Angie S.

The response to ban a potential customer for a simple question instead of offering a reply seems really out of proportion and I see as a warning of how they would resolve any issues with orders. I'm glad I only wasted $20 with them.

I was very interested in Prodex, so I ordered a free sample box. There was a $10 shipping fee and a $9 "residential shipping fee". I thought that was a bit strange, but overall $20 for a sample box still seemed fair, so I ordered. I got an order confirmation and a notification that the box would be shipped via FedEx next day. Cool... but also, FedEx charges a "residential shipping fee"? Seemed strange, so I asked about it. Just a question - maybe there was a glitch in their system? I've known of other industrial vendors that ship large products resulting in an additional fee to ship residential based on logistics required. Which, in that case, seems fair.

The reply I received was simply "Because the shipper charges a 'residential' delivery fee". Super vague, thoughtless, and a bit cheeky. I was peeved, I have a very low tolerance for bad customer service. Decided to wait until the box arrived to reply, maybe there was some clue there. When it got here, it's just a standard 12x12 box. So I replied - albeit a bit cheeky myself at this point - my reply got forwarded to what I assume is a manager (he did not include a title in his signature) who not only did not answer my question, but told me that they might not be the best fit. Umm... why, because I asked a question and his staff could not be bothered to pen a genuine reply? I was actually interested in ordering the product, but also I've already been recommended other similar products where perhaps the staff is not so touchy that I can't even ask a simple question.

Anyhow, correspondence is attached, judge for yourselves if this was warranted... keep in mind. This is all just for inquiring what a fee is about. Not disputing it, just inquiring. I did keep the conversation going because well I've been at home sick and it's actually turned entertaining, but also shows the level of service you can expect.