1/5
posted Jul-06-2010
I ordered some parts for a Toro string trimmer from Jack's Small Engines on April 27 2010. They confirmed it right away with an email. They sent me an update email on May 3rd stating there were some out-of-stock parts (or part, they didn't say what was out of stock). They said it would be possibly 3—5 business days before it ships.
After three weeks of waiting (5/17/2010) I sent an email and requested that my order be cancelled. They replied the next day and said I would need to call them to cancel. Apparently, they are more than willing to take my money over the internet but just try to cancel an order. They also could have given me the phone number so I wouldn't need to look it up. (Another indication that their customer service needs help).
It turns out that I didn't need to look up the phone number because I received another email the next day stating that everything was ready to ship except some cheap hose clamps. they were willing to ship what they had if I wanted them to do so. I emailed them back and asked them to send what they had and just forget about the clips. I thought the wheels of progress were finally moving...
On June 13 (almost four weeks later) I needed to send another email asking where my order was. Would I get it by the end of this summer? Or would I need to wait until next summer before they could finally send it. I received a reply on June 15. They will cancel the hose clips and send out my order by the next day. I'm not going to get my hopes up this time.
On June 26 I received another email with a copy of my order stating that once all my parts are recieved in their warehouse that the order will be shipped within 24 hours. This is strange since I was told previously (5/19) that everything was in except for the clips and they were being cancelled.
I waited some more hoping that perhaps they were actually doing something about my order since they sent me an update without me having to ask them what was going on.
On 7/3 (I think) I went on their website to check the status of my order. No change. I sent a message through their website asking again where my order was. They replied on July 6 that they cancelled my order and that I have been credited. So apparently they can cancel my order by email but I need to call them if I wanted to cancel. Seems like a double standard.
After ordering probably well over 100 items over the internet this has been by far the absolute worst experience I've had. They are totally incompetent when it comes to servicing the customer. Please use extreme caution if you decide to use this company. Obviously I will never try to order anything from Jacks Small Engines again.
This review was modified by
gdjohnson on July 06 2010 08:30:48 PM
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![Share](javascript:share_rating({"review_body":"I ordered some parts for a Toro string trimmer from Jack\u0027s Small Engines on April 27 2010. They confirmed it right away with an email. They sent me an update email on May 3rd stating there were some out-of-stock parts (or part, they didn\u0027t say what was out of stock). They said it would be possibly 3\u20145 business days before it ships.<br><br>After three weeks of waiting (5\/17\/2010) I sent an email and requested that my order be cancelled. They replied the next day and said I would need to call them to cancel. Apparently, they are more than willing to take my money over the internet but just try to cancel an order. They also could have given me the phone number so I wouldn\u0027t need to look it up. (Another indication that their customer service needs help).<br><br>It turns out that I didn\u0027t need to look up the phone number because I received another email the next day stating that everything was ready to ship except some cheap hose clamps. they were willing to ship what they had if I wanted them to do so. I emailed them back and asked them to send what they had and just forget about the clips. I thought the wheels of progress were finally moving...<br><br>On June 13 (almost four weeks later) I needed to send another email asking where my order was. Would I get it by the end of this summer? Or would I need to wait until next summer before they could finally send it. I received a reply on June 15. They will cancel the hose clips and send out my order by the next day. I\u0027m not going to get my hopes up this time.<br><br>On June 26 I received another email with a copy of my order stating that once all my parts are recieved in their warehouse that the order will be shipped within 24 hours. This is strange since I was told previously (5\/19) that everything was in except for the clips and they were being cancelled.<br><br>I waited some more hoping that perhaps they were actually doing something about my order since they sent me an update without me having to ask them what was going on.<br><br>On 7\/3 (I think) I went on their website to check the status of my order. No change. I sent a message through their website asking again where my order was. They replied on July 6 that they cancelled my order and that I have been credited. So apparently they can cancel my order by email but I need to call them if I wanted to cancel. Seems like a double standard.<br><br>After ordering probably well over 100 items over the internet this has been by far the absolute worst experience I\u0027ve had. They are totally incompetent when it comes to servicing the customer. Please use extreme caution if you decide to use this company. Obviously I will never try to order anything from Jacks Small Engines again.","link":"http:\/\/www.resellerratings.com\/store\/Jacks_Small_Engines\/review\/582727#comment582727","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Jacks_Small_Engines.jpg","store_name":"Jacks Small Engines","username":"gdjohnson","rating":"1"}, "single");){kind=link}