Just when you thought all big brands had a worthy online presence. Think again. I am writing this late at night to relive the frustration I can’t take out on Napa management over the phone – they don’t answer it!
You would assume that online retailers have a strong customer support system. Not true with Napa. As a matter of fact, the experience I had was so bad – support, site errors – I almost though it was back in 1999 still.
You can call Napa for order support, but only during business hours. Oh yeah, and only to leave a voice mail – no one answered my call.
You’d think there is a great online support tool. Not really – a “mailto” link is about the best contact I could find. Oh wait, or is it this form? Mailto has no autoresponder with that either.
You might think the online return process is flawless. Works fine until it provides an error: “Please select the quantity you’d like to return” AFTER you selected the quantity. Almost as if they don’t want you to return the item.
You might think you are at the wrong site. I thought I might have more success typing in the “return authorization URL” on the back of my packing slip.Wow – that page doesn’t even exist.
I honestly didn’t think such basic fundamentals in customer experience would be so grossly overlooked by a national brand at this stage of the ecommerce maturity.
Anyone looking for an example how NOT to run an ecommerce site can place an order at NapaOnline.
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