My father and I had to order a piece of cooling equipment for his bar's tap beers because it's been broken for three days and he has two big parties coming in this Thursday and Friday. We were told by my dad's mechanic to order from Rapids, as it has fairly reliable equipment and he couldn't find the part to the whole machine anywhere except international, so we'd be better off just ordering a whole new machine and getting it priority shipped.
We ordered a $900 piece of cooling equipment with a $216 priority shipping cost, and we were pretty confident that it would arrive on time rather than going for the free economy shipping that wouldn't arrive until Friday. But the back of our minds told us to call Rapids to ensure that it would arrive here, in Brooklyn NY, before Thursday, because while FedEx gave an economy shipping ETA, it would not give a priority one. This morning, my father called Rapids and was speaking to customer service rep Yvonne, who told him it wouldn't arrive by priority shipping until Friday.
Frustrated, my father asked why he paid an extra $200+ for shipping that would arrive at the same time, and the rep rudely told him that it wasn't her fault and that her manager blamed the narrow New York streets on FedEx's shipping lethargy. However, this $200 shipping fee was estimated before we input our zip code, so her excuse was a blatant lie. Then, when my father asked her to cancel the shipping fee and just ship it economy (as it hadn't shipped yet even though we ordered it yesterday and it was supposed to be priority) she responded "Why not just cancel the whole order?" My father was shocked, and asked her if she truly meant to cancel the whole order, and she said "Yes, cancel the whole order." So he did, and he told them to make sure all of his money was put back in his account within seven days.
My father has never heard a customer service representative in his life goad him into canceling his own order, so for the terrible customer service and obscenely priced and confusing shipping options, I have to give this place one star. Ridiculous stuff. read more