“YOU ORDERED A PRODUCT THAT BACK ORDERED AND THEN WAS PROCESSED MANUFACTURER DIRECT. YOU PROCESSED 4 SUPPORT TICKETS WITHIN THE FIRST 72 HOURS, CALLED 8 TIMES WITHIN 48 HOURS AND THEN AN ADDITIONAL 3 TICKETS THREATENING ABOUT YOUR TRACKING. FOR CLARIFICATION OUR SYSTEM IS SELF SERVICE. ROUTINE MANUAL TRACKING REQUESTS BY PHONE-PROCESS AT THE LOWEST PRIORITY BECAUSE IF THERE WAS ANY TRACKING INFORMATION AVAILABLE IT WOULD BE ON THE ORDER. IT SERVES NO PURPOSE TO ADVISE YOU THAT TRACKING IS NOT AVAILABLE 27 TIMES. IF YOU WOULD HAVE LOOKED IN THE ORDER NOTES YOU WOULD HAVE SEEN THE STATUS OF YOUR ORDER. THE ORDER DID SHIP MANUFACTURER DIRECT AND YOU DID TAKE DELIVERY WITHIN OUR TERMS OF SERVICE. THIS PARTICULAR MANUFACTURER DOES NOT PROVIDE TRACKING OUTBOUND FROM THEIR FACTORY. THE INFORMATION THAT WAS AVAILABLE ABOUT YOUR ORDER WAS POSTED WITHIN THE ACCOUNT. YOU NEED TO BE MORE INFORMED ABOUT VENDORS POLICIES AND THE USE OF THEIR SYSTEMS. OUR SYSTEM WILL EITHER DELIVER THE ORDER WITHIN OUR TERMS OR WILL AUTO CANCEL THE ORDER IF IT IS UNDELIVERABLE AND REFUND. YOUR ORDER WAS DELIVERED PER OUR TERMS.”

“YOUR ORDER INITIALLY BACK ORDERED AND THEN WAS DISCONTINUED BY THE MANUFACTURER. AS A COURTESY WE ATTEMPTED TO RESOURCE THE PRODUCT BEFORE CANCELING YOUR ORDER. YOUR ORDER WAS REFUNDED AS PER OUR TERMS OF SERVICE.”

“THERE WONT BE A RESPONSE TO THE LITANY OTHER THAN A STATEMENT OF THE FACTS AS FOLLOWS:

YOU FAILED TO STATE THAT YOU DID RECEIVE YOUR SHIPMENT.

THIS SHIPMENT WAS TO ZIMBABWE A THIRD WORLD COUNTRY.

YOU SHIPPED THE ORDER TO YOUR HOME WITH A BAD ADDRESS ZIPCODE OF 1 DELAYING THE DELIVERY.

THE TRACKING WAS SENT - CHECK YOUR SPAM FILTERS.

YOU BARRAGED OUR SYSTEM WITH 20 SERVICE TICKETS.

CONFIRMATION OF YOUR WIRE PAYMENT WAS RECEIVED 24 DAYS AFTER PLACEMENT OF ORDER.

YOU DID NOT STIPULATE A CUSTOMS AGENT OR BROKER FOR EXPEDITED ENTRY INTO YOUR COUNTRY.

YOU DID NOT READ THE TERMS OF SERVICE OR YOU WOULD NOT HAVE PLACED THIS POST.

PUBLISHING SLANDEROUS COMMENTS ASSOCIATED WITH MISSTATEMENTS OF FACTS ON A PUBLIC BULLETIN BOARD IN THE UNITED STATES IS A CRIME.

YOUR ACCOUNT HAS BEEN LOCKED AND DISABLED.”

“Your order was was back ordered by the manufacturer for approximately 10 days and your order was Exported to Saudia Arabia. In the future make sure that your shipping address is correct as we needed to make necessary changes to insure delivery. Otherwise your order was delivered as promised as expeditiously as possible. Tracking was provided.”

“You need to look in your account history. Your order was canceled because the manufacturer discontinued the product. The account history in the notes states " DISCONTINUED REFUNDED" and you were also refunded. The use of the account is pretty self explanatory. We did however search every stock nationwide to see if we could find those parts for you but we were unsuccessful.”

“I have posted these here again because it is obvious that you did not get the message the first round.

You have made a lot of assumptions about how we operate our business which are totally unfounded and inaccurate. It is obvious that you misunderstand our business, our customer service model and how to use your account history.

