Our store was deactivated - with NO notice.
Three days later, our fulfillment house wrote to say they couldn’t get into the site.
After 45 minutes of blindly searching around, we reached out in chat, and were advised that the department responsible would reach out. They sent an email asking for documentation, and we sent it within 4 hours. No reply, and no reply to the four followup emails we sent.
Chat 4 days later - The team is on it, and your account is important to us.
Nothing, and no followup.
Chat 3 days later - The team is on it, it has been escalated to our internal team, yes, they have your documentation, and your account is important to us - we’re so sorry you’ve had to wait - it should be resolved within 48 hours - maybe a bit longer. I promise to follow up on this and make sure it gets taken care of.
Nothing, and no followup.
Chat 2.5 days later - The team is on it, it has been escalated to our internal team, yes, they are reviewing your documentation, and your account is important to us - we’re so sorry you’ve had to wait, and understand your frustration.
All told - three hours in chat, with repeated assurances that our concerns were important to them:
“I really understand the urgency of this matter. Please rest assured that our internal team is actively working with the issue, your patience and understanding is highly appreciated.”
That’s great, but the site has been deactivated for 10 days now. TEN DAYS. And we’re only selling a SINGLE BOOK, so it’s not like it’s a complicated account.
Absolutely, positively the worst customer service I have ever experienced in my life, without exception.