Marlinna S.
Two Failed Orders
Two Failed Orders - 1) I ordered a lock for a client in January that didn’t arrive in a timely matter, causing me to have to reschedule my job with my client. I was the ONE who had to follow up to find out it WASN’T EVEN AVAILABLE, after waiting two weeks for it to arrive. What sucks is I had spent hours researching to find this model of brass lock for my client, thought I was successful and ordered it from their website, scheduled an install appointment with my client and after two weeks, I was back to square one. 2). In April, I began researching a part for an access control door for another client, found it on their website and on another website for $60.96 less, so I filled out the form and input the links for the price match to order the part. I didn’t want to be in the same situation I was in before with the part not being available, so I called ahead and spoke to the staff to confirm JMAC had the part IN STOCK before hand. I decided to order the part because of this and because of the positive reviews that were reflecting online (despite my terrible experience the first time) but mainly because it said “Free delivery by April 27 & Free 30 day….”, which would fit my timeline since my job was May 1st and that was only a week away for delivery. After waiting for the part to arrive and it not arriving, I called to check on the status and was told there was no order, no price match form, etc. I asked for a supervisor but instead was given XXXX (name removed per guidelines) in sales, who also stated he couldn’t find the order from April or the price - match… which I did last week. I even recalled copying and pasting the links and the the captcha, etc. He was somewhat rude and unprofessional and made it out like it was no big deal that this was the second time I had tried to do business with their company in four months and both times, I was left empty handed and having to reschedule a job due to parts not arriving in a timely manner. He said there was no way to give me the price match today because it had to go to management on Monday for review (even though I had explained I already had done it previously a week before) and that there was no way the part would go out today. He pretty much hung up on me when he said, "we can’t escalate it to do a price match today so have a nice day." Minutes later, I filled out the price-match form for the 2nd time, called back and asked to speak to a supervisor again (this happened before when I got XXXX name removed per guidelines in sales) and was given XXXXX (name removed per guidelines) the Account Manger to speak with. XXXX (name removed per guidelines) was marginally more helpful, confirmed receipt of the 2nd price-match form and stated he couldn’t match it but would give me a price of $618.15 (not $581.04), plus shipping (not free shipping as advertised). Out of frustration and desperation not to be back at research square one again, I paid the money and ordered the part, despite the fact that he still said, “it’s close to the cut off time and it may not go out today." Of course it didn't go out that day and since it was a weekend, it didn't go out until Monday afternoon. Bottom line, I ended up paying more with shipping than their full price with free shipping they advertised and it took an extra week to get to me. Finally, I sent an email asking for a manager to get back with me and NO ONE EVER DID. I am VERY dissatisfied by the horrible customer service I have received multiple times. I’m also upset that the price match GUARANTEE is not a guarantee of anything and that FREE DELIVERY doesn’t mean anything either. In fact, doing a price match guarantee form online doesn’t even always hit its target and can actually fall through the cracks without any follow up. Even when an order is successfully placed online, it may not even be in STOCK (like the last time) and NO ONE will EVER let the customer know. When sharing my concerns with their staff, it was on deaf ears and there was zero concern or empathy. In fact, they acted like I was doing something wrong. I would be OUT OF BUSINESS if I treated my clients this way. In summary, I did get the order placed — but did not receive the “price-match GUARANTEE” that it says on their website, and nothing was done to honor the FREE DELIVERY promise either and the part took almost two weeks to arrive. Had I actually paid their FULL PRICE, I would have actually paid LESS and I would have gotten it a week sooner. Heaven forbid someone try to save money and take advantage of their price match, they are actually penalized. Heaven forbid someone asks to escalate their concerns to management -- it will NEVER happen. Had they shown one ounce of customer service by hearing my concerns, you wouldn't be reading this on every review site I can find.