I ordered 3 sets of inserts ($340) and requested the items be shipped to a different address than the billing address since we are spending the winter out of town. The home will be vacant until February. The company emailed me an acknowledgment that showed the correct shipping address.
I received an email from UPS with the tracking number. The UPS site indicated the items were being shipped to the BILLING address! I called the company but couldn't reach a live person so I left a message. I also sent an email telling them about the UPS information and asking that they correct it or confirm the correct ship-to address.
Nobody responded by the next day so I called and left another message indicating that I would be cancelling the order and disputing the credit card charge unless the problem was fixed. Still received no response.
The following business day the UPS site indicated the package was out for delivery to my house, the wrong address! I contacted UPS, explained the situation, asked if anyone from the company had contacted them (they said there was no record of any contact from Orthoticsdirect.com) and asked if they could change the delivery. UPS said they would attempt to contact the driver to halt delivery.
In the meantime, Orthoticsdirect.com finally emailed me response stating that the package had been sent to the correct shipping address. This, of course, contradicted UPS. I told them that, in my opinion, either someone in their shipping department was not telling the truth or UPS somehow miraculously knew my Billing address and decided to send the package there instead of the Shipping address I requested.
Unfortunately, UPS still didn't get things right. They tried to redeliver the package (as they were originally told to do) to my BILLING address. Once again, I called UPS. They promised to straighten it out. And, they once again told me that there was no record of anyone from Orthoticsdirect.com calling them about the package. When I asked Orthoticsdirect.com about this, they stated there was no reason for them to do anything since I was calling UPS! Great customer service, right?
Ultimately, UPS still got it wrong and there is presumably a package sitting on the porch of my house getting rained on and ruined. Orthoticsdirect.com claims that my problem is with UPS, not them (even though UPS was only following the incorrect ship-to information supplied by Orthoticsdirect.com). They appear to be satisfied with their level of service since the package was delivered to my house (where nobody is home and nobody will be home for a couple of months) even though that is NOT where it was supposed to be delivered.
Orthoticsdirect.com's entire approach appears to be that as long as I was trying to handle the problem, why should they bother? Promises to follow-up were not honored. Promises to have "Mary" call me ASAP were not honored.instead, Orthoticsdirect.com called my emails and phone calls libelous and insulting. They said things were confusing.
I pointed out that if they were insulted, they perhaps they should improve their customer service. As for libelous, the truth is not libel. Finally, things wouldn't have been confusing had they either: 1) shipped the packages to the correct address to begin with, or 2) responded to my first messages and corrected their mistake.instead, I've had to file a dispute with my credit card company to get my money back.
The bottom line is that, in my opinion, Orthoticsdirect.com's customer service stinks. I can only imagine the problems I would have had if the inserts didn't fit well and I needed an adjustment or to send them back for any reason.
I do NOT recommend doing business with this company. And, if you do, use your credit card or you may never see your money again.
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