Air Quality Parts.com

Review: I purchased a product from this company that lists "over 95% of items are in stock." Well little did I know that the item I was purchasing was not included in this number. No where on the site did it list which items were not in stock! Also the item I ordered was even listed in a drop down menu which would lead one to believe it is a more commonly ordered item.

Apparently I was wrong and it was getting processed like a "Custom Sized" order and that as stated on the site would take 2-3 weeks to ship. Now here we are at the end of 4 weeks since the order was placed and the item has still not been shipped.

I have asked customer service many many times about what is going on with this and either get very generic answers or basically told it is my fault and that I should account for the delay with my next order if I so choose to purchase again from them in the future.

In addition to those answers I was repeatedly asked if I would like to just cancel my order since I guess they don't want to fill it. I would also say that the customer service is some of the worst I have ever come across with online businesses.

I would like to have my items shipped and delivered since I paid for said items 4 weeks ago. If you could provide shipping information and preferably a faster shipping method that would be great (another thing they said they wouldn't do since shipping a 3lb. box a faster method to potentially score a returning customer is just over the top...)Desired Settlement: Ship my items out ASAP and preferably a faster shipping method. Also work on the customer service skills of your employees.

Business

Response:

Client placed his order on-line 2-8-16. He ordered a very odd size filter that must be custom made upon order placement. We have sold this particular size a total of 5 times in 17 years so its not stocked anywhere in the country or at the plant. The item was ordered custom made promptly at the plant. Production time is roughly 4 weeks. Shipping time is roughly 1 week for a grand total of 5 weeks. Sometimes things move faster due to production openings. He has contacted us 2-17-16, 2-22-16 and 3-2-16 to ask about his order. Each time he was told it was a custom production item and that it is in the que for production at this time. Each time he was offered the option to cancel his order (which is our policy) allowing him to incur any costs involved in us producing his custom size filters. He has not paid us yet (even though its a custom size) since our policy is to post the credit card payment when we ship the order and NOT before that. We expect his filters to hit our loading dock any day now. They will be released and shipped the same day he pays for them. Over 95% or our orders ship within 60 minutes due to our huge stock. Unfortunately we can not stock an item that sells once every 3 years. He was charged $5 for flat rate shipping so it will ship out in the most cost effective method we have (which will likely cost us $18.00 via UPS due to the physical dimensions of his filters). We have been honest and upfront with him at each of his contacts with us and can not control production time from the manufacturer.

Consumer

Response:

Mr. G[redacted], It is surprising to see such a prompt reply to my comments and order experience. It would have been nice however to receive a reply back from you personally when I sent you an email regarding one of your employees and how they were not respectful and just plain rude on 02/17/2016. If that is how you want to hire for a business that deals heavily in customer service then that is on you. My order experience still stands as one of the worst that I have ever encountered. Every customer service rep that I talked to had an attitude and would keep asking over and over "Do you want to cancel your order then?" Clearly if I have to put this much effort into finding out updates on an order and to point out that the business is misrepresenting production times on their site then the business is not doing its job. I appreciate your understanding on this and that best business practices were not being used in this case. Also mentioning that an item has only been sold 5 times in 17 years means you would think that it should be listed as a Custom Size or listed in a different way so that this situation does not happen in the future. In addition, your comment about no place on the planet carries that size in stock is a little childish for the owner of a company to say.

Business

Response:

The order was received by us and shipped to the client on 3-4-16. Oddly the same day he filed his complaint. It was shipped under UPS tracking number [redacted] and is scheduled for delivery on 3-10-16. Thats roughly 4 weeks which matches the time frame he was provided 3 times.

