Daryl M.

I recently placed a very simple order: 2 wireless charging docks for my sansung galaxy S6. Expecting delivery in a few weeks, I was very happy to get a package from Woot! In the mail three days later. I ripped apart the small bubble package they sent me, only to have that happiness disappear in an instant. They sent the wrong item.

Instead of receiving 2 wireless charging docks, they sent me a single Micro USB to HDMI converter cord. "Alright, I'll just talk to their customer service and have them send me the correct order" I thought to myself...

This is when their lack of communication and terrible service structure completely ruined my first experience with their company.

I sent them a polite "Hey, you guys sent me the wrong item" email, and got a response within 8 hours "Your refund has been processed and should reflect on your original payment method in the next couple of business days". "Alright, It's over at least" I thought to myself as I actually found the same item from china for 4.99 each instead of woot!'s 27.99 price.

A few hours later, their customer service sent me another email, saying "Hello,

I am sorry for the incorrect response sent you in the previous mail, we kindly request you to ignore it.

Upon checking your concern towards the item I am sorry to hear the item(s) you received is not as expected. Unfortunately we do not have any replacements available to send you. I have initiated an RMA (Return Merchandise Authorization) to return your order and created a prepaid return label."

So I print out my label, package the cord I never ordered up in it's original packaging and am just about to head out to drop it in the mailbox when my phone beeps saying I have another new email... Low and behold, it is again from "Woot!"s confused customer service department.

"Hello,

We are very sorry to hear that! If you believe there is an error from our end, we request that you send us photos of the items. You should be able to attach them directly to a reply to this email. If you are unable to get them to attach, you can send them directly to us at *******@woot.com. If you do it this way, please be sure to include the order number so we can easily find your information. Once we have that, we can investigate your options for you further. We apologize for the inconvenience."

So now... I need to tear off all the tape I just bundled onto the cut package to mail out, so that I can send them pictures of what I recieved... AFTER they already told me to print out a prepaid mailing label and mail the wrong item back to them... I am gritting my teeth at this point, as the complete lack of communication between their support staff is driving me bonkers... It should be obvious at this point why they have lost a lifetime customer at this point... I actually begin thinking this is all part of a scam they do to con people out of their money intentionally.

Nonetheless, I unpackage the cord, snap photos of it with the original receipt and email it to them as requested. And THEN re-package the cord and drop it in the mailbox.

A few hours later, I get another email reply which reads as follows:

"Hello,

I'm so sorry about the problem you had with your item. Unfortunately, we do not have any replacements to send you. We have two options: (1) We can issue a partial refund in the amount of $10.00(for both the items) and you keep the item, OR (2) We can issue an RMA with a prepaid return label and you can return it for a full refund. Please let us know how you would like to proceed.
"

Let me remind you, I paid $64 for these two wireless charging docks, and now they are trying to offer me a refund of 10 dollars to keep an item I don't even want. So naturally, I explain to them that I already mailed the package out, that their communication between customer service reps is horrendous and that I want ALL of my money back.

The rep replies back with:

"In order to return the item for full refund, please use the label and paste it on the item and return it back to us.

Your refund will be processed once we receive the item and should reflect on your original payment method in the next couple of business days. This time frame may vary from one financial institution to another.

I hope you understand our limitations."

"Alright, it's in the mail, I am all set for a full refund once they recieve the item" I think to myself... So I wait about a week and they eventually send me an email stating "Woot! Has recieved your item"

Another few days goes by and I recieve another email... Stating that 27.99 has been refunded onto my account... I am FUMING at this point... Because even after telling 6-7 different customer service reps that I bought TWO chargers, and only recieved ONE item I never ordered... they only reimbursed me for ONE charger.

My email back to their customer service at this point is not very nice... I had to threaten to bring the company to court before they would actually refund my entire order. After serveral days, and several other emails from their customer service department which seems to have ZERO communication with its other members, I finally recieved my second refund... in two parts... Because yes, their customer service reps are that inept.

Even though this company is owned by Amazon, it does not have anywhere near the customer service of its parent company, and they will make life difficult on you any way they can.

Avoid at all costs.