"I was trying to place a large order for a business that was opening and on a tight deadline. I left repeated messages to try to reach someone and received 2 call backs over a 2 month period of time. Neither of the messages answered any of the questions that I had asked.
I was then told that my order would go through on a certain day and found out 2 days later that was not the case as it still had not been processed and would not for 1-2 additional days. I once again explained my deadline and asked what I could do to speed up the process. I was told to fax and it that I would receive confirmation with an invoice the following day. Later that day, a representative called saying they could do not produce an invoice without a check (which my company requires we have first). I told her that I had spoken to 3 people that day, including a supervisor, and that I was told I could do this. She said she would check on it and let me know if there were additional problems.
It is now 3 days later. I have left 2 additional messages and have not received an invoice or a return phone call. I have now taken my order elsewhere and will never be working with this company again.
Good luck."
"I ordered a Christmas present for my nephew and paid $5 for it to be giftwrapped. The toy was shipped and received ,but it was not wrapped. They still billed me the extra $5. I sent three e-mails to this company to try and resolve the issue, each time waiting about a week for a response. I never got a single reply back.
I thought ordering through Amazon as I have safely done so for years without any probem would be safe. Wrong! Back to Basics should stay true to their name and actually communicate like humans are supposed to do. "
"On December 11, 2007 I ordered a gift to be shipped to my nephew in South Bend, IN.
On December 14, 2007 I received a shipping confirmation for said gift.
On December 18, 2007 (after checking the Fedex number for a couple of days), I called customer service to ask if the gift was going to be shipped in time for Christmas as the Fedex tracking label stated that they had received the information, but no package. I was told by the customer service representative that there had been a problem and several packages were delayed, but that it was upgraded to next day air and would arrive in time for Christmas.
On December 20, 2007 after being told that I would receive a confirmation email on 12/20/07 for the next day air, I called again. Luckily, I have a speaker phone and was able to clean the kitchen for the 45 minutes I was on hold until the line dropped.
On December 21, 2007 I attempted to call customer service again, but was unable to get through.
On January 6, 2008 I received an email from Back to Basic Customer service apologizing for the various problems that had happened over Christmas with a 20% off coupon.
On January 11, 2008 my sister called me to ask where my nephew's Christmas gift was.
On January 12, 2008 I sent an email to customer service to ask the same thing. I have not heard back.
On January 12, 2008. I called in to Back to Basic toys customer service to find out just where said toy was. The customer service representative was a bit curt, but did try to find out where the gift was and offered to resend it.
On January 16, 2008 my sister received the wrong gift (which was considerably cheaper than the one I ordered) and could not return it as the return tag was badly torn and she couldn't read the address.
On January 16, 2008 my brother-in-law called customer service to return the wrong gift, get the right one and a return postage tag.
On January 17, 2008 I received an order confirmation from Back to Basic toys for my nephew's gift, being sent to MY address. I live in Albuquerque, NM, not South Bend, IN and do not want to pay the additional shipping to send it to my nephew.
On the evening of January 17, 2008 I called Back to Basic toys to get the shipping address changed. I talked to Karen (who was quite a nice lady) and she told me she would email her "team leader" Megan to have the address changed.
On January 18, 2008 I received the shipping confirmation that the gift was coming to Albuquerque. I called again, was told that Megan was not in yet. I waited an hour or so, called back and got to Megan. She assured me that she would get the address changed. I told her I wanted a confirmation email that the gift was being sent to the correct address. She told me she could not do that, but would try to have her supervisor do so.
Checking the Fedex info this evening, the gift has been picked up from Back to Basic toys and is coming to Albuquerque.
Needless to say, I am really not pleased. At this point I am going to try to contact Fedex and see if I can get the gift rerouted, as it is obvious the customer service group at Back to Basic toys is not able to."
"I basically relied on this company for my daughter's entire Christmas. I was suppose to receive three boxes, 2 bigger items and then another box with a bunch of the smaller items. I only received 1 box with one of the bigger items. I started getting worried the week before Christmas when my other packages had not arrived, and I called customer service. Back to Basics customer service really was uninformed and complicated the problem by blaming FedEx and more. By Christmas Eve I was upset and in tears, clearly all my hard work and planning was for nothing, I wasn't going to get anything else in time.
