Dear Sharkclean Customer Service,**On Sunday March *th I tried to place an order for a...
GetHuman-marcusmk's customer service issue with Shark Vacuum from March 2019
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The issue in GetHuman-marcusmk's own words
Dear Sharkclean Customer Service,**On Sunday March *th I tried to place an order for a Shark Duoclean Powered Lift- Away Speed Vacuum NV***W using the **% off Winter Discount that was to end on Monday March *th.. The order process was easy and went smoothly. I chose to use the Affiirm payment option and my credit was quickly approved. When I clicked on the "PLACE ORDER" box to confirm my order, I discovered that my order could not be completed. I tried repeatedly, carefully reviewing each step in the ordering process along the way. For some unknown reason my order would not go through.**On Monday I tried to place my order again, first using the Affirm payment option and then using my own PayPal account. As before, everything went smoothly until I clicked on the "PLACE ORDER" box. I tried at least six times, going through the entire ordering and payment process without success. The time was getting short. It was Monday the *th, the Winter Discount would end that night. It was somewhere around * or * o'clock when I decided to call your Customer Service Department. With their help, I was confident that my order would be placed before the sale ended.**My CSR was friendly and pleasant. She understood my problem but was unable to resolve it. Instead she offered me a **% discount for my inconvenience. She then presented me with two options:* *. I could try again on the Internet * *. She could transfer me to a telephone sales person**I chose the second option and the gentleman at the phone desk was polite and professional. He took my order and we reviewed it together. I then discovered that the Internet price was considerably less than the price available from the sales desk. The price was now $***.** instead the Internet price of $***.**.That was a $**.** cost difference! Furthermore, he could not apply the Winter Sale discount or the **% discount offered to me by Customer Service. Lastly he told me that I would not be able to use the Affirm payment plan that I had earlier selected.**By this time I had been on the phone far, far too long with no hope of resolution and I was very frustrated. I thanked the salesman at the phone desk for his time and effort. I then ended the call and spent the rest of Monday evening trying to place my order over and over again. Time ran out that night, the sale was over. No success. No order. No new Shark vacuum.* *Finally, as if to add insult to injury, the next morning I received an e-mail from SharkNinja. It contained a very attractive advertisement with a beautiful image of the Shark DuoClean asking me "Are you ready to pull the trigger?" and suggesting "Let's make it official" by completing my purchase of the Shark DuoClean. Excuse me but WTF! That was the very thing I had been trying to do for two days! *In my opinion, clearly your marketing software has outpaced your order processing software.**Below is how my order should have looked had the Internet ordering process worked properly and the CS inconvenience discount has been applied.****Shark*** $***.****DuoClean**Powered Lift-Away**Speed Vacuum***Subtotal*** $***.*****Customer Service**Inconvenience Discount* -$**.*****Taxes*** ??.??***Shipping*** $**.*****Total $??.??**I'm thanking you ahead for the attention I know you will give this matter. I hope to hear from you soon with some sort of resolution to my unfortunate experience, I continue to look forward to purchasing my Shark Duoclean.
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