On Friday 11/19/10,6pm I ordered a Petsafe Wireless Instant Fence from the TSCPets.com website. The price was attractive and I found a 5% discount code. It was advertised "Free Shipping". I was expecting to pay $290 for this unit, but really needed it to arrive by the next Friday. After entering my order I believed I must have missed the option for an expedited shipping choice.
Before "Submitting" I opened another browser window and entered through the order process again to see if there was another shipping choice. I couldn't find one, so I went back to my original browser and submitted my order.
Immediately the confirmation appeared and I realized I had a problem! The order was doubled. According to the confirmation email "Please allow average of 1-3 business days for processing for Ground & Standard Shipping". Immediately, I called their Customer Service number, which is answered by a person who fields calls for many different companies. I was told that no one was available from TSC Pets until Monday morning to assist me, so by 6:13pm I emailed TSCPets.com customer service, notifying of the error and requested they cancel the second item.
11/22/10, Monday, 8:35am TSCPets Customer Service sent me an email: "We will make sure that only one is sent, and would you like 2nd day air, to make sure you receive by Friday?" I called to inquire as to the shipping cost and time frame and opted for the one unit by standard free shipping (believing it was coming form California, where TSCPets is based)
But by 9:09am I received an automated email that confirmed shipment of 2 units from Ohio! I promptly called the Customer "Dis"Service Dept back and was told, she was sorry, but the order was processed automatically and as such, there was nothing she could do about the double shipment. She would send a RMA# in another email.
The items arrived on 11/30/10. Total charge $583.76, some $300 more than I had expected! And the 15% restocking fee along with return postage would negate any savings I had hoped to realize. I finally received a credit to my account, only to discover that, even thought they charged me tax on the whole original price of each item before any discounts, the refunded tax was for only the tax on the price after deducting the discount and some other fee. Again the Customer Service Dept cannot explain why it is calculated this way.
I now believe I should have immediately called my credit card company and cancelled the transaction. I could have saved myself a lot of money, time and aggravation.
I can't believe there aren't more derogatory reviews about TSC Pets.
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