Here's a copy of he email I sent to Cabela's:
I've been a customer for some time now. For the most part I have been pretty satisfied with the service provided by your company. Recently I made a substantial online purchase that went way south.
I placed an order and expected everything to be delivered within the 3-5 days it normally takes items to ship. When I checked the order status, 3 day later, there was no record of it in the My Account Order History. I spoke with three different ladies regarding my order. I explained I was leaving on a fishing trip with my sons on the weekend ( 2 days later ) and needed to know if the items would be arriving in time.
The first lady told me she needed to put me on hold to check on it. When she returned she told me the items hadn't yet shipped, and that "no" they would not be arriving in time. Upon learning this I told her I wanted to cancel the order, (I figured I could make the essential purchases in-store). At this time she placed me on hold again. When she returned she informed me that all of their computers were down for updates. She gave me another number, and said they could help me there (800-237-8888).
I spoke with the second lady and explained everything a second time. She informed me that it was too late to cancel because her computer showed everything had shipped and would be arriving on the 26th.
After the second call I contacted my bank online and over the phone. They told me, and I saw, there had been no charge from Cabela's to my account. At this point I was not sure what was going on, so I called a third time. I explained everything once again. This time I was told the items had just shipped the day before, and would be arriving in 6 separate boxes over a time period of two to four days (Saturday-Sunday-Monday).Next she asked if she could help me with anything else I told her "how about getting me and my sons our weekend back?" I hear her laugh into the phone and say, "I have to work, so I don't get a weekend either".
I guess we'll be able to use the items I ordered on another trip. What bothers me the most is not knowing which representative was telling me the truth about the computers being down, or my order being shipped or not. I feel like I was being given the run-around while they laughed in my fac an played three-card-Monty with our order and weekend.