If I had just 1 problem with them I wouldn't complain but I continue to have problems with them. One problem is their time from receiving the order until shipping. It seems now that a week or more is the norm for them now. Because of this and the problem I am describing below I found a new company BnB http://www.bnbtobacco.com/ that has not only blown RYO out of the water as far as shipping, actually shipping out any order placed by 2 pm I believe, the products I am ordering are cheaper and their customer service is excellent even though I only had to email once and that email was returned and problem solved in 10 mins.
My real big major problem was I had ordered about $200 each of 2 products. After a week and a half of no sign the order was even shipped, I began emailing and calling. No answer or response to either after almost 3 weeks since ordering. I was about to cancel the order and also have my CC company block the charge. They finally called me back and said the one product was on back order but the entire order will be shipped soon. Well a month after I placed the order it finally arrived, with just the back ordered item.
After 2 weeks of trying to reach them they finally called back to say they shipped the order that wasn't back ordered earlier. When I told them it wasn't and to give me a tracking number they couldn't. They then said they would call me back. When they called me back like a week later they insisted the full order was shipped at once and denied saying the one product was shipped earlier. Well I told them they were full of it because not only did I get only 1 product in the shipment, I also had the packing slip which showed only one product shipped. Their answer was the other product was in another box and that should have a packing slip listing that product.
When I said only 1 box came and asked for a tracking # for the other product and box, they said it was the same tracking #. When I informed them they were lying and each box would have its own tracking #, I should know I worked in the shipping business, I was told she had to ask someone and would call me right back. That was about 4-5 months ago and even though I called and emailed many times they choose to never respond. So they didn't ship something and when asked they lied to cover their butt and when called out on it they lied again and when called out on it again they choose to pull the "ignore it and they will go away" game.
So I finally had to call my CC company. I told them what happened and said to take the part of the charge off they didn't send. When the girl on the other end found out how they were lying to us then ignoring us, she took the entire order off our credit card to teach RYO not to lie.
I will never use this company again. I actually have 2 very positive reviews here I gave them but between the lying and the fact that actually shipping the items has gone from 1-2 days to a week or more, is unacceptable, especially since BnB is cheaper and faster.
ROLLING MEADOWS, ILLINOIS -- I understand that mistakes can happen but how a company deals with those mistakes is important to most consumers. I recently placed an order with this company for 8 items. When I received a box from them, it only contained 1 of the 8 items. There was no packing slip in the box and the UPS label indicated it was box 1 of 1. It took several calls to various numbers to get a human on the phone. None of the calls where I'd left information were returned. When I spoke to someone about the problem, they told me they would file a claim for me. I didn't receive any more information so I followed up with a fax explaining the problem.
A couple of days later, I received an email from the company showing the tracking information that my order had been delivered. I responded to that email and told them that I had explained the problem and sent a fax. Yes, I DID get a box but that box contained only 1 of 8 items paid for. They responded to say it was being investigated. That was several days ago and I haven't heard anything more from them. What is there to investigate? UPS did deliver the box they shipped. Whoever filled the order screwed up.
Obviously, I'm getting the run around from them instead of making things right. I would NOT recommend this company. They have not responded to my last communication wanting to know when I can expect either my merchandise or a refund.