Lindsey was already frustrated that she had to wait about three months for an item she ordered on Target.com, on the day the popular Missoni for Target line launched. But then when the wrong item showed up, things got even more annoying when customer service shrugged and suggested she donate it.
She wrote in to Consumerist saying there had been multiple delays on a cardigan she’d purchased, and finally got a package from Target, along with an email telling her she wouldn’t have to pay for her wrong item.
Target’s email reads:
Thank you for your patience and continued support with regard to your Missoni for Target order (Order #[redacted]). Your Missoni item(s) have now shipped and we want to let you know that you will not be invoiced for the item(s) listed below.
If you do not wish to keep the below item(s) please donate them to a local charity or shelter of your choice rather than returning them to Target.
Lindsey says she’s confused by the email — and where is her actual order, anyway? — so she tried to get an answer online, which was another dead end.
When I tried to submit a question online, it wouldn’t let me submit the form, coming up with the error “comment invalid.” So, I called customer service. I was told that they didn’t know what the email meant, but that MAYBE it was a glitch. I asked for someone to investigate it and call me back and they said they could “put it in the notes,” but couldn’t guarantee that anyone would call me. I said that was unacceptable and asked to escalate to a supervisor. The agent said he was the “highest you can go in the chain.” I gave up and got off the phone with him.
I have no clue what to do to get an answer. I posted on Target’s Facebook wall, but they just put canned responses to most of the many, many complaints they get. Do you know any route I can take to get information from Target that involves getting an actual person who can do something? I used to work at a national call center and find it completely baffling that there is no way to escalate complaints or have a customer get a call back from someone after investigating an issue with billing.
Might we suggest an Executive Email Carpet Bomb?