Automatic Door and HardwareReviews of autodoorandhardware.com

Response from Automatic Door and HardwareOct 21, 2019

Hi Nicholas! I am sorry you are so upset. We shipped the product the same day you ordered it via UPS. Unfortunately, we have no control over UPS or any shipping courier we use once the package is placed into their hands. In your situation, it appears UPS dropped the ball. We will refund your shipping immediately for all of the inconvenience this has caused you. I hope this helps and have a wonderful day!

Response from Automatic Door and HardwareOct 17, 2019

Hi Mike! Sorry you are upset. UPS and Fedex only deliver on business days (M-F) and not weekends. Since you ordered Saturday the product shipped on the following business day which was Monday. You chose Next Day Air so you received it right on time (Tuesday). I hope this clears everything up. Have a great day!

Response from Automatic Door and HardwareOct 2, 2019

Hi Stephen! I looked up your order. It looks like you placed it on 9/23/19. As clearly stated on the website the product you ordered has a special lead time and does not ship until 3-4 weeks. I also noticed you chose free shipping which is about a 7-10 business day transit time. As you know shipping refers to the transit time the product is in the hands of UPS or Fedex. The shipping time is different then a product lead time. In your case, the product requires a 3-4 week lead time, then the product is passed along to our freight carrier and they take about a 7-10 business day transit time depending on your location. Everything is clearly stated on the website and we do not try to hide or disguise any of the lead times. We work with thousands of contractors every day and understand project deadlines, so that is why we make sure all lead times are upfront and accurate. If you need it sooner we do offer expedited shipping methods, however you would still have a 3-4 week lead time before the product ships via an expedited ship method. Here is the link to the product from our website: https://www.autodoorandhardware.com/Trimco-3923-622-Heavy-Duty-Surf-Blt-12-Ul-Sati-p/3923.622.htm As you can see on the product page, right below the text "free shipping" there is large bolded text stating" Lead Time: Usually Ships In 3-4 Weeks" I hope this answers your question and clears up any confusion. For any customer service related questions please feel free to contact [email protected] and we would be happy to further discuss any concerns you may have. Have a nice day!

Response from Automatic Door and HardwareSep 23, 2019

Hello, Sorry to hear that. We do offer cancellations. However, I show no record of you contacting customer service for a cancellation request. Regardless, I've looked up your order and cancelled and fully refunded you. In the future, please contact customer service immediately to cancel an order as explained on our website. Thank you again and have a great day!

Response from Automatic Door and HardwareAug 12, 2019

Hello HCI, We are sorry you are displeased. Your order came up as a high risk order for fraud, so it was instantly cancelled and refunded. The website instantly notifies customers via an automated email system that the order was cancelled and refunded. We are sorry you are displeased. Thank you and have a great day! Kind regards,