The Source
Unresponsive customer service

Beware of online ordering from "the source" I purchased two v-readers through their online shopping portal. A week later, one unit was delivered and the shipping sheet had 'quantity 2' stroked through and '1' written in. I emailed to ensure that there was no confusion and that I would be receiving the second unit and an estimated delivery date would be appreciated. no response whatsover. I emailed again about 10 days later. Again no response. Nothing. Nada. Another 2 weeks I submitted another email but this time instead of selecting "order inquiry" on their webpage, i selected "order cancellation" as I was fed up of waiting for a response and just wanted my money back. "order cancellation" seemed to get their attention and I received a response two days later saying that they would check with the distributor to see when I'd get my second unit and how they had been flooded with customer inquiries. I guess the fact that Christmas is on December 25th every year and that about half the purchases of the year are done in the two months leading up to December 25th is a big surprise to them and they did not staff up accordingly.

Nonetheless, my email did not ask them to find out when the distributor would be shipping more, I had asked to cancel my order.

Out of frustration, I visited one of their retail outlets to return the one item shipped and work through a sales associate to get a refund on the second item. She called the e-order phone number (a number not provided to customers) at 5:45pm on the Friday. I was told we were 'on hold'. Forty-five minutes later, we were still 'on hold'. The sales associate told me then that probably the e-ordering area was closed and we could be on hold until Monday morning. The insolence!

That was two weeks ago. I sent another follow-up email to customer 'service' and still have no response. Never, ever again with 'the source' and, if you're smart, you'll stay well clear of them too.

Company: The Source
Country: Canada

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