Misleading, Uninformative, Unhelpful, Perhaps a Scam
RACINE, WASHINGTON -- After ordering two items that had to be "Special Ordered" and on their website "Usually ships within 10 days", I started communicating with them about the status of my order. After seeing the "10 days" on the website, I was next told "3-4 weeks, but usually sooner" from a Customer Service representative. After that I was told it would ship "this Wednesday", after that came and went, I was then given a timeline of 5-12 days AFTER "this Wednesday" for when it would leave their warehouse and be on it's way to me...
Deciding I had had enough, I asked to cancel my order over email during the weekend (a Saturday.) An employee responded, but said I could only cancel orders via the telephone, and only on Monday through Friday. I waited until Monday and tried to cancel my order by calling them, as is apparently their policy. I was told them items were "in their warehouse" and it was "impossible" to stop them from shipping to me, even though the cancellation policy on their site said that so long as it had not left their warehouse, I could cancel any Special Order for a 15% restocking fee.
Amazed by this, I asked what would happen if I refused the shipment that I could not stop from shipping even though it hadn't shipped yet, and was told I would pay a 20% refusal fee, on top of the 15% cancellation fee I was already trying to take on, and that the items would go back to the exact same warehouse they came from, but could not be cancelled from leaving out of.
The entire time of this 40-day wait for a product, they kept telling me it would leave in under 30 days from the order date. The importance of this is that if a Special Order has a "lead-time" of under 30 days, you cannot cancel it without a 15% restocking fee. After that 30 days had expired, they then continued to lead me on as to shipment times, until I finally tried to use their cancellation policy and incur the 15% fee I had been trying to avoid by simply waiting. When I got fed-up, they refused to help, and told me not only was I getting the 15% fee, they were going to tack on another 20% because they cannot make a phone-call to an employee in a warehouse.
This business essentially seems to be a scam to keep merchandise while reaping their markups through horrible fees, terrible Customer Service, and refusals to do anything – even things their site clearly states they are willing to do. They do not follow their own policies, yet use those same policies to make you pay for things you may not ever get.