ComplaintsforSchoolOutfitters.com

• Initial Complaint

  10/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Below are the details outlining a significant issue with shipping and advertised lead times for product arrival associated with School Outfitters. At the time of ordering, School Outfitters stated on their website that tables would ship 62 days after ordering which led us to believer our tables should arrive in July. We are almost 6 months in post order and still have shifting promises about when items will ship. I would strongly urge any other school considering a similar purchase to closely review other options or set up a formal agreement with School Outfitters guaranteeing delivery times. April 29, 2022 quote obtained May 6, 2022 PO sent July 2022 estimated arrival We then received emails indicating that our order would ship on 9/26 which got moved to 10/4 which was then moved to 10/26. The pattern is that the company keeps the customer hopeful with rotating guesses on when items will ship from the end of the month, to the start of the next month, to the end of the month. Our order, $67,000+, that should have arrived July 2022 is now estimated at the end of October which we fully expect to receive a form email around that time indicating an early November estimate. There are significant areas of improvement for School Outfitters and we have been offered no customer service options or help except being told to wait. At this point, we believe the 62 lead day that was published was false advertising so that schools would feel confident their orders would arrive prior to the start of the new school year.

  Business response

  10/06/2022

  School Outfitters does not publish or advertise any lead times outside of quick ship promotions like “Ships in 24” as our lead times are estimates and subject to change. We notify customers when there is a delay and when there are multiple delays instead of a templated form letter there should be a different contact with options and next steps for the customer. In reviewing this order that step did not happen. We will review and update the process as needed to prevent this from being missed in the future. We have contacted the customer to explain what happened and offered options to help until their furniture arrives.

  Customer response

  10/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ************
  

• Initial Complaint

  03/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  see attached documents. When I try to get tracking information, I get a new expected shipping date at least a week in the future. I have sent numerous emails and called many times with no response. I ordered and paid in full including FedEx shipping on 2/2/22. My latest inquiry has produced another delayed shipping date (see attachments). This was a birthday present for my grandson (2 years old) but nothing has been done in almost two months. I will be contacting FedEx and ****** to file claims if BBB does not resolve this issue.

  Business response

  03/21/2022

  Hello ******** 

   

  I apologize for the delays with your order. Neither we nor our supplier have this item (Textured Sensory Puzzle Blocks) in stock. The estimated ship date of 2/14 was given when the order was placed and was based on the lead time for the product. Since then the supplier has reported they did not receive in the product as expected and do not have it to ship due to worldwide supply chain issues. The product continues to be delayed and the most recent update we have received is that they will be able to ship on 4/26/2022. However that is estimated and depends on the product arriving as expected.  I'm very sorry for the delays and the inconvenience this has caused you. We have two options to move forward:

  1) I'm happy to refund you in full for your product and shipping charges ($45.98 product + $23.49 shipping + $5.73 taxes = total refund $75.20) and continue to send you the product free of charge. I am not able to guarantee when the product might come in - but as soon as it does we will ship it to you and forward the tracking. 

  2) I can cancel the order and refund you in full for your product and shipping charges ($45.98 product + $23.49 shipping + $5.73 taxes = total refund $75.20).

  I appreciate your patience with this process and your willingness to provide this feedback. When our customers experience frustration it matters to us, and as a manager I truly appreciate the opportunity to make this right for you and review the opportunities we have to make it better for you and our other customers in the future. School Outfitters strives to make every customer experience as seamless and simple as possible.

  Please just let me know how you would like to proceed or if you would like to discuss this further. 

   

  Thank You, 

   

  Judy R
  Director of Customer Relations
  School Outfitters 

  Customer response

  03/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *******
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