Jon D.

Called about an order according to tracking information was received back in June 2020. The earliest follow-up call I can think of was around October in regards to its whereabouts, since they don't update the information about your order until it is ready to ship after the grading process. I was told that all orders received on that date will begin in November. Called back in December again for an update when a female customer service representative goes by the script and won't take any initiative to provide a concise answer other than ambiguity (patience tested). Asked to escalate the inquiry to whomever she answers to, does not oblige provides another excuse (Due to Covid-19 blah, blah, blah) I get it, but all I wanted was some kind of assurance that they at least have my order and not with the information that I can assume for myself. I asked, "Can you at least provide what's in the order, name a card any card, so that I can be confident that you guys actually have my cards?" Again with the scripted answer accompanied by an uncaring intonation. Mind you I'm not asking them to hurry it up, I understand the amount of workload and short staff due to our current situation. At this point I ran out of patience and although it was unprofessional of me to do so I bombarded her with denigration. I do not understand why Beckett would: a) Hire a customer service representative to provide ambiguous answers to their customers. We are paying you for your service regardless of the grading outcome. B) Keep their customer service representatives in the dark without access to concise information regarding individual orders. C) Should up date the information on the customer's account when an order has been received. In fact, provide updated information as the grading process progresses e.g. (Order ******* has been received on X/X/XX, Order ******* has begun the grading process, Order ******* grading has been completed and has been shipped) something or rather. I believe this would also lessen the amount of calls in regards to people's orders. It is your responsibility to keep your customer's mind at ease since we are sending you our valuables. I suggest implementing a protocol to provide useful information to keep your customers properly informed and up to date.