On Line Fabric Source

On [redacted] XX XXXX I placed an order for some headliner for the inside of my vehicle to get it replaced Saturday morning. Being someone who has never ordered something with 2 day shipping made sure before I placed my order to read everything under the shipping tab, and on the left hand side about shipping to try and have a more understanding as to how their shipping works. So I placed my order, paid an extra [redacted] for 2 day shipping with the impression of it arriving at my home no later than [redacted] night. I opened my UPS tracking information I received in an email to be very upset to find out it will not be here until Monday. In all confusion I call the company to find out what is going on, they continue to tell me that since it was ordered at [redacted] their time it wasn't shipped out until Thursday, the two business days would be Friday and Monday. I ask them how am I supposed to know this if I read everything regarding your shipping and couldn't find such information that you don't ship same day, or that you have to order by a certain time to have it shipped same day? I was also told the order needs to be placed by 2pm for for same day shipping (which is nowhere on their website). Or that there is even a 24-48 processing time. Which would technically mean if you pay for 2 day shipping you may not get your product until 4 days after ordering it. They told me I would have to click on "FAQ" at the very bottom of the page. I would have had no clue that was even down there. If I've read, what was believed, to be all the information on shipping they had, how would I know this exists. That information is placed in a very bad "obvious" place for consumers to find. This information should be placed in a more obvious place for us to find to be able to read to have a better understanding on your processes for shipping. They are refusing to reimburse the [redacted] which I believe I have the right of getting back. If I was aware of their shipping process I wouldn't have made the order.Order_Number: XXXXXXDesired SettlementI don't believe I should still be charged the [redacted] since the shipment process and information is not clearly stated on the their website,nor in a clear place while adding products to the cart,or while the customer is finishing up the order.Nor is it stated on the website that I have to place my order by 2pm(their time)for the order to be shipped out same day. I want my [redacted] refunded back to me.Business Response Our website clearly states that orders received after 1pm are processed the following workday. Our homepage lists our hours as M-F 9am-5pm. UPS pickup is at 4pm. Customers order came in at 5:45pm. Not only did UPS already pick up, everyone was gone for the day. Even if she missed the times on our website, common sense tells you if you place an order at 5:45pm it cannot be picked, measured, cut and packed in time for UPS to pick up. The woman thought UPS picks up all night long! The bank would not allow her to dispute the charges because they agreed with us. The woman was vulgar and abusive to many of our csr's. She had one rep in tears. We will not be issuing a refund.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I disagree. I was not vulgar and abusive to the "csr's". When I was speaking with a sales representative, if she wasn't able to help me then I asked for a supervisor on duty. I was talked down to for apparently not having "common sense" of needing to click on fine print and 5 different places to find out detailed information about when orders are shipped out. Also, just because someone's business hours are until 5pm, that doesn't mean I'm supposed to know your warehouse shuts down the same time and that pick up is at 4pm. The reason I got so upset was because the Manager refused to even try to understand where I was coming from, she never tried to de-escalate the call, only tried to get under my skin with remarks. The part was also left out that you had to walk the bank representative through the website to show her all your shipping information. Needless to say I was very disappointed in their customer service, and I believe their website could be more user friendly for first time users.