Atrocious customer service response

[FredGraham]

I'm starting to question my decision to go with an Arlo system. Made two phone calls to customer service over the weekend, both of which required over 70 minutes of hold time. Placed additional order of devices on Mon, 19 Oct, and paid for express shipping.
On Wed, 21 Oct, order status remained as "Pending." Based on length of telephone hold time on previous calls, I decided to use chat to check on lack of progress on the order. After waiting 15 minutes for chat, I was ultimately disconnected. I received an email soon after telling me I would get a follow-up contact. It never came, so I initiated another chat today, Thu, 22 Oct. When I asked what the delay was holding up the shipment of my "express" order, the chat representative "guessed" (her word, not mine) there just must have been a lot of orders, but mine was packed and ready for shipping. When I asked about my payment for "express shipping," she said I could request a refund after order arrived.
At the time of this post (10 hours after rep assured me my order was "packed and ready for shipping"), website STILL shows order status as "Pending."
After my woeful experience and difficulty reaching customer service over the simplest matter of order status, I'm deeply concerned about this company's ability and/or willingness to respond to legitimate technical issues in the future.
The jury is out on Arlo. They're going to have to really step up their customer service game if I'm going to trust them for my family needs for our home's camera coverage.

[JamesC]

Do you have a support ticket I can reference to look into this issue and escalate as necessary?

JamesC

[FredGraham]

42017515
42020179

[JamesC]

FredGraham,

Thank you, i've escalated your support ticket and requested a status update. An agent will be reaching out to you with more information as soon as possible.

JamesC

[FredGraham]

Thank you, James!

[Sgause]

I am also having terrible luck with customer service. I know have 2 cases opened. I have 3 charges, for 2 orders. Two charges for a single order have already been charged to the payment method, I have yet to receive a response back from customer service and my orders are still pending.

[FredGraham · Accepted solution]

I'm pleased to report Arlo has corrected my issue.

[JamesC]

Sgause,

Do you have a case number I can reference and escalate?

JamesC

[Sgause]

42027495
42030562

[JamesC]

Sgause,

I've escalated your support tickets and requested a status update. An agent will be reaching out to you with more information as soon as possible.

JamesC