Do not buy from this merchant. Spend the $20 extra dollars and buy from someone else.
I do a LOT of shopping on the Internet and NEVER have I had such a HORRIBLE experience.
I ordered a DVD player on July 11th and promptly received an email that said my order would ship in 2-3 days and that I could check the status online. My credit card was charged the day I placed the order, NOT when the item shipped as most companies do.
On July 14th (3 days after placing the order) I went online to check the status and it still said, "Will ship in 2-3 days." I emailed customer service asking them about the status and received an email the next day stating, "For best assistance, please contact our sales management at 888-447-0011 x308." (Why even bother having a customer service email address if you don't offer customer service via email, I ask.)
So I called the extension and reached voice mail. After a couple of volleys of phone tag I spoke to someone who told me the item I ordered was discontinued and was asked if I'd like to order the newest model. I agreed and was told that it "will ship in 2-3 days." (Why didn't they call me or contact me when the order was placed telling me the item was no longer available? If I hadn't called them, would I still be sitting here waiting?)
A few days later I checked the status of my order online again and still all it said was, "will ship in 2-3 days." I again called customer service and was told that the item had shipped.
A few days later, after not receiving the item, I checked the online status again and the status was unchanged. I called customer service again and was told that the item had shipped. (Had it not been I would have canceled the order at this point.)
After about 2 weeks (a ridiculous amount of time for anything ordered to be received) I again called customer service and this time was told that the item had "just shipped" because for some reason the distribution center had not filled the order for 10 days. The customer service rep told me that she would email me a tracking number so I could track the order. I never received the email.
On August 3rd (23 days after placing the order) I called customer service AGAIN. (The online status STILL showed "will ship in 2-3 days.") I told the woman I was angry and asked to speak to a supervisor. She said something like, "Please tell me what the problem is so that I can connect you with the correct supervisor." I told her the problem and said all I want to know is where my DVD player is. She put me on hold to contact the warehouse (or some online screen or something) then came back and told me the item shipped "July 30th." This was at least the 3rd or 4th time I had been told the item had shipped. Frankly at this point I didn't care whether or not the item HAD shipped, I was so fed up with the whole transaction I told her I wanted to cancel the order. She said she could not because the item had shipped so I told her I would just refuse the package. She said if I did there would be a 15% restocking fee. I told her that was BS and asked to speak to her supervisor. She refused! She told me she would email me the tracking number and I demanded that she give it to me over the phone - which surprisingly, she did. She said she would also email it to me for my records (which she never did).
I hung up the phone and called back 2-3 times each time immediately asking to speak to a supervisor and each time was told I could not.
The last time I called, the person answering the phone said he was the supervisor. (It was right at closing time.) I told him the whole story and he apologized then basically said "We're only human. People make mistakes." I replied, "I can understand one mistake but this many?" I mentioned the numerous times that I was told the item had shipped and he said that "typically" a rep will note the date on the order, and if it was at least a couple of days ago, given the (I guess) "will ship in 2-3 days standard" they "assume" the item has shipped. I asked, "Assumed?" and told him I KNOW there was some way of checking with the warehouse to verify shipment because the last rep had done that and he replied saying something like, "We receive over 400 calls a day. We don't have time to check on every order when people call." I told him I wanted to refuse the merchandise when it arrived and he basically said that what I had been through thus far would be nothing compared to what I would go through to try to return something PLUS there was a 15% restocking fee. (It "had" to be that way as there was the company and the warehouse/distributor.) Another ridiculous statement for I KNOW I have purchased items from company that have the merchandise shipped from a different warehouse or different company and it has NEVER been this much trouble. He again apologized and said they are always trying to improve the system but... They do receive 400 calls a day and cannot be expected to check on every little request. They are, after all, only human. I was tired of dealing with the whole thing so I just gave up.
After I got off the phone I went on the Internet to the UPS site to check the status of the package via the tracking number. I was infuriated to read that the DVD player had only been shipped the night before, August 2nd.
Not only did most every rep with whom I spoke tell me that the item had shipped without checking to see if it had (or even checking to see if there was a problem) when someone finally DID check, she looked at the screen or whatever she did, saw the date it shipped (August 2nd) then told me it had shipped on July 30. She out-right lied!!!
Again, I do a LOT of Internet shopping and NEVER have I received such horrible service. All it would have taken was someone to contact me and say the DVD player I ordered was discontinued and then, later, contact me and tell me shipping was delayed. Heck, posting it as the status on the Internet would have been fine. I was in no rush... All I wanted was a little communication.
Please, save yourself from a LOT of anger and a LOT of frustration and buy whatever it is you want to buy from some other store, from any other store. If I could find the name of the CEO or president of this company I would certainly write him and let him know my experience but I have not been able to find anything thus far. (And trust me, I've looked.)
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