Business ProfileforMountain View Hearth Products

I ordered a package and I should have paid attention to the star rating beforehand. I paid to have the package overnighted which cost like 40 or 50 bucks. It is now been 48 hours and I've been told I will not get the package for at least another 48 hours. I place the order on a Thursday night I called Friday morning I was told Friday morning it should ship out Friday and I should see it Monday. It is now Monday I was told they don't know if it has even shipped yet or if it is out of their facility yet and I should have it by potentially Wednesday. I was also told that I now have to wait for the package to get here before I can do anything for a return. I very specifically asked that if the package is still there can you just cancel the shipping and refund me for my total. I was informed they are not going to do that that is up to the buyer to do so even if it was there in the facility they're not going to waste their time to try and find it. They couldn't tell me if it was even there or not. The first representative I talked to it sounded like there was just an honest mistake made and I would have been fine with that if they would have just said hey that's our mistake we've for some reason didn't get it out on Friday like we said we were going to still haven't gotten it out today let us either reimburse you the money for the overnight shipping and not even that I don't care about being reimbursed just be honest with me so I know when I'm getting this package. At the end of the day with talking to three people there it sounds like nobody has any idea what's going on I was told they have around 30 people that work there but there's no way for them to somehow talk to the warehouse apparently and figure out if my package even shipped which is typically the convenience of a small company. I wasn't offered anyting other than they were going to waive the 10% restock fee if I returned the part at the very least you should expect to get reimbursed for the overnight shipping that never happened. I did read on the website they say it does take one to two days to process before shipping that is why I placed the order Thursday night and called Friday morning right when they opened up and I was told it would be shipped Friday because they prioritize overnight shipping products. I'm still just baffled at the lack of knowledge from manager *** that I spoke with on the phone that you guys cannot even figure out if the package is in the same building or not. Typically at my job when the package is taken by *** they scan the package and you get an update for your tracking number saying that it was picked up so I'm being lied to by this company if you would have just been honest admitting a mistake I wouldn't be here on the Better Business Bureau. It was a $300 feeder motor and it is appalling to be told that it's not worth your guys's time to see if it's even in the building or not. It is appalling that you're not going to cancel it even if it's in the building because there's nothing we can do we created the shipping label so even if it's here we are still going to ship it to you and then you have to pay to ship it back to have it returned to us for a refund even if the part is not left your Warehouse yet. It is rare to deal with a company anymore with all the technology and apps that you can use to deal with a company that absolutely has no idea what's going on. I really wish there was a negative star option because of how horrible it seems this company is ran and how absolutely atrocious the customer service is.

Hello *******,Thank you for taking the time to provide us with your feedback. I regret that we were not able to meet your expectations. As Catie advised you, your order would likely be shipped out on Friday as we do attempt to get all air orders out the door within the 1-2 business day processing time that we advertise. Your order was placed late Thursday evening, and it was packaged for shipment on Friday. Unfortunately, it looks like the package missed the *** pickup time for Friday afternoon. This means that the package was picked up on Monday, still at the two business day time frame that we advertise. Regrettably, we do not have oversight on packages that tells us exactly where they are in our facility. Our agents can see if the package has been packed, and they can see if it has been scanned by ***. We don't know exactly which *** bin it's in and are therefore unable to cancel an order if it has been packed for shipment. Like most of the rest of the USA, we are short-staffed on all positions. We're sorry that we were not able to get your package out quicker. However, your package was still shipped in the advertised time frame, and it was shipped in the manner that you paid for. We are unable to issue a refund on shipping. We would be happy to waive the restocking fee if you would like to return this part. Should you need anything further, please let us know.