Ordered product that said will ship in 5-7 days. On the 7th business day (10th Calendar day), I contacted customer service by phone and by online chat. I was told both times that the product "should ship" on the 7th day.
I told them that I knew it "should ship" by the 7th day but asked if it "would ship" by the 7th day. Well that's when things got a little confused on their end. They didn't know if it "would ship" they only knew that it should ship. When I pressed them on it, I got a response saying that they didn't have a list of items that are being shipped and could not tell me 100% that it would ship on the 7th day.
During the chat I also pointed out the majority of complaints about o2gearshop were based upon failure to ship on time and that their own local BBB has given them and F for that reason and other reasons.
Well, let's make it simple, below is the transcript from my chat. It is unedited except for my name and order number which I have changed.
Info: Please wait for a site operator to respond.
Info: You are now chatting with 'Andrew'
Andrew: Hello, how may I help you today?
You: Hi Andrew. Checking on the status of my order, Order Number *
Andrew: One moment, I will check on it for you.
You: Thanks
Andrew: Looks like you spoke with John earlier today. It is noted that is should be shipping out 11/17.
You: Was actually on hold while you were checking for me and he picked up. So it will be shipping on 11/17?
You: If you search the internet you will find that the biggest complaint with o2gear is that people are told that it will ship but it does not. So I would like to be clear that it will ship tomorrow. I know it shouldbut will it?
Andrew: Tomorrow is the 7th business day. Typically weget custom order shipments for the manufacturers within 5-7 Business Days. There are times we get it a little sooner sometimes it can be a couple days later.
You: Will it ship tomorrow?
Andrew: I cant not give 100% answer as you seem to be seeking. I dont have the list of what is all going out today and I dont have info of what is all going tobe delivered to us tomorrow. We items out the same day they are delivered to us.
You: My question is will it ship tomorrow. Today is actually the 7th business day so what your saying is that you don't know.
You: http://www.bbb.org/wisconsin/business-reviews/furniture-outdoor/02-gearshop-in-appleton-wi-14002533/
You: I will wait until tomorrow to see if the product is shipped.
Andrew: The tracking number will be emailed to you when it ships out.
You: I understand, but what I want to know is when it will be shipped. The site said that it will be shipped 5-7 business days. I was told by John and you that it "should" ship today or tomorrow. But now I find that no one really knows if it will ship today or tomorrow.
You: I just want to have a record and to be clear for my credit card company.
You: And the BBB. Thank you and have a good day.
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