIVE 5 stars for communicating what can only be called lies about when "SHIPPED" products have actually left their facility, and then failing to even minimally address my complaint about a paid for product, listed as shipped for days, that probably had not even been packaged for shipment yet."
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