NGap Complaint - Poor Communication, Outrageous Expectations
BONSALL, CALIFORNIA -- I ordered a mattress online from nGap through a google shopping search for a specific mattress. The online ordering process was quick and easy and I received a prompt confirmation email and telephone call stating delivery would be made in 3 weeks.
After 3 weeks, nothing was delivered. Called the service line and was told that delivery had been delayed by 4 weeks. No email or phone communication from the company to let me know the delivery date had changed.
After 4 weeks, again nothing was delivered. Contacted the service line and was told by the agent that they would make a call and that I should receive a call back within 30 minutes. An hour passed without a return call so I called again, and was informed by the agent that another agent was "working on it" and to expect a call within another 30 minutes. After 45 minutes I had still not received a call. Again I called back, and the agent stated another agent was "on the phone with the supplier" and asked if I would mind being placed on hold. I waited 20 minutes on hold before an agent came back on the line.
The agent stated that after talking to the supplier, delivery would be delayed another 4 to 6 weeks, and that they would require another $100 to complete the transaction!
To have a delay is understandable, (3 and 1/2 months is truly excessive, though!), to receive no communication about the delays is unacceptable, and to be expected to pay more money to complete the transaction is outrageous!
Please protect yourself, your time, and your money by staying far away from nGap and GovEx.