Buyer Beware: NoMoreRack has HORRID customer service

May 29, 2013

If you don’t want to take the time to read what I have below, please learn ONE thing from this long, long post.  DO NOT ORDER FROM NOMORERACK.COM!

I noticed an increase in friends posting on Facebook that they’re ordering from this company so I am sharing my story. I have had this sitting in my drafts for a while, because really I don’t like to bash a company so publically if I can avoid it, but they gave me no choice.  This goes back to November.

With that said, I will tell my story (which is no different than hundreds of other people on the internet).

Let’s go backwards here.  November 28, 2012 I bought 10 ipad cases with money from my work for employees.  Good deal, no? I placed the order, the cases were $15 (clearly not amazing quality, but will do the job) and it was $2 per item for shipping. $17 total, what a deal. Now, before you proceed to tell me that anything too good to be trust, must be, I had good luck ordering from this company. I ordered my husband a Christmas gift, compression socks and a few other things previously to this.  All arrived promptly and to the quality that I would expect.   So even though a few people had problems (I had no idea the mass number of people until later), I had good luck, why not shop there.

So – Order placed, 11/28/12.  December 4, I received an email stating:

Dear Valued Customer,

We wanted to drop you a quick note about your recent order at Nomorerack. First off, thank you for shopping with us. At NMR, our number one objective is deliver a perfect consumer experience. We always strive to go the extra mile for our customers. Our orders typically ship within 3-5 business days. With the holiday shopping we had a tremendous increase in volume and we wanted to let you know that there might be a delay in your order shipping. Our warehouse teams are working around the clock to get your order out as soon as possible. Rest assured, all orders placed by December 10th are guaranteed to be delivered in time for Christmas.

Please note, replies to this e-mail will not reach us and go to an automated system. We’re always happy to help you with any questions or comments you may have. Please contact us directly 24/7 via customercare@nomorerack.com

Regards,
Customer Relations Team
Nomorerack – Everything You Love, For Less.

December 7: I emailed asking if there was any tracking or status update.  I received an email confirmation that my email was received  but that due to the volume of orders and emails, my response might be delayed.

December 10: I replied to their ticket system asking for a response.

December 11: Response (please note that she couldn’t even bother to reply withy correct name)

* Jocelyn, Dec 11 18:33 (COT):

Hello Sara,

Thank you for writing in. Always here to help.

We apologize for the delay in your shipment. Typically our orders ship within 3-5 business days. However, due to the holiday shopping volume our suppliers are backlogged in getting orders out. They are in part backloged from the strike at long beach port which is a major entry port for our shipments. We are working around the clock with them to get your shipments out as soon as possible.

If your order was placed before Dec 10th, we guarantee delivery in time for Christmas. If you do not receive your item by 12/21/12. Please reach back out to us and we will give you a full refund + a credit for the inconvenience. Going the extra mile for our customers is very important to us and we always strive to deliver a superb consumer experience. Thank you for your patience.

Regards,

* Jocelyn with Customer Care

December 12: I replied sharing information that the person who runs their Facebook account had told me that my item HAD been shipped, so I was just requesting tracking information.

NMR_Facebook1v

NMR_Facebook2v

 

December 16:  Same generic email that I had already received 12/4/12.

December 20: I finally received a shipping confirmation. However, the tracking number didn’t work – so I messaged on facebook asking about that. Their response:

 

NMR_Facebook3v
NMR_facebook4v

I also emailed them 12/23 with the same message. Their response came 12/25 (Christmas day, clearly past their guarantee of receiving it by the 21st, let alone Christmas…)

Ivy G, Dec 25 15:03 (COT):
Dear Valued Customer,
Thank you for writing in. Always here to help.

Please accept our sincerest apologies in the delay of receiving your ordered item. Please be advised that we have already made contact with the vendors. One of our shipping staff will be in touch with you within 3-5 business days since they will be awaiting advise from our suppliers first. Should we get an immediate response from the vendor, we will contact you right away.

If you have any questions, please do not hesitate to reach out. We’re here to help, and want to ensure you are over satisfied with your shopping experience.

Regards,

Ivy G with Customer Care

 

Do you notice there’s always a few days before they bother to respond to anything? And in their response, they tell me to continue to be patient and wait a few more days for a more useful response (which never comes).