I found a site that listed an executive number and I have to say that once I got a hold of the right people, I feel that I was taken care of promptly and fairly to compensate myself and my family for basically ruining Christmas. I told the people I spoke to that I expected to be refunded for my shipping and that I would like to try there company again, but I would not risk my own money to do so... not after the complete disaster I ran into. I was given a very generous store credit and my shipping has been refunded.
I am willing to give this company a second try, because of how quickly the problems I encountered were dealt with. Can it replace my 2007 Christmas? No, of course not, but given what the company was dealing with - I am willing to give this company another chance to prove to me that this season was a fluke.
FYI - I was told by two different executives who did not have time to communicate with each other - I accidentally got one at home - that they had an employee stealing from them / us. The employee was scanning packages for Fed Ex and then walking out the door with them, causing enough confusion and delay to not get caught until customers started flipping out when there items were clearly not going to be arriving by Christmas Eve. Seems a real life Scrooge had a hand in screwing up our Christmas and he is reportedly behind bars now. I was as mad as anybody, but I felt given the circumstances and the response I got to make it up to me, I am feeling confident enough in this company again to give them another chance."
"I should have read the reviews!
They charged me and sent me a confirmation number, but when I checked the Fedex tracking number, no package had ever been picked up.
This vendor failed to deliver anything at all much less my order for my daughter by Christmas as they promised.
No response to my emails...phone hold times to infinitiy.
I plan to dispute the charges with MasterCard and get them reversed.
AVOID THIS VENDOR.
I wonder how they can maintain their PCI compliance with practices like this."
"Ordered toys in stock...received confirmation os order and delivery notice.Money debited from my account at time of purchase.As of Dec.26th, only four toys have arrived of the nine that were ordered...one of those Dec 26th.FedX says tracking number I received was generated by Back to Basics and not them.Tried unsuccessfully to reach them by phone and e-mails.Toys were for my grandchildren.Will NEVER order from BACK TO BASICS again"
"I have been shopping online for over 10 years now and I must say, you are by far the WORST online vendor I have ever dealt with.
From the moment I place the order I could tell the company didnt have a clue as to how to fullfill an order. Even worse, they set unrealistice expectations. In addition to not knowing where an order is in the process, they send out fake shipping confirmations to give the appearence of the order shipping. Instead of just telling customers that the order didnt ship so they could shop eleswhwere, they pretend that they ship.
Now it is Christmas Eve and I still dont have the "Santa" presents I was expecting and I have to run out to the store to buy replacements. They still insist that the order shipped but I confirmed with Fedex that it has NOT.
They should not be allowed to do business anymore. They are a complete failure. Not because tehy dont have the items and not because they didnt ship the items but because they give the illusion that the items were shipped.
I hope they go out of business. I will be telling EVERYONE i know what a terrible experience this was including the 60+ minutes on hold.
"
"I placed an order with Back to Basics Toys on November 29, 2007. On November 30, 2007, I received an email from the merchant informing me that the items I ordered were in stock and would be shipped immediately. As of December 7, 2007, the order was still being "processed" and had not shipped yet. On December 7, 2007, I attempted to cancel the order but was told that I could not cancel because the order was being "processed". The merchant could not tell me when the order would actually be shipped. I will definitely NOT be ordering from this merchant in the future."
"This is the first time I ordered from this store. When I received the confirmation I noticed that the shipping address was wrong. I probably put the wrong address due to billing address being different. I emailed them immediately to tell them to change shipping address. Never received email back confirming address change but thought maybe it would be taken care of. Checked with fedex online and said was on its way but still had the wrong shipping address. Emailed backtobasicstoys 2nd time about wrong address and did not get any response. Had to call fedex myself and tell them to change shipping address. Also tried to call but was on hold for a long time. Emailed them again after xmas just to tell them about the terrible customer service and have yet to hear from them. Also one other thing, which really is my fault for not checking first, their prices are outrageous. Paid 59.99 for construction toy(loader) and kbtys had it listed for 29.99. Well... we live and learn. Will never order from them again. "