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I put in an order expecting it to…

I put in an order expecting it to arrive by a certain date. I even paid additional for quicker shipping. I decided to do this based off of the time frame provided during the ordering process. When it passed the day the order was supposed to have been shipped, I called in to find out the status. The first agent I spoke with was unable to provide me any information other than the order had been placed. I tried asking why there was no shipping information when it was passed the expected ship date and they were saying it might have been shipped and will arrive when expected. At this point, the line went dead with no response forcing me to call back in.When I called back in, the second agent said the item had not been shipped and was unable to say if it would be able to be shipped that day. At this point I cancelled the order as it would not be arriving when I expected it. I then asked to speak with a supervisor about the experience.The supervisor did say they would address the experience with the first agent. They also offered a 20% off coupon (originally had said 30%, but this was apparently a mistake), which i am not sure I even plan to use. As far as not meeting the expected shipping date, I asked if that is something they are able to look into. The response I received was that they are in the busy season are having issues with delayed shipping. There was no indication that efforts would be made either to fix the delays or adjust expectations. If it were not for this lack of concern for the customer experience, I would be willing to give a review of higher than 1 star.

Date of experience: Dec 31, 2019