December 14, I place an online order with Buy.com Canada. They had a decent price for the Logitech Harmony RF Wireless Extender that I intended to use with my new Yamaha receiver. I figure it will be great to be able to run my sound system from another room with the included second remote control.
December 16, my Mastercard is billed, the order is shipped through Purolater and I get a tracking number so I can watch my prize make its way into my eager hands. I watch gleefully while that same day, the order is tracked through the sort centre, then goes into transit and leaves the depot for shipping to me. I figure a few days at most and I'll have it.
December 17, the order is tracked as being on the truck for delivery that same day. Great I think, fantastic service. I guess I'm too gullible. Later that day, the order is tracked as "address correction required". Figures, I'm thinking, some twit didn't address it properly.
December 17 - December 23, the order is scanned another 8 times, all with "address correction required".
Yeah, I left it too long, but finally on the 23rd, I contact Purolator support and ask what the problem is with my order? I get a quick response, the order needs a buzzer code for my apartment. I immediately email them my buzzer code, but it's too late to do anything about it because of Christmas and everybody is gone from Purolator customer service until December 27.
So, there I am fuming over the next few days. In frustration, I eventually get around to emailing their customer service an email asking why their delivery people are unable to read the buzzer code from the menu index in the lobby of my apartment building? I'm very careful not to ask about the mental capacity of their delivery people, but the implication is there nevertheless. ~ no reply.
December 29, I'm happy again because my order is tracked as being on the truck for delivery to me. That happiness was a complete waste. Two hours later, the package is tracked as "new tracking number assigned" and no new number emailed to me. Ok I thought, I don't care what number it has on it, just as long as it gets here.
December 30, (today), the original tracking number I have shows the package delivered to Missisauga and taken by some guy named Andrew at the Ingram shipping dock.
I'm pissed now. I'm getting no further responses from Purolator customer service. I phone the customer service at Buy.com (using the customer service number they gave me) and tell them my order has failed to arrive. 22 minutes on hold before I get to a live person. 17 more minutes while she takes all my information and makes inquiries about my order, frequently placing me on hold.
Final answer, we can't help you she says, you need to contact the CANADIAN division of our customer service. NO, I do not have their phone number. What do I do now I ask? WELL, I can forward your problem to our solutions department. How long is that going to take I ask? You SHOULD hear back in a few days.
I email Buy.com Canada division again and finally get an email response. Damien says to click on the link he's give me and fill out a "no delivery" form. I click on the link, enter my email address, input my password and get a "page cannot be displayed" message.
I email the Buy.com and explain my problem. And, that's where I sit waiting for a response. My next step will be to email Mastercard and tell them my card has been billed without their completing the order.