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Intuit - Shipping Delays

Intuit • Quickbooks • Quicken • TurboTax • TurboTax Online • Shipping delays

Emily of Honolulu (12/1/03):
On November 20, 2003, I called the customer service telephone number because we failed to receive our order in the stated 10-15 business days. The customer service representative was very polite and explained that a mistake was made and the order was not shipped out. He credited our credit card for the original order and then re-ordered the software and included free 2-day UPS shipping. He informed us that the order would be processed immediately.

Today, December 1, 2003, we still have not received our order. I called the customer service representative and he informed us that the order went out on November 26, 2003 and provided us with a UPS Tracking number. The representative, Joseph, was very helpful. However, I am writing this letter to inform you although we appreciate the manner in which the customer service representatives dealt with the situation, we feel that Intuit’s method of processing/tracking order is surprisingly sub-par for a company of such stature.

We are disappointed that a mistake was made and our original order on October 31, 2003 was not sent out – we are disappointed that Intuit failed to recognize the mistake and that we had to be proactive, contact Intuit and follow-up on the order. Had we not, our credit card would have remained charged with the original order and no software would have arrived. We are disappointed that it took 6 days from the day we contacted Intuit’s Customer Service again for our order to be processed and sent out in the mail. Our re-order of the software is scheduled to arrive today based on the UPS Tracking System. We remain hopeful that our order arrives but somewhat expectant that perhaps another error has occurred and our order further delayed.

We hope this comments provide useful feedback for your company in hopes that its service will improve in the future. We will not be ordering your products in the future because of the disappointing service.

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