Placed an order to pricemad.com on August 20th for a 52" LCD TV and a 1" adjustable wall mount bracket for it. Anxiously wanting my new TV I paid for the express shipping with tracking information so I could see when it would arrive and make plans to receive it. There sited claims 3-7 days shipping with the express service. I received a standard order confirmation email including some details about how they want all customers to be happy etc and said I can call to check on my order etc.
Tuesday I tried to track my order on the web site. My order status was changed to "HOLD please call" I don't know how I was supposed to know I had to call as they never called me nor sent me an email. I wonder how long it would have been left on hold if I hadnt looked it up. So I called during my lunch break, only to get transferred to sales. Apparently they just wanted to take this opportunity to pressure me into an even more expensive TV with comments like "I'm not telling you what to do but I wouldn't buy that TV" etc. Having done a lot of research etc I was confident in my choice of TV despite what this guy was trying to talk me into. I confirmed it was in stock and available if I wanted it. So he agreed to ship it out right away as ordered.
I checked the order status Wednesday and Thursday hoping to get my tracking number. When I still did not have it by Friday I decided to call and see if there was a problem. I was told by customer service that it is still in stock and will be shipping out today.
Monday (now 1 week) I still did not have a tracking number but my order status changed from "processing" to "will ship" having been promised it was going to be shipped on Friday I decided to call again and maybe get my tracking number. I was then told yet again "I don't know why it didn't ship it'll go out today". I was then given the exact same excuse Tuesday as well as Wednesday. After getting this line for the third time Wednesday I decided it was time to speak to a manager and get to the bottom of why this was not yet sent anywhere. Once I got the manager I was told "O that shipped out yesterday". I don't know why the first person I spoke with at customer service didn't know this. I then tried to get a tracking number so I could make sure I could be home or have someone at my house for the delivery. She explained that she couldn't give it to me because its a private shipping company and it takes a few days to get the tracking number. A few days... Just for a tracking number? I was also told that I couldn't get a delivery date or even an estimate beyond 3-7 days. So that 3-7 days promised wasn't to include the more than I week it sat in a warehouse not leaving for no apparent reason? I continued checking the site one a day until Friday.
Friday while at work I get a call from the trucker in very poor English indicating he has my TV and will be by my house in about an hour to drop it off. This is exactly why I wanted a delivery date. Now I had to explain this to my boss and hurry home. Thankfully I only live 15 min from work. The call I got was at 9:00 am. I'm thinking I should see this guy by 10:00 or 11:00. Well I didn't and not by 1,2, 3 or at all that day in fact! So now I took an entire day off from work for nothing. There was never a call or anything else from this guy.
Having wasted Friday and now into the weekend (when customer service is closed) I now have to wait till Monday to call someone about this to see what happened. No Monday they are closed for Labor Day, so now it's Tuesday the third week (with my express shipping i paid $250 for). I finally get a hold of pricemad and they manage to patch me through to the driver. He's claiming there was too much traffic and he couldn't make it to my house on Friday as promised. He tells me he's in PA and will be a while before he can get to my place in NJ. I asked for an estimate he says early afternoon Ill call when i get close. Ok I explain to my boss Im going to need to leave again soon to get my TV, again. Its nearing 5:00 and I still have not received a call worried the company will close on me before I can get through to the driver I call back this time getting his cell phone number. Then customer service tells me they just spoke with him and he's almost at my house. Glad I called since he didn't. I also found out this time from customer service it was sent by "local delivery" not the express shipping company I paid extra for! Now I know why i never got that tracking number. I rush home yet again at least this time not missing much work to wait for him. He shows up in about an hour in a truck with graffiti on the side of it and no company name. He unloads my TV and mount and helps me bring it into the house. The only phrase he spoke I could fully understand was asking for a tip and holding out his hand.
After he leaves I unpack everything and the TV is fine. The wall mount box was a little ripped but fine as well except for the fact it was 3x thicker than the one I ordered. It's not even one I can find on the site. It also doesn't have the adjustability I wanted. I called customer service and spoke to a very rude "Nancy" I tell her I got the wrong wall kit and she says she need to talk to a manager about what to do about it. What king of customer service doesn't have info on hand to address a simple problem like just an incorrect item? I explain to her it's not what I wanted to save the time cost etc of shipping stuff back and forth if she can provide a partial credit or something Ill just deal with it. She agrees to ask the manager if that would be ok when they get in at 12:30. I then ask her to explain that it was shipped out by the wrong trucking company too and I want the difference in shipping costs back. This is where she got really nasty with me. Going off about how it doesn't matter I still got it in time they don't do that etc. Trying to explain that this is not what i paid for and over 2 weeks is not acceptable she keeps raising her voice over mine to make her point. I now insist on speaking to a manager about this. She was unable to give me a managers name or number but said I can call back after 12:30 to speak to one. I'm filing this report before I do. I'll post my results shortly.
Charles
Gloucester City, New Jersey
U.S.A.
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