Dysfunctional website and miserable customer service

  • 1
  • Problem
  • Updated 3 months ago
You guys present the most appallingly user-unfriendly presence I have encountered in many years. 

I am a previous customer trying to make a purchase. Your website rejects both credit cards I have attempted to use, and the issue is clearly at your end because I have used both since your site rejected them and contacted both to confirm that they are in good standing. Neither showed a record of your attempt to charge them nor any rejection.

Your website offers absolutely no email address to communicate with your order group or customer service. Really??? In 2018 you offer no email contact?

I tried to call with equally frustrating results. I first tried a number from your website (1.262.729.4850) and was asked to hold behind 22 other customers. After 10 minutes and advancing to number 19, I hung up. You really want me to wait for an hour on a long distance call that I’m paying for? No 800 number? Real;ly???  I next tried the order number (1.262.729.4852) from an email you sent me because my shopping cart was still open. This resulted in a message informing me that you are experiencing “system problems” before disconnecting. I finally tried the number offered in that email for help in resolving problems (1.262.249.3259) with the same result. The email providing those numbers, BTW, clearly noted that it was not monitored and could not receive incoming messages. Really??  I’m using this email address from previous communication related to an issue I had with your product. 

SO....to summarize:
Your website refuses to accept valid credit cards
You choose not to provide an email address
You choose not to provide a toll-free telephone number
Two of the three telephone numbers I am aware of or out of order and the third expects me to wait for an hour and pay the toll for doing so

And all of this is because you are pulling support for a product I bought less than a year ago and forcing me to spend money for a replacement. 

I’ll be very curious as to whether you deem this email worthy of a response. Seriously, folks, your products are not good enough to allow you to treat your customers this way.

Regards,
JMN
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nelsonjmark

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  • Frustrated and angry

Posted 3 months ago

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Stick

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Just try to order late at night or early in morning....they are just overloaded with all the new access orders and people like you trying to phone order.  Hope this helps.
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AcuRite Rachell, Employee

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Hello nelsonjmark,
We are very sorry for any inconvenience you have experienced trying to reach the AcuRite Support Team regarding your AcuRite order. We have emailed you at the email address associated with your community forum account. Please check your inbox. Thank you.