After this company took my money there was a complete breakdown in communication. I was promised delivery for a month straight to no avail. The accessories that I had bought and paid for were "immediately shipped out" but magically did not have a tracking number. I've yet to find a shipping company that operates and delivers in the United States that don't provide tracking numbers.
Week 1:
I was told the decking lumber would be delivered by Friday, and the accessories would be arriving on Wednesday. Friday came and went. No Lumber, no Accessories.
Week 2:
Monday, after 7 phone calls, and multiple voicemails and emails my sales rep starts responding to others on the group email and not me. " I'm so sorry, there has been a small unexpected delay. Your materials and accessories will arrive by Friday. Sorry again for the delay." Friday rolls around... No materials, no accessories.
Week 3: Still emailing the other parties on my email chain, and not me, when I am reaching out by email and phone calls and voicemails... " More delays, expect material by the end of the week" No materials, no accessories... " I don't know where your accessories are sir, the warehouse they came from lost your purchase order..."
Week 4: I ask for a refund over the phone. Goods are promised by the end of the week. I am reassured I will be pleased with the beautiful product and the accessories will be over nighted.
The shipping company calls me and coordinates a specific drop off time. Finally! I schedule a delivery time. A few days later I get a call and the delivery is 3 hours early. I'm in meetings and can not make it to the drop. Someone, I still don't know who, signs for the material. It is thrown into the yard in a messy pile.
I arrive on site after dark to relocate material into a covered space. Upon inspection the following day in full sunlight, the materials is junk. Scratched, inconsistent color, strap marks, marred, chipped, warped, cracked... just total garbage. Oh and the boards delivered could not fulfill the cut list!!!!
I call the following business day, obviously upset at this point from all of the rigamarole and describe the issues with the material. Oh, and still no accessories that I ordered 35 days before at this point. Half of the material is usable, the other half is total junk. I can't have even the good half installed yet because the ball was dropped on my fasteners and accessories. It takes an additional 24 hours for them to get back to me, falling out of the 72-hour window to make claims regarding faulty material!!
At this point, I was so exhausted in dealing with this company I contacted my credit card company and asked for a refund. Accessories arrived 45 days after I ordered them. I used half of the usable material that arrived, and will likely give the rest of the junk away on craigslist. I purchased locally to finish my project.
Our experience with this company was very disturbing. Our order was flawed by this company from the onset, not receiving our order for a couple of months due to their inability to fulfill the order timely, which substantially delayed our project with our customer. Although they issued a letter of apology, their inability to resolve the order most timely was horrible. Then the first shipment arrive damaged and the process had to start over. To resolve the matter from a customer service standpoint, they reordered from another warehouse and did not charge us shipping costs and also made some price concessions to our order. Order finally arrived, but 2 months later. We understand sometimes there are issues, so the second part of our order was implemented and a delivery date was set. We did not receive this order timely either and it created another delay to our project for our customer. We requested a credit on the shipping costs for this subsequent order and was refused. This company is home based business, as we later learned, and their inability to control their customer orders is limited. Our reason for not cancelling the order from the initial problems was due to our bidding our project at the prices they quoted. Other suppliers were higher in price, so we elected not to re-invent our efforts in hopes the matter would be resolved more timely. It was not the case. Beware of this company. It was our first time ordering from them, and our last.
After this company took my money there was a complete breakdown in communication. I was promised delivery for a month straight to no avail. The accessories that I had bought and paid for were "immediately shipped out" but magically did not have a tracking number. I've yet to find a shipping company that operates and delivers in the United States that don't provide tracking numbers.
Week 1:
I was told the decking lumber would be delivered by Friday, and the accessories would be arriving on Wednesday. Friday came and went. No Lumber, no Accessories.
Week 2:
Monday, after 7 phone calls, and multiple voicemails and emails my sales rep starts responding to others on the group email and not me. " I'm so sorry, there has been a small unexpected delay. Your materials and accessories will arrive by Friday. Sorry again for the delay." Friday rolls around... No materials, no accessories.
Week 3: Still emailing the other parties on my email chain, and not me, when I am reaching out by email and phone calls and voicemails... " More delays, expect material by the end of the week" No materials, no accessories... " I don't know where your accessories are sir, the warehouse they came from lost your purchase order..."
Week 4: I ask for a refund over the phone. Goods are promised by the end of the week. I am reassured I will be pleased with the beautiful product and the accessories will be over nighted.
The shipping company calls me and coordinates a specific drop off time. Finally! I schedule a delivery time. A few days later I get a call and the delivery is 3 hours early. I'm in meetings and can not make it to the drop. Someone, I still don't know who, signs for the material. It is thrown into the yard in a messy pile.
I arrive on site after dark to relocate material into a covered space. Upon inspection the following day in full sunlight, the materials is junk. Scratched, inconsistent color, strap marks, marred, chipped, warped, cracked... just total garbage. Oh and the boards delivered could not fulfill the cut list!!!!
I call the following business day, obviously upset at this point from all of the rigamarole and describe the issues with the material. Oh, and still no accessories that I ordered 35 days before at this point. Half of the material is usable, the other half is total junk. I can't have even the good half installed yet because the ball was dropped on my fasteners and accessories. It takes an additional 24 hours for them to get back to me, falling out of the 72-hour window to make claims regarding faulty material!!
At this point, I was so exhausted in dealing with this company I contacted my credit card company and asked for a refund. Accessories arrived 45 days after I ordered them. I used half of the usable material that arrived, and will likely give the rest of the junk away on craigslist. I purchased locally to finish my project.
Our experience with this company was very disturbing. Our order was flawed by this company from the onset, not receiving our order for a couple of months due to their inability to fulfill the order timely, which substantially delayed our project with our customer. Although they issued a letter of apology, their inability to resolve the order most timely was horrible. Then the first shipment arrive damaged and the process had to start over. To resolve the matter from a customer service standpoint, they reordered from another warehouse and did not charge us shipping costs and also made some price concessions to our order. Order finally arrived, but 2 months later. We understand sometimes there are issues, so the second part of our order was implemented and a delivery date was set. We did not receive this order timely either and it created another delay to our project for our customer. We requested a credit on the shipping costs for this subsequent order and was refused. This company is home based business, as we later learned, and their inability to control their customer orders is limited. Our reason for not cancelling the order from the initial problems was due to our bidding our project at the prices they quoted. Other suppliers were higher in price, so we elected not to re-invent our efforts in hopes the matter would be resolved more timely. It was not the case. Beware of this company. It was our first time ordering from them, and our last.