L R.

As many others have noted, I experienced problems with receiving an order in the timeframe stated on the website. My order was placed on Dec 12th and when choosing shipping options selected the option that said the order would ship by Dec 16th and arrive by Dec 21st.

On Dec 19th the item had no shipping information and was still listed as in progress so I contacted customer support via chat and was notified by support that it would arrive by the 23rd. Unfortunately, I would be out of town on that date, hence why I purposefully choose the shipping method (and paid extra for it) as it stated the item would arrive by the 21st. Upon discussion with Genesis, a very kind customer support staffer, she told me it would arrive by the 22nd. I notified her that due to travel plans I would need it by the 21st or I asked if it would be possible to delay shipping until the I would return so that it would not be potentially exposed to winter conditions.

Ultimately I was notified that I would either need to provide an alternative shipping address or have it held at the UPS hub. Neither of these options are suitable -- I do not want to transport this gift back from where I will be staying, my friends and neighbors are also planning on being out of town for the holidays, and visiting the UPS hub would require me to take time off work and is logistically challenging.

I subsequently asked for my order to be cancelled as I do not want to risk this item being ruined by exposure to weather. I can't stress enough how disappointed I am by this outcome, but there was no way I wanted the item sitting outside in the snow, rain, and wind for over a week. I have ordered and been given gifts from this company multiple times and have always been happy with the products and customer service.

This is incredibly frustrating as this could have been avoided with more accurate information on the website. I saw the statement at the top of the page stating that custom orders could take extra time, however, as the shipping info said it would arrive by the 21st, I assumed that would take into account the extra time needed for custom items. Had the arrival date not included a window with the latest date being Dec 21st, I would not have selected that option, and I would have ultimately waited to place my order until I knew it would arrive at a time I would be home.

Jan 10th 2016 Update

In response to Jen's comment, I contacted uncommongoods and was able to resolve my shipping issues. The order arrived on Jan 9th and looks great. I worked with Jen throughout the process to come up with a resolution. She was quick to respond and immediately helped to take care of a billing/credit issue that came up even after we had decided on a plan. I received a beautiful product so I'm glad we were able to make things work.