My husband placed an order for my Christmas gifts on December 13. One item shipped late December, the other two items were mysteries for a while. It seemed the second item shipped on January 7th (after two weeks of "staging"), but they couldn't give him tracking info and the third item was "staged for shipping" though he was given no other specifics. They kept telling him they were caught off guard by the holiday rush and only gave canned responses that the items were "staged for shipping". The second item did not arrive until January 15.
On January 7 he requested that final item be expedited at no cost and was assured it would happen.incidentally that day I had received a new catalog showing that item as marked down 50%. He was promised the price adjustment and no-cost shipping. He called again to follow up on January 12 (five days later) about the third item and was told they may not even have that item any longer though they insisted again that it was still "staged for shipping". They also stated they had no way to "verify" it was on the floor. I asked him to cancel the order, which he did on January 12. To our surprise the item was charged to his card (full price plus original shipping, they did not honor the price adjustment and shipping) and arrived via USPS (not UPS) this week on February 12.
I am shocked that a company which claims to be in business for 36 years has such poor customer service and has an archaeic, ineffective processing/fulfillment center is still in business. I was horrified to see there were so many complaints. Had we known, we would never have placed our first and last order. I only hope that we are fully refunded for our return and now have the additional burden of MORE follow up and keeping a close eye on our credit card bill to make sure they don't screw that up. I have written a letter to the CEO John Emerick (thank you EMeyer!) which I am including in the return shipment as well as sending to the corporate office in Portland OR. Further, we are filing a complaint with the BBB in the state of Oregon.
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