The call center created the customer service ticket as required and your warranty replacement was ordered and will be shipped when available. The status of that warranty replacement is in the account and the original order. Look in your account history at the NOTES on the order.

You then barraged our customer service system with multiple posts into every department over and over again. Customers usually do not act as spammers.”

“This is how modern call center phone technology works. Once you talk to a representative within our organization that agent remains responsible for your contact. That is why you speak to the same "one man" person. So they are familiar with your account and your particular situation. There are 75 other people who will take your call if you want another sales agent so just ask. The comment about no supervisor does not represent how we operate our call center. I personally spoke with the rep and our policy is that a supervisor will respond to the crm ticket if requested. I reviewed your account activity and you had 13 contacts with our system within a 3 day period and all of them were answered. You were advised of the shipping status of the order by a supervisor and that the shipment was changed to another air freight carrier from UPS to FEDX. FedX did not issue tracking even after it was delivered that is why you did not get tracking. Your order was delivered within the SLA (Service Level Agreement) and TOS (Terms of Service). From reading the audit trail of your crm tickets it appears that you were frustrated by the fact that your customer was upset with you the reseller about your promised lead time. To alleviate those type of situations arising in the future I would suggest that you enter our reseller partner program where you have a dedicated representative to help you manage your reseller accounts. Reselling industrial supplies is a difficult business if you dont utilize all available resources available to you. We have an entire program for resellers that you should take a look at. I am sorry that your experience was not better and we will work with you to come up with an effective program.”

“Manufacturer stocking information is sometimes incorrect. Not all manufacturers accurately report their stock positions to their distribution channel. Manufacturer direct orders are special orders and are paid in advance and are non refundable. Your order was back ordered by the manufacturer and delivered when the product became available for shipment. No matter who you would have purchase this product from you would have found that it would not have been delivered any differently nor would you have been given any other information than we gave you. The details of the backorder was provided within your account if you would have looked. And Yes you did get your order.”

“You processed your order at 8:19PM after the cutoff time for expedited service and the order was processed within the next shipping cycle. Tracking does not show on the account until the tracking# becomes live within the shipper. In some instances for expedited shipping SUCH AS NEXT DAY AIR OR 2ND DAY AIR the product will arrive before the tracking # will locate the shipment. The package did arrive within the Service Level Agreement for 2nd day shipping and you rejected the delivery without an RMA. Then after the package had been returned you requested the RMA. You did not follow the RMA instructions properly and failed to provide inbound tracking for the return. Only upon a request for the verification of the return was the tracking number provided. The package was then located and the return process started. You were refunded as per the Terms of Service for the transaction. As per the terms of service a rejected order without an RMA is an unauthorized return and would be subject to the terms of service for returns. The return policy is posted on the checkout page and is quite specific as to what needs to be done for a return.

You were refunded in a timely manner seeing that you failed to provide the required information for the return only upon request and the information was provided 20 days late.

AS A NOTE THE ORDER WAS DELIVERED ON TIME AS PROMISED AND YOU CREATED YOUR OWN DELAY FOR THE REFUND.

THE INSTRUCTIONS ON OUR WEBSITE ARE QUITE CLEAR TO CONTACT US. CLICK THE CONTACT US, HELP, CUSTOMER SERVICE LINK TO CREATE A TICKET. WHERE IT SAYS PLEASE READ IT IS BEST TO UNDERSTAND THOSE INSTRUCTIONS BEFORE PROCEEDING.

OUR PHONE SYSTEM BY DESIGN IS FOR NEW CUSTOMER INBOUND ORDERS ONLY AND GIVES SPECIFIC INSTRUCTIONS FOR ALL OTHER REQUESTS.

WE ALSO UTILIZE A FULL DEPARTMENT CHAT SYSTEM THAT IS AVAILABLE IN THE CART FOR LIVE HELP.”

“As always the first step before you order is to read the "Terms of Service" on the website and present any expectations about a pending order before you place it and not after.

100% of the time all anxieties about ordering can be alleviated with a few questions prior to execution of the order.

We are an Worldwide Industrial Supplier that SUPPORTS MISSION CRITICAL OPERATIONS thru our procurement and logistics operations. Our current 2,000,000+ customers are quite sophisticated in their use of our system and process approximately 36,000 requests a day in our system.

This CRM system is a need to know INFORMATION SERVICE PROVIDER for viable requests pertinent to a pending or open order.

