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Customer service
Price Affordability
Product or Service Quality
1 comment

Ordered product on line to be delivered locally to store. Order never got beyond "order placed" on their website.

I called after a few weeks and the status never changed. I was assured over a month and a half period that everything was ok. Was told that it took a month or so for an order to get from their warehouse to a local store. Called the local store and was told the product had never moved.

Called finally for a supervisor, "Robert" no last name.

He said product unavailable and I had to pay more for a similar product.

Reason of review: Problem with delivery.

Preferred solution: Deliver product or service ordered.

I liked: Local store tried to be helpful.

Company wrote 0 public responses to the review from Nov 18, 2014.
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Toano, Virginia, United States #903450

LL Response to Delivery

As an anonymous posting, there's not a lot of information here to review the order to see if there may be other circumstances here that would cause a problem, however the no brainer here is your ultimate dissatisfaction for an order that did not go off as planned resulting in additional costs to you when you upgraded. We are working to improve the online ordering process, specifically tracking through the system with notifications to help our customers see the product moving from the warehouse to the store, or even your door step.

If the item was something with high demand against it, this may cause delay as orders fill in the order they're received and you should have been made aware of this from the stores open order report process. If the upgrade was significant, another words moving from an item that was $2.59 a sq ft to an item that was $4.09 a sq ft the buyer would be expected to pay the difference for a higher grade of material, but there should be some recognition of the change with a mild credit issued for your inconvenience, and commitment to ordering by moving to another item. Most often thousands of transactions a day go off without a hitch, but that does not appear to be the case with your order and we truly apologize and appreciate your letting us know this happened.

I will alert Robert and suggest he review the case for other actions when you call and reference this situation. Again, our sincerest apologies and a big thank you for letting us know this happened as examples of this kind help us move along improvements for the benefit of all shoppers!

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