Jennifer B.

I ordered something online and by fluke about an hour later saw the item for like $70 less on another site. I would rather just keep the item through Target but it is a huge difference in price. So I decided to call and see if they price match. They inform me that Home Depot is not one of their competitors so they won't price match them. So OK I ask if I can cancel my order. It has only been like an hour since I ordered it. They tell me it is too late to cancel my order. This is actually where the fun begins. I am a little irritated as the item is a fairly large expensive piece of furniture. I am not even sure it will fit in my vehicle to return to the store. I decide to try to get a hold of someone above the call center cog who can only read from their script in a heavy accent that I can barely understand over a bad phone connection. I can't find an email address to write to so I left feedback but they don't ask for an email address so they will never respond. I then try the chat to see if there is a person that I can speak to that is not a contracted call center employee in another country. Steve the chat responds that Home Depot is not on the list of competitors so they can not price match. I already know this. I want a contact. Then he gives me another number for the same thing, an automated system that if you push the 0 enough times will eventually connect you to a call center over a bad connection. The first time it simply goes silent and no one ever picks up. I hang up and go through the process again. This time I get a human and just ask to speak to someone above them. I am put on hold and eventually transferred. The women tells me again they can't price match Home Depot but it isn't to late to cancel my order it is to early and they have to wait till it is shipped. Doesn't make a lot of sense to me but oh well? She gives me a useless case number and tells me to call back when I get notification that it has shipped and she will put a note that they can just cancel when I call back. I get the email that the item has shipped and call back and have to go through the same process automated system, heavy accented employee that is confused over a horrible staticy phone connection. She puts me on hold, talks to supervisor, finally sends me up the chain. Now I get a guy who apparently CAN price match my item. I tell him I have already talked to three people who told me they can't price match and I have now already ordered the item from the other store. I explain that I was told to call back once I got notification that the item shipped and they would be able to cancel and refund the item. He looks and seems confused (so much for the case number and notes right) and then tells me he can't cancel it yet that FedEx hasn't sent them the number they need yet and I need to call back. I ask him if they leave at a certain time what hours do I need to call between. He says oh no you can call anytime. (apparently this is 24 hours line) So I wait until around 9PM and call back. Go through the automated system, finally get a human who has a heavy accent over a bad phone connection. This time she is sweet but even more confused and keeps going back to I see you want a refund on this item but I can't refund you you only have 15 minutes after an item is placed to cancel the order... I keep telling her I have already been through this multiple times and 2 people above her have informed me that I can cancel the order and I just need to speak to someone above her. But she keeps going back to I understand you want a refund on this order but I can't. At this point I am beyond frustrated and raising my voice while also apologizing and telling her it isn't her but I just need to talk to someone above her. She finally tells me that she can't transfer me because their hours are 7AM to 7PM and they are no longer there. ( So apparently I can't call any time). I ask her if there is a way to contact the higher ups directly or if I have to keep going through the automated system. She goes back to I understand you want a refund for this item but you ordered the item at 7:45 AM? Ugggg! (side note she apparently doesn't understand this is a different time zone since I did not even start looking for the item til several hours after that) Finally, after stopping her, I get the no I just have to go through the whole process again. I have not yet brought myself to try calling again this morning. Interestingly. I work for an organization that uses a call center and when there is an issue it gets bumped up to me. Once I am dealing with it the person continues to deal and respond to me until the issue is resolved. The system at Target is insane! In another ironic note, I live about 3 miles from a Target distribution center. I could have walked there and taken care of the problem quicker and easier. There is no excuse for this level of poor customer service. This is CEO should lose job level of customer service. Will never buy online from Target again. May never use my Target card again and will likely avoid even shopping at my local store even though I haven't had issues with the actual local store. Buyer beware! I would not recommend buying online from Target ever!