We've used this provider as a backup vendor for quite some time and they used to be OK. Not the quickest response time - they would never be able to commit to a firm delivery date/time on the first call and would promise to call back the same day to confirm. Then they would not call back to confirm so we always had to call back to remind them but they were fairly reliable once the schedulding process was over which was 1-2 days. So service was OK.
But things have been evolving. The first change was that delivery used to be included in the price. There is now an extra charge for delivery. So if one is paying for deIivery, one would expect a bit of customer service.
The office staff seems also to have changed. Calls are sometimes completely forgotten and when this was brought to their attention, they seemed oblivious to the fact that they should have returned a cxall. Communication as to terms of purchase and delivery is not clear and will not be firmly committed to.
At last order, they committed to deliver at a certain date/time and when we called to confirm we were told they were not sure when they could deliver it. They would not even commit to a date. We told them we would need a firm time/date commitment and the response was that they could not give it and we were free to go somewhere else. They finally gave a revised time and told us they would call to confirm but the time would be close to what was estimated. We changed our schedule to accomodate them and then they called back to change the time to hours later. This is on a prepaid order, both barrels and delivery.
It's a pity but it seems like they don't really care about their customers and have the idea that the customer's schedule must be subordinate to their own and the customer must continually call to remind their staff. This is not an approach that would be considered good customer service by any standard. read more
