I ordered two parts from this company on November 3 and my VISA card was charged immediately. I sent several emails in the meantime inquiring about the status of the order. Each time this company took 3-4 days to reply and always said that they needed more time and asked me to be patient. This was teh following standard response each time:
"Thank you for your patience! We are still working on filling your order and will ship as soon as it's ready. Sometimes, the custom nature of these orders may take longer than originally expected to fill and ship. We'll send a confirmation email the day your order goes out so you know its on the way. You may have noticed that your account has already been charged, this is our standard policy to enable us to prioritize and keep orders current."
After my third complaint, they sent an email telling me that their warehouse is very unorganized and that is why it takes so long: "Unfortunately, the parts you requested aren't ready yet, and we appreciate your patience. We are still looking through much of our warehouse as well, but are confident you will receive what you need. These parts are just one of the few, that give us a real hard time to locate. The research and development needed to make these parts available slows the process, mostly because they aren't fully cataloged yet or still unorganized.
Please understand, we are the primary resource available world wide attempting to locate, catalog, stock, and ship thousands of repair parts for the numerous window covering manufacturers/products.
While 95% percent of our items are currently in stock, delays such as this are not uncommon while attempting to locate and provide the correct part for your needs. Were still inventing the wheel per se for this industry, and creating the standardization for scenarios just like this is our real goal.
We have no control over manufacture? S mistakes, exact delivery times, or what they decide to keep making. It is difficult to determine what parts consumers need, and have to prioritize much of the purchasing power based on demand. Some parts have been in stock for many years, used for our local repairs but have little or no demand online. We maintain over 3000 different parts in stock, and then further categorize by the variations of lefts & rights, blues & greens etc."
So, finally on Dece 15, I canceled my order and received an email saying they would credit my VISA with the amount charged. I asked when this credit would occur and it took six days for them to reply to me with the following:
"Thanks for checking, and your patience. Your order is still in process for the refund. I have printed a followup note for our boss to put it on a priority for you. You will surely see it on your next bank statement, and will also receive an email from our site provider confirming the process. I'll make sure it gets taken care of as soon as possible."
I replied to their Dec 21 email and said I would complain to the BBB if my money was not credited by the 28th. Today is Dec 30 and my VISA has STILL not been credited. This is outrageous treatment of the customer and I feel like I may never get my money back. Even though it is only $22.76, this company is cheating me. They obviously do not care about customer service.
0 comments