Jennifer Benkman sent a message to Michael Egeck that said:
Hello, Mr. Egeck.
I understand that customer service faces challenges during the current pandemic. However, my recent experience with EB customer service was so disappointing that I feel compelled to contact you. I have been a frequent customer for decades, and have a gold rewards card. I appreciate the quality of EB merchandise.
When my 84 year old mom's birthday approached, I decided to give her an EB gift card, as in years past. Please reference order #51019977. On June 8 I received an email informing me that the gift card I ordered was no longer available, and I would not be charged for the item.
Three email requests to Customer Service to explain were unanswered. Phone assistance was evidently not available, and the recording directed me to Live Chat, which also did not show up on the screen as available. Nevertheless, Keisha assisted me on live chat this morning. She tried to help and I appreciate that.
She told me that they were unable to verify certain information on my order, so it was cancelled, and that what appeared to be a charge on my credit card was actually just pending.
My frustration is due first to the fact that I was never asked to verify information. Second, the email I received simply said the gift card was no longer available, which was incorrect. Finally, it was a very frustrating effort to just get any response from customer service.
Your company needs to do better. The virus is going to be around for awhile, and companies that succeed need to step up. As a very long time customer, I thought you ought to know how frustrating the process can be.