This is a self service system - All the current information about your order that is available is within the ACCOUNT HISTORY. If the info is not in the account history the information is not available or available at that time. Any expanded info is within the Knowledge base and will answer almost all of your questions about policy and procedures.

We are not an "order hand holding" organization! We do not maintain a customer service center to repeat redundant information that is already presented in your account or on the website. Our customer service lines are for new order only inquiries. You may request a call back by using the CRM system.

The CRM system is not a "chit chat" about my order with customer service, because I am feeling insecure. If you want to chat use the chat in the cart feature. Look in your ACCOUNT HISTORY first for the answer.

During order processing you are presented with an abundance of info about our system prior to execution of the order.

Subsequent to placing an order the website is your information provider.

FOR YOUR PARTICULAR ORDER:

In your account history your order states backordered along with an anticipated ship date. That ship date can change based on the manufacturer ship date AND IS ROUTINELY UPDATED ONLY WHEN NEW INFORMATION IS AVAILABLE. In the order notes there is also a notation of backordered. In addition I personally sent you a copy of the expected ship dates. In your account IT NOW STATES THAT YOU CHARGED IT BACK AND THAT AUTOMATICALLY CANCELS THE BACKORDER AND THE ORDER.

HOWEVER FOR CLARIFICATION:

This order is classified as "IN TRANSIT" and is a MANUFACTURER DIRECT SHIPMENT.
That means if the order shipped or will ship before the manufacturer processes the stop order you are still responsible for all charges until the order is returned. In the event that the order did ship, UPON YOUR REQUEST you will be issued an RMA to return the product. An email from you stating cancel this order does not eliminate your obligations under our Terms of Service - NOR DOES IT CANCEL THE ORDER. An order is canceled only when you receive a confirmation that the order has been canceled with a confirmation# and the ticket is closed. The order may already be on a truck or in the air on its way to destination.
Charging this order back with your credit card company also does not mean that the order is canceled and you will not have to meet your financial obligations under the Terms of Service. Using a chargeback is a poor method of order resolution because you have every method available to you to resolve the status of your order within your account history and the contact us link. Setting that tone for order resolution almost invaribly leads to holding you to the exact terms of your purchase agreement that you agreed to upon enrolling in our system and upon checkout. I strongly advise you to re read those terms rather than just clicking thru. Currently you have only been issued a Temporary Credit.
The chargeback process can take approximately 90-120 days and leads to arbitration with the customer having to meet their obligations as per "TERMS of SERVICE" A resource and time consuming event that could have been avoided.

FOR FUTURE REFERENCE:

The following are not viable requests as they are redundant requests for information that is posted in your account history - we do not expend manpower on these type of requests when they are already answered.

All status requests such as --

Was expecting terms and instructions on how to open an account.

--Upon checkout you could have opened an account with Open Account Terms as stated:
Customers seeking OPEN ACCOUNT TERMS choose QUOTATION ONLY as method of payment and complete this application. Your account will be setup within 48 hours.

need status for order #

--Look in the account history for information. Current status is posted.

Requesting tracking number

--Shipment notification without a tracking # indicates that the shipment is in transit but tracking is not yet available. Some manufacturer direct orders are never issued a tracking #. So repeated requests for tracking provide no new info. Look in account history.

--Tracking number absence in the account history usually indicates that tracking is not available so a tracking number can not be rendered for a request.

Where is this shipping from

--Shipment origin is only issued on a need to know basis and this does not qualify.

NOTE:

You need to know what to expect from this system or you will become frustrated.
All status requests are referred to the account history and a tracking number absence usually indicates that a tracking # is not available so a tracking number can not be rendered.
The item would have shipped automatically out of the backorder status and you would have received a shipping notice with a tracking number if available.
The time you spent on the phone, posting multiple tickets and looking for negatives on bulletin boards such as this would have been more productive in research of the item you want to purchase, effective use of the knowledge base and website..
That effective use would have lead you to realize that there is a nationwide back order of the product with lead times of 2-4 weeks as posted in your account.

REFERENCE:

YOUR OTHER COMMENTS ABOUT THE ATTORNEY GENERAL HAVE ABSOLUTELY NO MERIT SO NO RESPONSE.”

“Your response here that we have not responded to your inquiries are now approaching the absurd. On one hand you are requesting service in our system and on the other hand you are bad mouthing our service on this board. Counter productive I would say. Obviously you did not read this post nor did you read the 12 responses in the ticket system to your inquiries.

