kjmclark
The shelving is terrific, but the customer service was not great
I bought some shelving, which is exceptionally quality - really, we couldn't be more pleased with the shelves themselves - but got no indication when it would be shipped. After nearly a week with no updates, I tried to contact them. Left a message, left another message. They kept sending me to one particular guy, and he never got back to me. I finally called again and actually got to talk to him. He lied to me. Said the shelves had already been shipped, out of Illinois, and he'd get back to me with the tracking info. Two days later I finally got my tracking info by email - and it had been shipped the previous day from Miami. So, shipped two days later than I was told, from their main location in Florida. The good thing was, when I finally cornered the guy, it made him realize he needed to get the shipment out. But would have better to have been honest and say "Oops" than lie about it. [added, after the reply] Thanks for your reply. You should go back and check your own website for that 3-5 days thing. I looked then and I looked again now, and can't see that *anywhere*, nor was it in the two emails I received on making the order. It would have saved both me and your staff some aggravation if that were actually visible somewhere. However, that order didn't ship until 7 business days from my order. What happened to 3-5? Your representative had two separate numbers for me, and after I had left several messages without a reply like that, it would have been a reasonable courtesy to call me and say "Sorry, I misspoke, that was supposed to go out from Illinois, but we have to ship it from our main facility instead." Would have taken 30 seconds. Just put the 3-7 business days shipping time on your shipping page (is someone reviewing it now? It was there a few minutes ago, but now goes to your "about us" page). It would have all been fine if it were there; all I was calling about was to find out when it would ship.
Response from Shelving SmartFeb 10, 2017
Hello thank you for taking the time to give us your feedback. Our logistics team handles inventory in both Illinois and Florida, sometimes stock levels change and shipments inherently change. Your order was set to ship from our Illinois facility but had to be changed to Florida to ship all parts in a single shipment. Our standard processing time is 3-5 business days as it's advertised in our website. Our records show that a tracking label indeed was printed from IL but had to be changed, we apologize for not communicating this. We strive to improve our customer service every day. Thank you! Juan D | General Manager @ ShelvingSmart.com