- STORE REVIEWS
- PRODUCT REVIEWS
2003-10-07
1/5
"This order from eTechWarehouse included items for resale to clients. The order was placed online on September 23; at that time, the system showed all items in stock ("more than 50" available). Expecting my items to arrive within 4-7 business days, I did not check the status for nearly a week.
When I checked back, my order still showed "processing". My card had been charged for the order amount, but nothing had shipped. I started calling. "Started", because I could not for the first several days reach a live person. I left three voicemails in the first two days, and finally persisted (redialing more than 10 times) and reached a live person on the 3rd day of calling. During this time I also sent an email and a fax and received no response to either.
When I spoke with a customer service rep on the third day, he told me he would personally assure that my order was shipped by the end of the day, and agreed to call me back (regardless of what he was able to accomplish) with an updated status report before the end of the day. He did not call back.
Over the next 10 days this scenario repeated itself three times: call repeatedly to finally reach a live person, extract a promise of action and a promise to call back, and wait in vain for any response. Each rep's given extension proved to be a dead-end line which disconnected me when I called back, and I would have to keep dialing until getting a new person on the next call.
The fourth rep's extension actually worked. She did NOT call me back as promised, and also did NOT succeed in getting my order shipped. However, after leaving her an insistent voicemail, she did call me back after another day had passed. The news was not good.
The order was placed on September 23. On October 7 (today), the order STILL had not been shipped. The items are in stock, but the rep told me today that they will not be shipped for AT LEAST another 10 days! She would not let me speak with a supervisor ("My manager would just tell you the same thing") nor say anything other than "I'm very sorry" to any of my requests for further escalation of the issue or expedition of the order.
If I canceled my order, she said, I could "realistically" (if that means anything from this company) expect my refund to be processed within 10-14 business days. At the rate things are going, I wouldn't see that money for months. So, I can't get the items, and don't have the funds to purchase them again. I am at the mercy of eTechWarehouse.
In an abortive attempt to make me feel better, she told me that no one else's orders were getting out on time, either -- that many of their customers had placed orders more than a month earlier which still had not been shipped. "We're just too busy", she said. Great. "Thanks", I said. "Now I feel even more certain that this will be the last order I ever place with you."
Once this fiasco is ended, I will NEVER AGAIN order from this company. I urge you to heed this warning and follow suit. Good prices aren't worth it if the product is obsolete by the time you receive it -- and woe unto those who, like myself, order something on behalf of a customer. Then you'll both get burned."
Detailed Ratings
Overall quality of the company
Pricing of products and services
Value the company offers
Is consumer focused
Is committed to quality products and services
Is easy to do business with
Is trustworthy
Likelihood of customers making future purchases
Likelihood of customer recommendations
Overall product shipping and delivery process
Being updated on the exact date the delivery was sent
Delivering products on-time
Ease of checking delivery status
Variety of brands and products offered
Overall quality of ordering process
Ease of checking order status
Ease of ordering online
Ability to determine if a product was in-stock real time
Overall technical support
Being easy to reach
Making decisions on their own
Resolving problems
Being trustworthy
Being knowledgeable
Overall customer service
Customer service resolving problems
Customer service being easy to reach
Customer service being knowledgeable
Customer service being trustworthy
Customer service making decisions on their own
Overall web site
Web site being easy to use
Speed of web site
Web site reliability
