Be careful with this company. I will never use them again. I placed an order with them on July 26th. Spent nearly $1000. The credit card charge cleared the same day. Here is summary of what has happened to date:
I got an email after my purchase:"Important Note: Your order will be processed and shipped between 7 to 10 business days from the date of this email. Since your order will be processed from multiple distribution centers, you might not receive all of your order at the same time." I don't like finding out about about such a long delay after I make a purchase but I can live with it.
12 days later(7 business days) I haven't heard from them so I send an email asking about it. Got an email the same day "Hi Todd
I will follow up with the warehouse and will get you a tracking number tomorrow. Thank you for your patience."
August 9th. Two days after the last email, again I have heard nothing so I send another email."It has now been 14 days since I ordered. 10 business days. I haven't heard anything from you about my order. I need to know today if these items are going to ship."
I get an email the same day"6 cases have been shipped out from our warehouse in CA and the other 10 cases will go out from our warehouse in NY next week. This item has been discontinued and very rare but fortunately we have enough to cover your order"
August 13th. Four days after the last email and no information. I send an email."Can you provide me with tracking numbers for these shipments? "
I get a response same day."I will be sending you the tracking numbers shortly."
Then later that day I get two tracking numbers. One is valid. One is not.
August 16th. I receive 36 items of an order of 96 items. I have not heard from them about the rest of my order. I send an email. I get a response same day. "Hi Todd, please let me check and get back to you."
August 21st. I haven't heard anything again! I send an email! "Can you provide me with tracking info for the New York order? I still have not seen this shipment or received a tracking number unless this is the number xxxxxxxxx. This would indicate the order has not been shipped yet.
I get a response same day. "Let me contact our warehouse and track down the order for you."
August 22nd. I haven't heard anything so once again I send an email. Please find out where my xxxxx are. Monday will be a month since I ordered.
Response "Here is the tracking number for what we have shipped you and for the back order we issued credit back to your account for the portion we didn't ship."
When you say issued credit back to my account I hope you mean a refund to the credit card I used to make the purchase. I estimate that refund should be $607.00 and I would hope you can get this done quickly. This has already been the worst transaction I have ever had with another business I would just like for it to be over."
"Hi Todd, Yes the credit was issued back to your credit card and I am sorry you feel that way about the transaction. We did everything in our power to get this item for you at the price you purchased it. This item has been discontinued and is not being made anymore and those who have some left in stock increased their prices by 30%. We tried to ship your order complete but we just couldn't."
That last response was August 22nd. I wrote this on August 26th and I still have not seen my refund.
My biggest issues with this transaction are the lack of communication. Why did I have to contact them every time? Would they have never responded or never sent my product if I hadn't contacted them?
They are sorry that I feel that way? As if this bad transaction is not a mistake on their part? If you offer something for sale, you should actually have it, not go out and see if you can find it. If they didn't have enough inventory to cover it they should have just told me so and apologized. preferably within a couple of days of my order.
Got my refund this morning Aug 28th 2013. It is the correct amount.