Submitted an order on 4/15/14 for some 17.5 x 35.5 air filters. My order was processed through [redacted] almost immediately. The next day I received an email stating the items I ordered were on backorder but were 'currently in production and would be shipped within 10 working days.'
Then on Wednesday 4/17/14, I received another email from [redacted] informing me I needed to contact them to confirm the measurements I provided. They contacted me by email, so I confirmed the size 17.5 x 35.5 with them by email. I got another email explaining how they measure the filter size and asking me for the model unit. I replied via email and confirmed the size was correct 17.5 x 35.5.
I received no further response until I inquired again on 4/21/14 about the status of my order. The response I received from [redacted]' was that my order was not in process 'because I'm still waiting for confirmation of the size of the unit.'
After I replied, that I had already confirmed that, I received another lengthy email asking still more questions.
I told [redacted]' where they could put the 17.5 x 35.5 filters I ordered and was told that my order would be cancelled 'despite my rudeness.'
I would recommend using [redacted] Much nicer group of folks to deal with and their cheaper too!

Review: I purchased 4 units of "[redacted] S-[redacted] Chart Paper Roll" from [redacted].com (I believe a subsidiary of [redacted].com) for $31.10 per unit. The total including tax and shipping was $137.93. The order was processed and I received email verification of the order purchase (see directly below):

"THANK YOU FOR SHOPPING AT On Time Direct

Click here to save us in your favorites folder.

Order Number: [redacted]

Quantity Image Name SKU Each Total

4 [redacted] S-[redacted] Chart Paper Roll [redacted] $31.10 $124.40

Subtotal $124.40

Shipping: UPS Ground $13.53

Tax Total: No Tax (0.00%) $0.00

Total $137.93"

I subsequently received an email stating:

"Thank you for ordering from On Time Direct!

Your order was received on 30-Apr-2014.

Your Reference Number is: [redacted].

There are one or more items on your order that are temporarily out of stock.

Those items are currently in production and expected to be ready for shipment within the next 10 working days. Your order will be packaged the day manufacturing is complete and immediately shipped out to you. Should you wish us to perform a partial shipment and backorder the missing item for a second delivery, email us back. There is no additional shipping charge to split up your delivery.

Please visit our website again soon!

-On Time Direct"

This indicates that the order has been backordered but signifies another confirmation of purchase as it will "shipped within the next 10 working days." A few days later I received an email from [redacted] at ON Time Mall stating:

"The S-[redacted] part number is a Sargent Welch chart paper roll available on the [redacted] website. This chart is a production item and requires a 10 roll min with a 4 week lead. Your order has been canceled and the product removed from [redacted]. We apologize for the inconvenience."

I wrote back and asked him to simply up the order to 10 rolls to meet the production requirement (which was not specified on the product page of the website). He then wrote back to inform me that the item was NOT $31.10 per roll any more, but is $86.38, a considerable difference from my confirmed order.

I am writing this complaint because [redacted].com should honor their posted price.Desired Settlement: I would like the product delivered as indicated in the purchase confirmation: 4 units at $31.10, total $137.93. Since this item (even though it was not listed on the product webpage is a production item, I will purchase 10 units, but the total should come to $290 as the price decreased wight he purchase of more units; at 10 units the original posted price was $29 per unit. I am not asking for free products, I am requesting that the company honor their posted price.

Business

Response:

There was an error in our database on this particular item it. The price was incorrect, the brand was incorrect and the minimum order quantity was incorrect. This particular part went obsolete and now has to be custom printed on demand, hence the higher price and minimum quantity. The client was promptly contacted and made aware of the issue and the client decided to cancel the order.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The company did not offer a resolution at all. They have not indicated that they will honour their posted price. It is not the consumer's responsibility to upgrade a merchant's inventory or price list. I merchant should honor their posted price, nay deviation is false advertising.

Regards,

Business

Response:

Because this particular part went obsolete and now has to be custom printed on demand, the price is much higher and there is a minimum quantity. We cant fire up the presses to print a custom order for less than half our cost. The client was promptly contacted and made aware of the issue and the client decided to cancel the order. This client also has the option of reordering this item from us or going somewhere else to purchase it.

I bought a humidifier kit online, the ad said it included a saddle valve to tap a water supply line, but wasn't in the kit when I got it. I emailed to query if they offer a remedy for the shortage before I went to Home Depot to buy the $8 part - their guy (name witheld) - said I should go to the hardware store to get whatever I needed to finish the job. I was hoping they'd send the missing part so I could save the time&$,-disappointed.