On August the 13th I placed an order with this company. I was notified by phone and e-mail that the order was confirmed but some changes needed to be communicated with them in reference to the shipping address, since the shipping address differed from the billing address on the credit card (I have never had this issue before, and this probably should have been a warning sign). I faxed the appropriate changes.
After over three weeks in waiting for my shipment, I attempted to find out the status. If you notice on the website, they never like to be called but prefer information submitted via e-mail or web and delay another 10 days or more. I did speak to an individual who told me that information had been faxed to me indicating the "security" code on the credit card was incorrect and the order could not go through. However, "they did not have a way to get in touch with me because the contact information was incorrect."
The individual was extremely rude and insistent that everything was my fault. I approved the fax and I authorized the incorrect information. I reviewed my copy to discover that the only card number on the fax was the actual number, which was correct, they did not have the "security code" on the form. That had been submitted correctly with the original order. This does not explain how they were able to contact me in reference to the original order, but not with the complications of shipping.
We finally resolved that matter and I was told the order would be shipped and I should receive it in five days. I opened up the boxes to discover the transformer that is required to run the lights was not enclosed. No indication of whether I should be receiving it later, how many boxes should be in the shipment, etc. However, it did appear on the invoice and has been billed to the credit card.
I called and was told that no one was available to be able to answer the question has to whether or not it was shipped, or why it was not shipped. I was instructed to fill out the "missing items" form and should receive a response within ten days.
Fortunately, I did receive a response the same day indicating that the transformers had just been received by them and it would be shipped that day (September 13th). It is now September 26, and still no transformer.
I called this morning, again being addressed as if I was out of line. "I was told that the transformer had not been shipped and again they did not know why and I would need to wait for someone else to come in that they did not have time to address the situation because they had other lines ringing."
Is this the way to treat customers? I am a contractor and my customer has become has impatient has I have become and is tired of waiting.
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