Colts Jersey, Superbowl happens only one time every year, and I\'m a huge sports fan, so I really enjoy this time of year. Last year for the first time in history, the Superbowl was granted to an \"outside\" stadium.I was even more excited because I\'ve followed Peyton Manning since he was in college at the University of Tennessee, where I am an alumnus. So, I am also an Indianapolis Colts fan too.
A few years ago when the Colts won the Superbowl I waited too long to order the special jersey they had for the game. I was really Colts Jersey disappointed to find out they had sold out of them, so this year, when I remembered the jersey incident, I was determined not to let that happen Colts Jersey again.
I went online, to the pro shop and ordered my new jersey. I waited with much anticipation as several days went by and I didn\'t get a shipping confirmation - after all, the big game was getting closer and closer.
So, I sent an email to check on the status of my jersey, but I didn\'t get a response, so after a day or so, I picked up the phone and called customer service. I was very happy when I was told that my jersey would be scheduled to ship that very day and she asked me if I wanted the tracking number. I said, of course I would like to have it. I then inquired about when the jersey would arrive.
Much to my surprise she said it was shipping ground so that would be Monday. Well, this was a problem because the game was on Sunday and if I\'m spending $100 for a jersey, I certainly wanted to wear it while I was watching the game (what good does it do me to have it if I have to wait until next season to wear it?).
When I inquired to the \"customer service\" rep about this her reply to me was something like... \"well, it clearly stated right on the website that it takes 3-5 days to process your order and another 1-5 days for your items to arrive to you from shipping. You ordered the item (why are things always items?) 3 days ago and it will take 3 days to get it to Florida because you asked to ship it ground, so we did exactly what we said we would and you should have known this was the case.\"
Well then. No offer for me to pay more to have it shipped faster, no offer to do anything extra - just a curt scolding of me for expecting anything more than what I was told I was going to get.
I mean, it was Superbowl time and it seemed obvious to me that most of the sales being made right then were more than likely related to that. I wondered why they didn\'t have something on their site that indicated if you wanted it by Superbowl; you had to order it by this date, or to get in time to wear for the Superbowl you would have to use overnight shipping, or whatever. You know, like they do at Christmas and other holiday times.
So, there I had it. But, that just irritated me, and the more I thought about it the more I became frustrated, so I called back and explained to the different person what had just happened and asked it I could pay a higher shipping rate to have the jersey in time for the game.
There was a sort of awkward, pregnant pause, and after confirming that I already had a tracking number, this gal said something like \"well..., that\'s not how we usually do things. Our policy is that once a tracking number is issued for an order, we don\'t change anything about the order.\"
At this point, I\'m thinking being in the Superbowl isn\'t \"ordinary circumstances\" so just as I\'m thinking it might be time to ask for a supervisor, the rep asks me \"would you like me to check with my supervisor to see if we can change it?\" I told her that was exactly what I\'d like her to do. So, she put me on hold. And, I was on hold for some time - long enough that I was thinking maybe it was eternal hold and she wasn\'t coming back.
About that time, she asked me if I wanted to put the extra shipping charge on the same credit card I used to buy the item (there\'s that word again). I inquired on how much extra this was going to cost me, she tells me $20, so I say yes, that credit card is fine.
Then, she informed me that she would let me know that this is all contingent on her being able to find my box and changing the shipping label on it. And, sometimes they aren\'t able to find boxes. But, Colts Jersey she would call me if she found it and give me the new tracking number.
I\'m happy to report that she did call and that after tracking the \"item\" it was scheduled to be here in time for me to wear it for the big game (in which I hoped Peyton would play well and the Colts would win - unfortunately, that didn\'t happen).
Here\'s the question... why did I, the client, who had spent my money, have to work that hard to get my item sent to me in time for the big game? Why weren\'t the employees more empowered to help people and to make decisions about doing what\'s right for clients? What would happen if employees had the chance to help clients more?
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