Hobbytron.com Informative - Good and Bad of Hobbytron.com
I placed an order with hobbytron.com on 9/21/09 with overnight delivery. My card was charged on 9/21/09. The items were needed for a birthday party Saturday 9/26/09.
When 9/24/09 rolled around and my order still showed as "in process in the warehouse" I called and a person answered the very first time I called. She placed me on hold and returned to say that my order would definitely ship that day and that I would receive tracking information by that evening.
Friday morning 9/25 rolled around and no email was received and my online order status still showed "in process in the warehouse". This time when I called repeatedly there was no answer and the voicemail box would not accept any additional messages. I began to search online for another phone number and came across all the complaints about Hobbytron.com. I began to panic. I called again repeatedly and finally another message stated that all customer service representatives were busy and to email email@example.com for assistance or to call back later.
I emailed them about the status of my order and got a response 20 minutes later stating that orders sometime take longer to ship than shown on the website. I responded back stating that I needed this order for a birthday party on 9/26/09 and wanted to cancel the order since I would have to pick up something from a retail store. I received another response 5 minutes later stating that they would cancel the order and issue a full refund. I immediately checked the status of my order online and sure enough it was in cancelled status. I responded by email again and asked how long would it take for the refund to be processed and a response was received 3 minutes later stating 24-72hours.
Three hours after that, I received a system generated email confirmation of my refund. About 20minutes after that I received another email from one of the customer service representative advising me of the refund and telling me that it would take 2-3 business days to post to my account.
I'm glad everything worked out in the end since I read about so many horror stories but it still sucks that I didn't get my order. Sounds like they are trying to improve in the area of customer service?
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