- STORE REVIEWS
- PRODUCT REVIEWS
2006-06-28
2/5
"I purchased a pool pump on Monday night online and chose UPS Ground ($21.35 with handling).
I called first thing Tuesday AM to tell them I wanted to change to 3 day shipping to get it here by Friday so I could have my pool open over the July 4th weekend. I was told total shipping cost would be $47 (can't remember exact amount). I approved that and then checked an hour or so later online and saw the $47 amount listed on the invoice. I thought all was well and that I would recieve my pool pump on Friday.
I returned home late in the afternoon to find a message on my answering machine from Chris telling me the package was ready to ship but it would be $73.30 and he wasn't sure if I still wanted the 3 day shipping. I called immediately..
I spoke to Chris and he said it had not been shipped and wouldn't be shipped until Wednesday afternoon since that's when UPS picks up there. (So I ordered Monday night.. and it won't leave their building until Wednesday afternoon.. ouch). I told him that I didn't want to pay the $73.30.
It would have been nice had they honored the original quote for shipping 3 day instead of trying to stick me with an additional $26.
((updated 7/8/06)) -------------------
I received the pump Monday (i.e. if they had shipped it regular ground when I ordered it then it most likely would have gotten here Friday as it was sitting at UPS a few miles from here Friday night).
I did receive an e-mail from Surplus Center, but they made no attempt to right this blunder (it sounded like they didn't see it as a blunder at all).
The product was great, the price was great, it was packaged great.. they just dropped the ball in customer support and in estimating the shipping.
So here's the skinny:
-- 1 - When I called Tuesday AM to say I needed it by Friday they should have been able to say "we'll ship it today and most likely you'll get it by Friday via UPS Ground" then that would have been great.
-- 2 - If, when I called Tuesday AM, they had told me 3rd day would be $73 (instead of $47) then I would have told them to ship it ground and would most likely have gotten here Friday. All would be well.
-- 3 - If, when they realized that it was going to cost more to ship 3rd day than they estimated, they had absorbed that extra cost and gotten it to me on Friday then I would be happy.
-- 4 - If, when I contacted them to tell them that I was an unhappy customer because they had dropped the ball and inconvenienced me, they had sent me a discount coupon or something.. then I would most likely order something from them again."
Detailed Ratings
Overall quality of the company
Pricing of products and services
Value the company offers
Is easy to do business with
Is committed to quality products and services
Is consumer focused
Likelihood of customers making future purchases
Likelihood of customer recommendations
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 product shipping and delivery process
Delivering products on-time
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
2005-10-26
1/5
"Ordered something that was "in stock". Didn't receive tracking number, can't get through to a sales rep via phone, no response from them via e-mail after days of e-mailing them repeatedly.
I have no idea if the order shipped or not.. what a pain. ((updated.. the item did finally show up, but NEVER heard back from the company to acknowledge that I had sent e-mails asking for a tracking number. ))"
Detailed Ratings
Overall quality of the company
Pricing of products and services
Value the company offers
Is committed to quality products and services
Is easy to do business with
Is consumer focused
Likelihood of customers making future purchases
Likelihood of customer recommendations
Variety of brands and products offered
Overall quality of ordering process
Ability to determine if a product was in-stock real time
Ease of ordering online
Ease of checking order status
Overall product shipping and delivery process
Delivering products on-time
Ease of checking delivery status
Being updated on the exact date the delivery was sent
