Jyo j.

Hi,

I have ordered a product about 2 weeks back. I wrote back to them within an hour of my order to ask them to not include the receipt since this was a gift. I never received any response. I followed up after 2 days and yet no response. Followed up again the next day, no response. And after 5 days I got an email saying that your order is shipped. I emailed again with a URGENT in subject line expressing my frustration with their unresponsiveness. And after 10 days, they replied saying that the vendor confirmed that there is no invoice in package. And now as I am checking the delivery date, it got delayed by a day. When i check the next day, it got delayed by another day. This has been happening since 3 days. I emailed the support again and all that guy did was copy and paste the details from fedex tracking number, which i already acknowledged that I had. It says "Address change" in the tracking number but does not say what it is. And the customer support is not telling me what that address change is. I was supposed to get it delivered today based on what I saw yesterday. So does that mean it is going back? Whats the address change. I am so frustrated dealing with their customer services since the last 2 weeks. I have atleast sent them 7 emails without getting my issue resolved. It is a drain if you have to spend so much time on following up on one simple question.

UPDATE: they just emailed me saying that it is rerouted back. So after 12 days, I learnt that I am not getting the product. I had emailed them asking to cancel only if the invoice is included in the shipment since it was a gift. Even my correspondence with the support team member earlier today, I was never told that the item is shipped back, when I question about the delayed delivery since it was expected to be delivered today.

I ordered 2 counter chairs from them about 2 months back and they botched my order the first time. Their website said item delivered but I never received the item. When I called them they asked me to place the order again and I did. And it has been 2 months since I placed an order and they have not delivered yet. It has been almost 3 weeks now since it was first scheduled to be delivered, but everytime as it gets closer to scheduled delivery date, they move it further away. They have a very poor supply chain management system and they do not own the inventory brighter for they have any leverage amount their suppliers. They say that the item is back ordered and that's why it is taking time. But they already knew that when they rescheduled my delivery the first time. They randomly give me and estimate and one day prior to the expected delivery, they again postpone it. They have done it thrice. And when I call them they say that it is Upto the supplier and they have no info. It appears that they are more of a software platform that just connects us to suppliers. And the unfortunate thing is, they do not take the responsibility if something goes wrong. They just put it on supplier and you can't deal with the supplier because there is a middle man here. Rest of the retailers also follow a similar business model but they have clarity into the process and have the leverage which helps consumers. They have a much more efficient supply chain management process. This company on the other hand just blames it on the supplier. But I have paid them they need to take responsibility since I trusted them and paid. I guess it is a hit or a miss. If things go fine then I guess it is not problem. But if something goes wrong, then they do not take the responsibility and you have to deal with them. I emailed them twice with no response. Called them to get them to look into this. They don't have a sense of responsibility neither are they apologetic for the inconvenience that is caused to customers. This is probably my first and last time ordering from them. They should really work on serving customers better. Amazon and wayfair are a lot better when it comes to solving customer issues. I believe these companies are small and aren't as skilled on how to run a sustainable business. I would request for price match with other retailers if something is cheaper here. Most of them offer a price match. It is a lot less hassle dealing with such irresponsible companies if things go wrong
- Jyothi