I placed two orders with 3dcool, with the first being a few weeks ago. I called the store with a a technical question and received a very detailed answer. To be honest, I didn't expect to hear from someone right away and I was surprised with the amount of attention that I received.
I was *slightly* disappointed, however because my order was placed Friday morning and didn't ship until late Monday or sometime on Tuesday. I emailed the store, and was satisfied with a confirmation that the items were shipped; I was just trying to verify that my order wasn't overlooked somehow. After the initial email, I received another email which offered an apology and an explanation for the delay. While I was annoyed by the slight delay, I found the reasons to be valid, and I greatly appreciated the personal attention to which I was given by those who run the store.
I recently placed another order with them early on a weekday morning, and received most of the order the very next day. Having priority mail as a shipping an option is greatly rewarding for those who live in relative proximity to their NY location. To my frustration, when I openned the package, I noticed that they supplied me with a substitute product. To be specific, I had ordered two Vantac sleeving kits, one in black, and one in blue. I received a Vantec blue kit and a black sleeving kit of a different brand. After I sent an email inquiring about this, I checked their website and the product I had ordered was nowhere to be found. So, I had made the assumption that the product had been intentionally subsitituted. The products seem to be of very similar quality (with the exception of the included zip ties which in one case were very flimsy, and the packaging was different). Since I assumed that this was done intentionally (I assumed the product was mistakenly listed as in-stock and then substituted when it was determined that it was in fact not available)I was somewhat frustrated. I had developed the idea that 3dcool.com had made an intentional substitution without first contacting me. They have my phone number and email address on file so I felt a little annoyed that they failed to contact me about the subsitution (although I was still very pleased that the order had arrived so quickly).
Now, I expected maybe a generic emailed apology or something of the similar sort. That was not the case. Instead, I received a phone call from the same person who had emailed me in regard to my first email inquiry (about the delay). Actually they made several attempts to contact me as I was unavailable to answer the phone on their first two tries. He reassured me that the substitution was NOT intentional was simply an unfortunate mistake. Since it was unintentional, I realized that of course nobody would contact me about the substitution. Since a mistake was made on their part, and the exact product I ordered was currently out of stock, and probably due to the fact that shipping back and forth might have cost more than the value of the product itself ($11), I was offered a full refund in the form of either a check or store credit. I was a bit surprised by this, but it helped reaffirm my impression that 3dcool is extremely dedicated to satisfying their customers. I determined that I will definitely order from 3dcool again, so I accepted the refund as store credit to reflect this intention.
Now, I am a VERY picky person (which is why even a slight product difference is enough to bother me), and don't recommend retailers lightly. From both of my ordering experiences with 3dcool.com, I whole-heartedly recommend doing business with them. If you've browsed the site, you will notice that their prices on some products are slightly higher than at other retailers while other products are slightly cheaper. I initially ordered from 3dcool because they have a large selection of hard to find Silenx cooling products. My second order, however, included only 1 Silenx product and several products which I could have purchased elsewhere (at slightly less cost in some cases). So why did I place the entire order with 3dcool? They offer very reasonable shipping prices, very expedient shipping times, and offer what I've determined to be VERY EXCEPTIONAL customer service. I've found their customer service to be wonderful, and the attention with which they respond to any inquiry is quite frankly phenomenal.
EDIT: I placed another order with 3dcool.com in April 2006. I phoned in my order so that I could redeem the store credit that was issued to me a few weeks ago. My order was placed promptly and all my questions were answered competently and completely. There was a slight issue with my order: their software added the store credit instead of deducting it, even though the transaction was processed properly. I was notified quickly about this, and the issue was explained in detail.
I am very comfortable ordering from 3dcool.com, and will continue to order from them for the foreseeable future.
This review was modified by its author, Stuey83, on
4/4/06 5:52 AM.