December 26: This is where I’ve officially lost my patience.  I was told it would be here by the 21st, It’s now AFTER christmas, and it’s not here.  Granted no, these were NOT christmas gifts, but that’s not the point.  They were assured to be here before Christmas.

I come home and what do I see on the porch, 1 package. One lone iPad case.  One out of the 10 I ordered. I was fed up.

So I emailed them, I also sent them a post on facebook.  The woman on facebook said she would “look into it”.  However, because they immediately delete any post on facebook that doesn’t praise them, I couldn’t get a screenshot of it.  So then I go back and ask why they are deleting my post. I would think people would want to see that a company is working hard to make sure a customer is happy.  I asked how they had time to delete my post, but not respond to my inquiry. I gave up on online communication.

I called NMR. They don’t advertise their phone number, but because I paid through paypal, I had it. In case anyone else ever needs it: 800-538-9798.

The first woman I spoke to told me that she’s sorry for my inconvenience, and that she can see on my account that the rest of my order would be arriving Friday (12/28/12) via FedEx.  Awesome, no idea why the cases were being shipped seperately, but whatever.  I asked for a tracking number, she said, “Sure, hold on.” *click* She HUNG UP ON ME!

I called back. I said that the previous woman helping me must have been disconnected, and that she was providing me with a tracking number for my order.  The woman on the phone told me there was nothing in the account that she could see, and that she can escalate my claim to a supervisor.  I said yes, please do that. Can I speak to a supervisor? No – I can have my claim escalated to one and they will contact me….

Then, they banned me from facebook. So, what else could I do while being angry? Post on Twitter…..

nmr_twitter2

NO ONE at this company is on the same page.

So, after all that, I decided I had no other choice but to file a Paypal claim because that’s how I paid, and to file a claim with the NY BBB. I had never filed either of these before to be honest, so I was a little unsure, but thankfully the process is pretty easy.

Filed complaints with both BBB and Paypal.

RESPONSE FROM NOMORERACK to the BBB claim.  WHAT? You mean there is the ability to respond to someone same day?  Who knew… Part of their response:

It is our understanding that your inquiry resulted from not receiving items (9 of the “iPad Leather Case, Screen Cover & Stylus”).  On December 26, 2012, we issued you a total refund to your credit card in the amount of $153.00- $135.00 for the Items as well as the $18.00 charge for shipping and handling- which we trust has fully addressed and satisfied your concerns.

Very Truly Yours,

 

Kim

Customer Relationship Manager- Special Projects

NoMoreRack.com

I didn’t ask for the full $170 back, even though technically that’s what they promised, because I had one case, I wanted compensated for the others that I didn’t have.

So I waited for that credit in Paypal, and I would accept their resolution. That never happened.

December 30: They emailed me first.

* Dana, Dec 30 10:14 (COT):Hello,Thank you for writing in. Always here to help.I do apologize for the inconvenience this has caused you. In regards to your concern and upon checking your record, We have gone ahead and process a refund back to your account. Unfortunately, the refund has been hold because Paypal temporary hold the charges. May i suggest that you can contact your Paypal or your bank in regards of the issue. Thank you for your understanding.
If there is anything further I can do to assist you please let me know. At Nomorerack, customer satisfaction is our main goal.Regards,* Dana with Customer Care
Nomorerack – 8 Daily Deals!
* Dana, Dec 30 22:58 (COT):Hello,Thank you for writing in. Always here to help.I understand your concern, As we have already on process the refund to place it back to your account, But due to temporary hold of the charged we are unable to process the refund through your account due to this reason. Kindly please wait until this week to rectify this issue.
If there is anything further I can do to assist you please let me know. At Nomorerack, customer satisfaction is our main goal.Regards,* Dana with Customer Care
Nomorerack – 8 Daily Deals!

 

Eventually – Paypal refunded me and all is well. Paypal was awesome and their customer service was stellar.  Weeks later, a few of the iPad cases came and were delivered.  We’re talking mid-January at this point.  Not all of them were ever delivered, and the company lost my business for good. I had such a positive experience with them until this order.  And it’s not about the items, it’s about the customer service. They lost me with the lies, I could have handled a simple “Sorry we are having issues, please let us offer you a refund.” but they lied and lied and lied the entire time.

So again, friends who I know read this who I see posting about their great deals – PLEASE BE CAREFUL. Check their BBB rating before you spend a dime. I wish I had. 

Have you ever had such an awful experience with a company? 

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