Faultless CasterReviews of faultlesscaster.com

wheels worked just fine

Still don't have my order. I ordered some compression casters almost a month ago and they've been delayed at the factory three times now. I appreciate that Customer Service has been keeping me updated and notified about the delays, but that doesn't help me with getting my order. I've had to turn to another company and am hoping the order shows up at some point.

I PLACED AN ORDER ON 10/03/19. IT IS NOW 10/31/19 AND I STILL DON'T HAVE MY ORDER. TRIED CALLING YESTERDAY TO JUST HAVE THE PHONE RING AND RING AND RING AND NOBODY ANSWERED.

Great service and fast shipping

Ordered these Oct 4. Never heard from company until I followed up last week. Finally found out that they were back-ordered. Still waiting. Seller should say if items are out of stock. I wouldn't have ordered them. Won't again

Never coming back. From cradle to grave this was one of the worst experiences I've had. First: I created an account on Faultlesscasters.com, I ordered the parts and paid for them. The website filtering is good and presentation is good. It all went downhill from there. I received an email a day later saying that the parts were backordered and you would advise a ship date when available. I immediately went to call the support number and got voicemail all day. First issue: there's no hours on your website about when call center is open. Regardless, I left a voicemail saying that I needed to know what to expect because I would change tack if lead time is too much. I also left a contact via the web form saying the same exact thing, leaving my contact information and asking to contact me immediately. I was never contacted. A day later I received an email/order update saying that a ship date was confirmed, 10/10, and that tracking information would be sent when available. So I waited a week, the 10/10 date came and went, and I never received any communication. So I got back on the phone and kept calling the customer service phone number until someone actually answered. Carmen picked up, and she is very nice and said she would help. She looked into it and had to make calls to the manufacturing plants, so she said she would call me back later when she found out what was going on with the parts. She never called back, so I called again the next day. She was transparent that the plant was having a hard time locating parts, so I insisted that I needed whatever they could send because I have a deadline and needed to see if these casters would work. So she asked her plant to do a partial shipment. I gave her my contact information over the phone and insisted she provide me the tracking information. I never received the tracking information so I called again and gave her my contact information over the phone again. Why am I giving my contact information over the phone when I created an account online that has all this information? I finally received the partial shipment, we tested the product, and the brakes did not work. So now the product is bad and we couldn't use it. So I started calling again. Nobody picked up the phone on 4 attempts to call this past Monday. So I called again the next day multiple times until I finally reached Carmen again and told her the parts were not good and I needed to return them. She said she'd send me the RMA. The next day I did not receive the RMA so I called again and found out that the 2nd shipment, which was supposed to ship earlier this week, hadn't actually shipped, so she was just confirming the RMA for all the shipments (stop shipment on the 2nd shipment). This time your incompetency benefited you - saved you shipping; however, it looks really bad from a customer perspective. In conclusion: customer user experience is atrocious. Missing critical information (times to call). Nobody responds to VM or web form. Doesn't follow up with tracking information. Doesn't link up with online account for contact information. Getting accurate information was discombobulated due to seemingly poor interaction with sister companies. Product was defective. This is a perfect case study for how to fix your broken system. However, you have undoubtedly lost a customer and I will happily share my experience with my peers and via google reviews.

Excellent customer service

I cannot thank Brad enough for his help. I needed wheels and he went above and beyond to try to find something that would work! It was a pleasure to do business with them. I would highly recommend them!