The worst experience ever
I bought some boots online from your Acton Canada website. It said there was inventory and I paid, but the next day I was automatically refunded without prior notice and without an email explaining why. I called the company and was assisted by a gentleman named Martin, who said he was the supervisor. He was kind and helped me look for other boots, explaining that when someone clicks at the same time as another person, the product can be taken by the other buyer. I don’t even know how that person got their boots and I didn’t and they realized and refund me 24 hrs later,but anyway, he helped me find others. I told him I needed them as soon as possible, and he said that approximately by the weekend, after Thursday or Friday, I would have my boots in hand.
I checked my Acton profile today, two days later, and saw that the order hadn’t even been picked up or shipped. I called again to see what was happening, and a lady answered the phone. She wouldn’t stop talking and wouldn’t let me explain, saying the boots were in the United States., and will take like 2 weeks to arrive to me. This surprised me greatly because Mr. Martin had assured me I would get them quickly and never mentioned they were in the U.S. I also asked the lady to look for the note in my file, but she said there was no note and no name of the person who sold me the boots. This worried me because it makes me think that anyone in that company can access customers’ personal data, which could mean a security breach. Either they don’t leave records of what their employees do over the phone, or there is a confidentiality risk.
I asked her to let me explain, but she kept talking. I finally told her the gentleman’s name was Martin, and she then said she knew him. After I mentioned the confidentiality breach, she told me she was his boss. So apparently everyone on the phone there is a boss. I asked her to stop talking to let me answer her or speak but she wouldn’t. She asked me if I wanted a refund. I was going to say yes, but I kept repeating that she should let me speak, and nothing. I had to hang up, hoping to get someone else, but I got her again. She kept arguing on the phone until we both calmed down. I told her she couldn’t argue with customers like that, especially with someone frustrated because these were snow boots for my daughter cancelled 2 times . By staying loyal to their company, I had wasted time instead of buying from another company, waiting because of their inefficiency.
In the end, she offered me a bigger discount. But I thought: why should I go through all this mess when I’m in Canada, where there are plenty of efficient companies with quality boots and better service? So even though they offered me a discount, I didn’t want to continue with them. I didn’t want to go through the same stress again after failing twice with them. They made me waste time and stressed me out for nothing. Terrible customer service, the website is not reliable. I will leave this note on Copilot and on all social media. Thanks for nothing. Know that the boots are not free—we are paying for them, and they are expensive. At the very least, improve your customer service and your website.