I placed an online order on a Monday evening. Their website was good, and their selection was…read moreadequate. That's one star.
My credit card was billed immediately and I received the "order confirmation" email. Tuesday morning I called to ask about other sizes that weren't shown on the website, and they discovered they actually didn't even have the size I originally ordered. Solution: the supplier has one of the other sizes I asked about, so they would get the order underway, and let me know about shipping that day. Later that day, no word from Kelly's. I called, they said sorry, we got the new size from the supplier, it'll be shipped soon. Checked back Wednesday afternoon... the new order will be shipped today. Checked back before end of business hours... the order will be shipped "today," and I would get an email with a tracking number either immediately or Thursday morning. Checked back Thursday afternoon... this item was actually unavailable as well, even after they said it would already be shipped. Asked for money back, was told "yes no problem", and as of the following morning as I write this, I do not see the reversed charge yet, but I can only assume that this is something they will not screw up. After all of this, I got two things from Kelly's: the confirmation email, and that Thursday afternoon phone call, which was only made after I asked in an email for them to call if they were not going to have a tracking number for me. The rest of all of the dialogue and information was prompted by me calling the shop.
To be fair, the supplier's problems on that backup order, if that's what was actually happening, were not Kelly's problems, and that would be on the supplier. Also, Kelly's website does say that they may take up to four business days to process an order, which I should have caught. But that is unacceptable if it is the type of place that can and will charge a credit card immediately. Overall, the lack of any more stars is because of terrible communication, and only slightly better customer service.