How Not To Do Customer Service

The Poscast with Joe Posnanski & Michael Schur is one of my favorite podcasts. I've listened to every single episode for many years. Posnanski is a sports writer, and I've read several of his books. Schur is best known for creating Parks and Recreation, The Good Place, and Man on the Inside among a long list of credits. So when they announced that they co-wrote a book, I was excited to read it. The pair promoted a specific independent bookstore that I will not mention here where you could purchase the book. All of the books would be autographed by the authors with limited edition versions signed by people like Ted Danson and Kristen Bell. On May 13th, I placed my order through the bookstore's online site.

After finishing the transaction, I received an email from the store indicating that the preorder had been processed and would be shipped upon the book's release. The book was released on Tuesday, May 19th, so I figured that I would receive an update with the status or a tracking number on or around that day. To date, 10 days later, I still have not received any information about the order status. And it's certainly not due to a lack of effort by me. Let's go to the timeline:

On Thursday, May 21st, I emailed the store's account for online orders asking about the status. No response.

On Sunday, May 24th, I emailed a general "contact us" account about the order status. No response.

On Monday, May 25th, I attempted to contact the store through its Facebook page. I received an automated message asking me to email a different account or call the store due to the high volume of messages the store receives. I sent an email to that email address on that day. No response.

On Tuesday, May 26th, I called the number from the Facebook message and was given a prompt for online orders. I left a voice message. No response.

On Thursday, May 28th, I called the store and actually talked to someone. I was told that the store essentially outsources its online store, so she could not see the status of my account. I was given the store's marketing email account and sent an email. No response.

So I have now sent four emails to four different email accounts, provided a message on Facebook, and left a voice message. I have not received a response, and the physical bookstore can't access my order. 

This really shouldn't be that difficult. I generally check out books from the library, but I figured this would be a fun book to own, particularly since I would get an autographed copy. While I truly want to support independent bookstores, I could have paid less to order from a giant company and received the book at least a week ago. Get it together!