Lumber Liquidators Complaint - Bad Customer Service
I have purchased quit a few things from Lumber Liquidators over the years just by going into the store here in San Diego. Never a problem. This time I checked their on-line sale and noticed they had a butcher block countertop on special for 199.99+Tx. I called the store here on Miramar Road in San Diego and asked if they actually had it in stock or if I ordered one on-line how long would it take to get to the store. I was told 6 - 10 days. I went ahead and placed the order and paid online. After twelve days of not hearing anything and no change on the online status I called and was told by one of their customer service representatives that it had to be back ordered but would be in the warehouse by 4/29. A few days would be needed for a quality inspection and it then would be shipped to the store here in San Diego. Reluctantly I said okay I would wait.
On 5/7 I still hadn't heard anything and the "In Process" still appeared on my on-line order status. I decided to call again and another customer service representative after several minutes of searching came back to tell be it was being shipped by freight train and said it would be an additional up to 2 weeks. At this point I have had it and asked her to cancel my order. I didn't receive any cancellation number nor did I receive a cancellation email from them. To date the order still appears "In Process" on-line.
I just don't understand why companies are so quick to charge your credit card but then don't care how long it takes them to get you the order even though they promise it within a much shorter time. They could have at least called me or updated the online status so I knew what was going on.
I will no longer be purchasing anything from them.
Company Response on 05/12/2010:
Thank you for sharing your experience. Butcher Blocks are bulky items and not general stock items for most locations. Transporting these items outside normal channels can be expensive and we keep our costs low by offering these types of specials utilizing the least expensive transportation options, including store to store transfers when appropriate. Given the chain of events you described we document contact in case exceptions are warranted and I can see where this would have been appropriate to incur some added costs to expedite the product to you. We clearly state that all delivery dates are estimates when you place your order as most companies do because some issues outside of our direct control can cause delays and we do everything we can to deliver! When you provide a credit card for purchase this demonstrates a commitment and a call to action. We recently granted agents a higher level of authority to provide more timely customer satisfaction to overcome this exact type of challenge when a few more shipping dollars spent could result in greater customer satisfaction. We're also working to improve the order experience and notifications process as well, and regret this became a negative experience for you. Fortunately this is not the norm and we're sorry to hear this happened. We offer great products at low prices and hope you reconsider and purchase from us again in the future.
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