Two Customer Service Failures That Lost My Business
My one star rating of EBL isn’t about the product itself, but about two issues that convinced me not to return as a customer. 1. Misleading product listing I ordered what was clearly described as EBL 1.5V Rechargeable Lithium AA Batteries with Charger for Cameras, Toys & Game Controllers. Instead, I received AAA batteries. When I contacted EBL, they pointed to a faint, lighter typeface on the listing that read “8AAA(1200mAh) + Charger” and insisted the order matched what I selected. I never noticed that lighter text, nor do I recall being given a clear option to choose AA batteries. EBL later acknowledged that the listing was confusing, yet made no effort to correct the mistake or send the AA batteries I believed I was purchasing. 2. Failure to honor a discount code EBL emailed me a discount code before my purchase, but there was no place to apply it at checkout. When I asked customer support to apply it afterward, I was told the code “applies automatically” and that my order “did not meet the requirements.” My receipt shows no discount applied, and nothing indicated the items were ineligible. I chose not to return the product because I would have had to pay for shipping, and I’m hopeful the charger will work. However, EBL needs to: • Provide clear, accurate product listings. • Ensure discount codes are easy to apply and honor them when offered. These two issues—misleading product information and an unusable discount—are the reason for my one star review.
By Gerry M.