I received someone else's order, no idea where mine is and wondering why this situation isn't being promptly handled as I wait for "upper management" (whomever that very general term may apply to).
On December 4th, at 11:55 PM PST I ordered the following:
A Moto Z4 (Unlocked) along with the free G6 Play and either a 360 Camera Mod or Polaroid Mod in the box.
I was kept notified during the process and yesterday at approximately 4:30 PM PST I was delivered a box from Motorola that I signed for. Almost immediately I knew something was wrong, the box seemed too small and the label stated 3 Lbs but the box definitely didn't weigh that much.
I opened the box and inside was a Moto Z3 and two accessories, along with a shipping invoice with a different name going to a different state (I am in California, this box was going to Virginia). While surprised that the warehouse/shipping department didn't bother to double check the shipping label correlates with the packing slip I decided that mistakes do happen and immediately called customer support.
I spoke to them and, after detailing the situation, was transferred to an Order Administrator (someone I assumed could rectify this large mistake). I redescribed the problem to him and he said that he would have to contact "upper management". I emailed him pictures of everything (the box, labels and items) and expected to hear back this morning. I called at around 5:00 PM PST and according to the incident report it was EST so I assumed that it was too late in the day for it to be handled and assumed that since this was quite a large oversight in delivery it would be addressed this morning.
Nothing.
I emailed back hour ago asking if there was any update or if they needed any further information.
Nothing.
Here I sit with someone else's order that I assume values at approximately 1/3 of my own, mine is possibly with him or maybe a dozen labels got mixed up. I don't know.
I do know that entire orders being mixed up is usually a little higher on the proverbial totem pole. What kind of customer support am I dealing with? Who is upper management? What do you want me to do with this guys order? Where is my order and when will I be receiving it? Am I supposed to wait for another person to decide they don't want my more expensive order and send it back once "upper management" contacts them back?
A person would normally believe that they would be contacted back the next day over something like this (honestly, would probably expect it get handled A.S.A.P. since I am sitting with someone else's merchandise and someone else is probably holding.mine).
So, at least can I find out when "upper management" will decide that a problem exists here?
Update #1: 24 hours has passed with no contact regarding my order or this gentleman's order.
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