I’d like to share an experience I had with the online tool retailer INTERNATIONALTOOL.COM. I placed an order via the internet on Friday, April 25 for a $220 impact driver and then promptly received two e-mails thanking me and letting me know that the order was received. Thinking that the order was on its way already I went about my business.
A few days later I began to have problems with my credit card. Materials that I ordered for a job were being held (read that as not shipped on time) because the credit card was refused and calls to customer service confirmed that my credit card was the problem. Hmmmm, I pay my bills on time and monitor my balance so what could be the problem?
Checking my card balance later that night I found that it was over the credit limit by more than a thousand dollars. Checking the transactions revealed that INTERNATIONALTOOL.COM charged my account on April 28 for $1732.00. I bought a $220 tool on the 25th (which was backordered I found out while investigating my credit card problem, no thanks to them) and had a charge from them for $1732 three days later.
When I called customer service, they found the charge and acknowledged that it was placed by a person in California (I live in New Jersey) and that my account would be credited. Fine, that’s what I hoped they would say. When I asked what they’d like to do to make up the fact that my materials were delayed (and may impact my job schedule), I spent thirty minutes of my work day on my cell-phone (@ $.65 a minute for the phone and $35/hr for me), and my wife was denied buying groceries they said that they’d credited the amount and seemed like I should be grateful for that. When I got miffed and raised my voice they hung up on me.
Talking to the customer service people at INTERNATIONALTOOL.COM the next day because the credit hadn’t gone through yet, I asked if they could at least overnight the impact driver to me because of the problems they caused and because I didn’t know it was backordered when I ordered it or five days later when it hadn’t shipped yet. They offered to split the cost of overnighting it to me which I find extremely unsatisfactory.
The moral of the story is that INTERNATIONALTOOL.COM bungled my transaction, were not very secure with my secure information, failed to appropriately disclose the backordered status of my order, and were extremely ununwilling to compensate me for my time, incurred costs and inconveniences when the problem was brought to their attention.