Wednesday, September 10, 2014

Customer Un-friendly

I had to buy something tonight. I had researched it this afternoon and now I was ready to buy. And while I was in my shopping cart, they took they site offline for scheduled maintenance. At 9 pm on a weekday? Who does that?

I tried finding a competitor, but no one was coming close. None of the competitors gave me the peace of mind that I was buying precisely what I needed. After about 15 minutes their site came back online and I was able to finish my transaction.

But the checkout was horribly designed - the fields you fill out were in a random layout and the explanation of what was in each field was in the field, so as soon as you clicked on it, you no longer knew what you were expected to put in that field. And then on the last screen, you get this bit of awesomeness.

Order acceptance policy: The order acknowledgement is not a contract and does not constitute an acceptance of your order, but only a record of your offer to purchase a particular item at a particular price.

After you place an order, [COMPANY] will determine whether or not to fill the order, and [COMPANY] may refuse or limit your order for any reason. By placing your order, you agree to accept all terms and conditions set for anywhere on this site, including [COMPANY]'s terms and conditions of sale.

[COMPANY] reserves the right to accept, refuse, or limit your order for any reason, including, but not limited to, credit review, the unavailability of a product or errors in the prices and product descriptions posted on this website. By placing your order, you agree that [COMPANY]'s total liability, under any legal theory or claim, shall be limited to the purchase price actually paid to [COMPANY] for the product giving rise to [COMPANY]'s liability.

Sad. Doesn't make me feel appreciated as a customer.
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