I am glad I checked complaint before waiting too long. I got suspicious pretty quickly after the poor customer service for a major purchase like this.
Last week I ordered a canopy worth around $1,000 plus sidewalls/accessories. The salesperson assured me that the items were in stock & the order would be shipped out within one or two days, which is the same period of time indicated on their website (the FAQs section). An order confirmation email indicated I would receive an email with shipping tracking information once the item shipped.
A week later and no tracking number, I emailed them. Someone *did* call me back to say the item had not shipped & they didn't know why, but the item would ship "soon".
By the next morning there was no email from them with tracking information, so I called again once I realized my credit card had been charged three days after I placed the order.
This time the customer service rep said the item WAS shipped the SAME DAY I placed the order, but he would have to contact shipping to "try to" get a tracking number. I asked why it's not in the system, and how a such a large &U expensive item can be shipped and not tracked by them, but he just alluded to the system there being disorganized because they have such a high volume of orders. (I still wonder how he could "know" the item was shipped if the shipping info is not in the system?)
I reminded him that if they shipped the 500 pound package, they really SHOULD have a tracking number, and failing that negligence they could surely get the number from Fed Ex.
I told him I am very disappointed in the customer service, and he said "yeah, lots of people say that". He assured me he would call me back before the end of the day, but he did not.
I called them back, but it was after hours. The SALES department was still answering, however. The sales reps said they have no info and cannot help me. I told the last rep I talked to that if I don't hear from a supervisor tomorrow AND get a tracking number, I will call my credit card company and cancel my order. He just maintained that he has no info ("it's out of my hands" philosophy) and would pass along my contact info.
I will update this report when I get a resolution.
PS: I just noticed their email address is a Yahoo one. THAT is very suspicious!!
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