When checking out, the website instructed me to insert the Accounts Payable email address, a fact that sent the approval request to the AP address and not me. I received a phone call 4 days after placing the order and talked to a Customer Service rep. Because of the delay in approving the order, getting the customized items in time for a conference was going to be difficult. The customer service rep put me on hold several times to discuss my situation with his manager, Russell Thomas. I was assured if I approved the proof that morning (which I did in my email reply while on the phone with customer service), 4/25, that I would receive the items by 5/3 or 5/4 if I paid for expedited shipping. On 5/4, I received word that the items had not been received. Once again, I contacted customer service and was told that the item I ordered was not even in stock. I was not contacted to be informed that they were out of stock, nor was there any notification that I would not receive the orders on my requested delivery date.
I received a refund for my order today, 5/10, but will not order again from this company. I should have been told the first time talking to customer service that I would not have time to get the order if it wasn't possible. For sure, I should have been informed when the item was out of stock. The experience was frustrating and my customer was unable to give the gifts they were counting on.
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