I had ordered the Jack LaLanne's Deluxe Elite power juicer on January 11. This order included the seven year warranty, along with the Juicer Celebrate cookbook. Two weeks later, I got my book and an email with the warranty information to the juicer I have yet to recieve.
On January 16, I had recieved an email online for the current status of my order. I had also recieved two emails on the 19 for the same status of my orders along with attachments which was the warranty information. Each email had an order number, in which I had to copy and paste to the juicer site in order to check my order. The invoice on the juicer site had two invoice links. One was pertaining to the cookbook and warranty info, the other was for the actual machine. All had informed me that my order was shipped on the 18.
I had recieved my cookbook and warranty info, and by this time it was February the 4. So I called the Customer Service Dept. To find out what was going on. Talked to a rep by the name of Vanessa, who at first was confident that I should have recieved all of what I had ordered at the time. I pointed out to her that the invoice on their web site does indeed have two invoice numbers on it.
The first invoice # was for the actual equipment, the juicer. According to UPS Grounds, they are still awaiting the shippment of the item to ship. They just have the shipping information. This is the current status on UPS's website to date (2-23-10). The second invoice was for the book and warranty info. Fed Ex had shipped this item and these are the only part of the order I have to date (2-23-10).
Vanessa told me that the item may have gotten lost between their shipping dept and UPS (I doubt UPS is at fault). So she put in for a replacement and told me to" just give a couple of days." No new invoice number; nothing but "give it a few days".
February 15, still no juicer. Highly upset now because Tristar had recieved payment upon the close of the online transaction. Immediatly after I clicked "Submit".
I called back, the office was closed due to bad weather. February 18, I called back and was on hold for over 20 minutes. Finally, a guy named Que (like the sound 2) responded to my irrate call by telling me that they were experiencing a very large volume of back orders and that my order will be shipped out no later than Friday (that would have been Friday 19)
I told him that I wished Vanessa was more clear on this because I was not told they were on back order. No one sent me email informing me on anything and when they did tell me something, it was because an already upset consumer who had already given the company pay for merchandise not yet recieved was calling and they were not happy.
Today is February 23, I have checked the status of my order. It still says the same thing it has said since January 18. And UPS still has the same status of my order since this date as well. I have already filed to the BBB about this and I just want what I ordered or my money back.
Although their policy says standard shipping is 4 to 6 weeks, their advertisement says 5 to 7 days and so far, I am currently on the sixth week and it is almost over and I have yet to see the juicer I ordered. Alas, currently I have a warranty in my hands I have no equipment for! I should have gone to Walmart.
I have ordered several items from other companies since this order and they have all used UPS. So far, I am confident UPS will not lie to me about my orders. Neither will Fed Ex for that matter.
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