I ordered a heat lamp during their Labor Day sale. My order was over two hundred , which their…read morewebsite indicated should qualify for free shipping. Instead, I was charged about $27 for heavy-item shipping.
When I called to ask about the charge, I was told I should have selected "pickup" and then left a note saying that I wanted delivery. How would an online customer know to do that? There were no clear instructions explaining this at checkout or on their website.
I placed the order on September 7 with an expected delivery date of September 10. Almost a week past that date, the status still says "preparing for shipment."
What's especially frustrating is that I never received an email or any notification that the item was out of stock. No update. No follow-up. I only found out today because I called them myself. If an item is out of stock, customers should be notified rather than left waiting indefinitely. I'm only about 30 minutes away, yet after all this time, the order hasn't even shipped.
As a healthcare provider, I rely on suppliers to communicate clearly and deliver reliably. I planned around the delivery date they provided and was left waiting with no communication.
Between the unclear shipping policy, lack of notice that the item was out of stock, and complete lack of follow-up, this has been an extremely disappointing experience.
What I find unacceptable is that they allowed me to purchase a product that was apparently out of stock, gave me an expected delivery date only three days later, and then provided no communication when they couldn't fulfill the order. I only learned it was out of stock because I called them myself. How long was I supposed to keep waiting without any update?
Based on how this was handled, I cannot recommend them to my colleagues.
