That customer service chat that took 4 hours to fix a typo in my address

I ordered a package last Thursday and noticed I put "St" instead of "Street" in my shipping address. Figured it would be a quick fix, right? I hopped on the live chat with the company's support team at 2pm. Well, the first bot they had me talk to kept sending canned responses that had nothing to do with my problem. After 20 minutes, I finally got a real person named Jessica who asked for my order number and then said she needed to "escalate" it to another department. That took another 45 minutes with no updates. Then they sent me to a different agent who asked me to verify the same info all over again. By the time they actually fixed the one word in my address, it was 6pm. Four hours total for something that should have taken 2 minutes. Has anyone else gotten stuck in those customer service loops where you can't tell if you're talking to a bot or a human who just sounds like one?

3 comments

3 Comments

xena5821d ago

Actually, "St" isn't a typo for "Street" in most shipping systems - USPS and UPS both accept "St" as the standard abbreviation. The system probably would have sorted it fine without the change. But yeah, that's still brutal. I had a similar thing with my phone carrier where they kept bouncing me between departments just to add a second line. One agent asked me to reset my network settings which wiped all my wifi passwords for no reason. Sometimes I wonder if these companies purposely make it harder than it needs to be hoping people will just give up.

gavin_kim1d ago

Had a buddy who tried to update his address with his bank online. It locked him out of his account for three days and they told him he had to visit a branch in person. Ended up driving 45 minutes just to change a zip code he typed wrong the first time.

pat_roberts5523h ago

Right? The phone carrier thing hits close to home. Reset my network settings once to "fix a slow data issue" and it just nuked every saved wifi password I had. Ended up typing them all back in one by one like some kind of tech dinosaur. At least with a wrong address the package got rerouted, but with that reset I was just stranded with no wifi for an hour. Makes you wonder if these customer service scripts are designed by someone who's never actually used the product themselves.