I will repeat it again for the last time here for you as you seem more in tune with complaining rather than resolving your issue.

When you transmitted the order it became "IN TRANSIT" as per our "Terms of Service". Please read those terms. The order will be handled per those terms and the customer support function will not be managed within this bullentin board.

Your order did ship and a tracking # has been provided for this order. For future requests you must utilize the Ticket System. You have an open ticket for this order in that system. Please do not try to use this bullentin board system to manage your order.

________________________________________

One of the issues is that you have created multiple support tickets in our Ticket system without choosing the correct department to direct the inquiry to.

You will notice that when you try to respond to a ticket or create a new ticket you are presented with a login screen. Please read the instructions carefully.

If you are generating a new ticket there is a Drop Down Box for the Particular issue that should be chosen. Your requests were sent to the general inquiry department.

Subsequently you responded as per the voice system instructions to reply to the Order Confirmation that you received upon order. That reply was Coded to route correctly and your order has been reviewed, all of your tickets were combined into one ticket and a response is posted in the CRM system. The old date on a ticket may have been from a earlier previous visit, request by email or a chat visit. The ticket system keeps a running tally of all of your inquiries. The tickets were combined from all the departments for all the inquiries and the pertinent info remains now in one ticket open for review and processing.

If an order shows waiting on payment. Payment for the method used during checkout has not cleared yet. An order will not ship untill payment method has cleared.

You requested UPS Ground service and that normally takes 5-7 days for delivery.

If there are any issues with your order you will get an automatic email about the status. Status messages such as Discontinued, Discontinued with Alternate, Manufacturer Direct, Special Order, Delayed shipping, Backordered, Restricted Product, Hazardous Material, Not for Export and of course No Timely Response for inquiry, On Hold, Canceled and Refunded. All of those messages generate if necessary as the information becomes available.

Shipping Confirmations are generated if and when the shipment has that information available. If there are special circumstances surrounding your order such as special order or manufacturer direct - most manufacturers do not provide tracking.

When tracking becomes available, usually 72hrs after order, it is provided upon request.

95% of all of our orders ship within 24 to 36 hours and arrive domestically within 3-5 days. If it does not arrive within the normal shipping time for the service chosen then there is an issue as describe above and a tickect should be created.

Thanks for the concern but there is no reason to be concerned as your order is being handled in a timely and professional manner.

Again please use the customer support system. IF YOU ARE AN EXISTING CUSTOMER WITH A CURRENT ORDER REPLY TO THE ORDER CONFIRMATION EMAIL or Click on the CONTACT US link on top of the website LOGIN and view or create a ticket if necessary. Your get the answers there.”

“I reviewed your purchase and your ticket. The purchase was refunded after notification that you did not want the alternate product. The product was discontinued by the manufacturer during the fulfillment process and an alternate product was offered as the replacement. If that occurs please respond to the inquiry if you want the replacement or not. If you want the replacement we will rerun the order with the new item on the order. Otherwise we will cancel the order. Your issue has been resolved.”

“Unfounded allegations posted in this blog very well result in litigation. I would be careful as to what you post thinking you are immune to legal recourse because you are posting in a BLOG..

Reading the terms of service would enlighten you as to what you should expect from our system before you use it. Good practice for any web purchases. We maintain a new customer and existing customers with orders voice system that in addition to being kept as a record of all calls it also transcribes your message. That transcription creates a customer service ticket that will be reviewed by an agent and kept open until it is resolved. There also is a chat system in the cart that you can request live customer service. If you have an issue with your order you need to resend your request by our crm system if you want a response to your request. Please include your order number. We are here and we do answer the phone. If you leave a valid message on the system you will get a response.

Also posting messages like this is irresponsible. You need to follow the established procedures for our ordering system. Also an anonymous gives us no method to follow up on your issue.
___________________________

After review of this transaction by a supervisor, every one of his crm inquiries was responded to and he left no messages in our voice response system. We record all phone messages and can replay all messages by customer order. there were none. He ordered a snow shovel in the middle of a major snow storm and the item immediately sold out and then was subsequently discontinued by the manufacturer. And yes inventory systems do have creep errors (+- %) for item count. As a courtesy, we did a manual check of all 450+ distribution warehouses just to make sure that the shovel truly no longer existed. Upon confirmation of nada he was refunded as per our "Terms of Service". I see no justification for the "Fraud" comment other than he was upset that it was still snowing.. The post is absurd !”