This isn’t the first time I’ve been critical of American Girl and their lackluster website/computer system. However, this post is here to A)protect the consumer and B)make you aware of their computer system flaws/faults.
On Saturday, September 3, 2016, I decided I was going to order Melody’s Keyboard, my husband and I had discussed it and it was going to be my birthday present. I noticed in the sale merchandise that they had Grace Thomas’ earring set for $6 and I thought it would be nice to pick it up for Evil Twin. I added it to my cart. Suddenly my cart went from $48 to $62! Since when does 48 plus 6 equal 62?
I sent them an e-mail. I’ll admit that I wasn’t nice. But I’m sick and tired of their website issues. Several hours went by and I got no response, so I went to Twitter. I wanted to make others aware of this problem if it wasn’t fixed. I posted a screen shot so they could see exactly what the problem was. Their response was that they were “working on it” and if I wanted to place an order, I could call the 800 number.
What makes you think at this point, I want to order anything? To me, this is an epic fail, and their customer service reps are using the same computer system. I know that from a previous issue I ran into. I also thought of something else that bugged me. So I tweeted back. The conversation went even further south at this point:
I got no response at all to that last line. Interestingly enough, several hours later I got a response to my e-mail and apparently they had put 2 and 2 together and realized it was the same person. But still no mention of automatically crediting customers who may have been overcharged. Not acceptable.
What made this even worse is this problem persisted over the entire Labor Day weekend and into Tuesday. Finally sometime Tuesday they disabled the “add to cart” button and by Wednesday morning they had removed the item completely from the website. But it was available with this problem for 3 days (maybe more). I realize it was a holiday weekend, but if you are going to have a 24/7 presence, there needs to be someone on call 24/7 for technical issues just as this. Which makes me think that they not only aren’t hiring top notch people, but they aren’t willing to spend the money to keep their website working properly. Let me just say that this isn’t the first time I’ve caught something like this, just the first time I’ve brought it public.
I’ll be curious to see if the earrings ever reappear. I’d also like to know if anyone who may have purchased them automatically gets a refund or has to call first. Perhaps it will be right up there with “how many licks does it take to get to the center of a Tootsie Pop”? We’ll never know.
I just don’t know what to think anymore. 😦