GPX cancelled my week, told me they'd refund and replace my exchange. They HAVEN'T

[skimble]

and I'm getting extremely upset. Typically GPX is a great company to deal with. My experience is NOT the case this time.
I called when they cancelled. They assured me I'd get my deposit back. I've checked for my deposit, and it's not there. I called again. A friendly lady said they would take care of it. They haven't. Today, I spoke with someone and got disconnected. I called back. Got disconnected again. I tried the chat. She doesn't see any transaction. I have my confirmation number.
Their office is about 30 minutes from where I live. Should I just show up at their door?

 

[klpca]

and I'm getting extremely upset. Typically GPX is a great company to deal with. My experience is NOT the case this time.
I called when they cancelled. They assured me I'd get my deposit back. I've checked for my deposit, and it's not there. I called again. A friendly lady said they would take care of it. They haven't. Today, I spoke with someone and got disconnected. I called back. Got disconnected again. I tried the chat. She doesn't see any transaction. I have my confirmation number.
Their office is about 30 minutes from where I live. Should I just show up at their door?

I don't blame you for being frustrated. At this point I would do everything by email so that you have a paper trail. If you do reach someone on the phone, great, but I would follow it up with an email summarizing the conversation. I suspect that this will get resolved correctly, but as with everything covid related, at glacial speed. When you did the chat and gave her the confirmation number was she still unable to see the transaction? And how long has it been since they canceled your week? Are they even working in the office? Everyone that I have talked to over the past two months has been working remotely. It has been very frustrating, although in the end everything has worked out as I have been told. It has just taken forever. Good luck and keep us posted. So far I have had good experiences with GPX but we will see how they do in a challenging environment.

 

[skimble]

I don't blame you for being frustrated. At this point I would do everything by email so that you have a paper trail. If you do reach someone on the phone, great, but I would follow it up with an email summarizing the conversation. I suspect that this will get resolved correctly, but as with everything covid related, at glacial speed. When you did the chat and gave her the confirmation number was she still unable to see the transaction? And how long has it been since they canceled your week? Are they even working in the office? Everyone that I have talked to over the past two months has been working remotely. It has been very frustrating, although in the end everything has worked out as I have been told. It has just taken forever. Good luck and keep us posted. So far I have had good experiences with GPX but we will see how they do in a challenging environment.

It's been about 5 weeks since they canceled on me. The transaction for the exchange was there, and now it's gone. I have a paper trail.
I'm not shy when it comes to dealing with bad customer service. I'm actually pretty aggressive (assertive.)
I went through a timeshare presentation once, and at the end, they told me I was not going to get my gift because I wasn't there with my wife. (I told them that right away when they were soliciting me.... and that's why they were going to gift half of a normal gift.) They refused... told me "sorry, there's nothing we can do." I told them I will get the gift you promised me, and an apology. They laughed.
My resolve... Every time I passed by the sales desk at the resort I told the people they were soliciting that I did not get the gift I was promised. I went down to the lobby and interacted with all the guests they had going on the next tour and told them the same. I gave them papers with TUG as a reference before they even consider buying. And, my sister did the same (she was staying at the same resort.) I told people about Ebay, right in front of their salespeople.
After 2 days of doing this, I got a phone call, an apology, and a personal delivery of my gift.
I tell you this story because I'm angry, and I will do something similar.
And, I know Randy Chapin from the Carlsbad Inn follows TUG.

 

[skimble]

They show my week as being expired (after they cancelled on me.) "But I paid for an extension." They don't see that.
"Then, how was I able to book a week with an exchange that's 2 months expired." That confuses them too.
"Then why did you cancel and say you were going to extend it for 6 months?"
They'll need to check phone calls. I will need to check my credit card statements... pain in the butt... for something that seems so simple.
Ultimately, they're extending the credit, but it has to go through upper management.
I've always had great experiences with GPX, so this is out of the ordinary.
This Covid thing has made a big mess.

 

[klpca]

They show my week as being expired (after they cancelled on me.) "But I paid for an extension." They don't see that.
"Then, how was I able to book a week with an exchange that's 2 months expired." That confuses them too.
"Then why did you cancel and say you were going to extend it for 6 months?"
They'll need to check phone calls. I will need to check my credit card statements... pain in the butt... for something that seems so simple.
Ultimately, they're extending the credit, but it has to go through upper management.
I've always had great experiences with GPX, so this is out of the ordinary.
This Covid thing has made a big mess.

Yeah, under these circumstances it seems like human intervention is going to be required every step of the way. A computer will never be able to see how things went down. Covid has really exposed the lack of customer support by different companies.

We had an issue with Ikea last week. My daughter placed an order in mid-May online - and set up a June 7th delivery at her new condo. The delivery windowframe was 9am-9pm. She sat in her unfurnished condo all day - no delivery. She called and got the "hang up and try our website" message. The message on the website said that if you are having delivery issues, then call. The delivery never arrived. We went to the store (which is now open). We waited in line for about 30 minutes to go inside, then another 15 minutes to speak to someone from customer service. Customer service could not do anything about an online order. YOU HAVE TO CALL (lolol) - you know, the number that no one answers. The manager who was nearby was kind of snippy and said that the issue is that 1,000s of people are calling but they only have hundreds of phone reps so what can you do?? (Sorry - we are really patient but this was unbelievable attitude from the "manager"). So we repurchased everything from the store and my daughter sent an email request to cancel the online order - which according to the manager is the *only* way to cancel an order at this point, and if by some miracle they process the order for delivery, then you have to take delivery and return the items to the store. Oh and btw, the store is NOT accepting returns at the time. You have to wait until some time in the future. Meanwhile we have paid for everything twice. It is the most messed up company I have seen during Covid. (And fwiw, she reached out on social media - another black hole). Just avoid Ikea at all costs at this point.

 

[montygz]

Yeah, under these circumstances it seems like human intervention is going to be required every step of the way. A computer will never be able to see how things went down. Covid has really exposed the lack of customer support by different companies.

We had an issue with Ikea last week. My daughter placed an order in mid-May online - and set up a June 7th delivery at her new condo. The delivery windowframe was 9am-9pm. She sat in her unfurnished condo all day - no delivery. She called and got the "hang up and try our website" message. The message on the website said that if you are having delivery issues, then call. The delivery never arrived. We went to the store (which is now open). We waited in line for about 30 minutes to go inside, then another 15 minutes to speak to someone from customer service. Customer service could not do anything about an online order. YOU HAVE TO CALL (lolol) - you know, the number that no one answers. The manager who was nearby was kind of snippy and said that the issue is that 1,000s of people are calling but they only have hundreds of phone reps so what can you do?? (Sorry - we are really patient but this was unbelievable attitude from the "manager"). So we repurchased everything from the store and my daughter sent an email request to cancel the online order - which according to the manager is the *only* way to cancel an order at this point, and if by some miracle they process the order for delivery, then you have to take delivery and return the items to the store. Oh and btw, the store is NOT accepting returns at the time. You have to wait until some time in the future. Meanwhile we have paid for everything twice. It is the most messed up company I have seen during Covid. (And fwiw, she reached out on social media - another black hole). Just avoid Ikea at all costs at this point.

I've been shopping at Ikea for years, and their customer service has always been rather sketchy. Of course, I keep going back because you save a ton of money. The key is to expect nothing special and try to solve any issues yourself as fast as possible.

If I were shopping at Restoration Hardware and got bad customer service, my level of aggravation would be much higher. All stores should have good service, of course. Sometimes I wonder if Ikea's customer service strategy is to be poor so they don't have to hire more workers.