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sunilbhot rating: 
reviewed on Wed Jan 19, 2011
I placed my order on 12/31/10 excited to partake in the boxing day deals and get a nice new laptop. I found one that was surprisingly nice, and for the price I was very excited, so instantly I placed my order. The billing address for my credit card is a US address as I'm only visiting in Canada, and the shipping address was here in Quebec. The expected delivery date was to be 1/6/11, once again I was impressed by how fast the free ground shipping was to be. My friend placed an order the next day for the very same laptop and received his first thing in the morning on 1/6/11. Confused as to why I had not yet received mine, I checked my order, only to find that the address it had been shipped to was a mixture of my 2 addresses, giving the street and city of my billing address and yet the province and postal code of my shipping address.
I called Canada Post to see if that was in fact where it was being shipped to and they confirmed it had been shipped to the wrong address. I called futureshop's customer service department right away to see how we could fix the situation.
The customer service lady I spoke to was very nice and advised me that it was an error that was occuring semi-frequently over the last few weeks, that the system was unexplainably combining the addresses, and that they had a tech support team looking into it. She advised me that they could not do anything about my order until it was returned from Canada Post to futureshop, but that as soon as it was they would contact me to see if I would like a refund or to have it reshipped.
Over the next week and a half I called back every few days to see the status of the order and if anything new had happened, but alas, no news. Finally my boyfriend (who was fed up with the waiting as I work from home and without the laptop had to use his pc 12 hours a day, leaving him with nothing to do) decided to call and check the status, asking that we no longer have to wait for the returned shipment, but instead have a new one shipped out asap with express shipping to make up for the major inconvenience. The customer service rep he spoke with said they would put in a ticket and we would be contacted within 48 hours. 3 days later, having had no response, he called again only to find that the ticket had just been placed the day before, 2 days later than it was supposed to be.
Finally we received an email saying that there was a lost shipment ticket put in and that they would refund my money, Canada Post would contact me when they found my shipment, and if I still wanted it they would recharge me once it was finally delivered.
Today my boyfriend called again to check on the status and see if there was anything we could do to get this faster. This time he got to speak to a supervisor. The supervisor insisted that they had no reason to make up for this inconvenience as the shipping error was completely our own fault. He said that there are no system errors, their system is flawless, and that I must have simply typed in the address wrong. He advised that he would be issuing a refund and that I am free to place my order again online, but that it may not be in stock and if I want express shipping I have to pay for it myself.
So, this is how you treat your paying customers?
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