Ryan
I place an order on April 1st
I place an order on April 1st. I sent a message asking for my tracking number on the second, and was notified that my item has not shipped and I will get an email when my item does ship. On the 3rd, since I did not hear back from Stellar, I placed an order for the same product from a different company, which arrived promptly on the 7th. On the 8th, I emailed Stellar again wondering where my order was, in which I was told my oder would not be fulfilled for 2-3 months due to item being on back order...this is poor customer service. I waited 8 days to find out this issue and I had to initiate contact otherwise who knows how long I would have waited before I received an answer.
Response from Stellar ScientificApr 12, 2019
Thank you Ryan for sharing this detailed feedback with us. I've spoken with my team and have a better understanding of what happened here. You are correct - we could have done a better job staying in touch with you and letting you know we were experiencing an unusually long delay for stock confirmation from our supplier. Because we want to be the best, I appreciate this valuable piece of criticism and we take it to heart as an area for improvement, so thank you for letting us know. I must point out though that Customer Service did contact you by email on April 2nd to let you know we were waiting for stock confirmation, which was not received until the 9th, the same morning you followed up with us again asking about your order. You might like to know that we were so distressed about the back-order (it was the second time this has occurred) that even before receiving your review we made the decision to no longer use this supplier for this item. Take a look at the website and you will see a replacement. The one you ordered is gone (we swapped out the entire family, all sizes, as well). I would have appreciated it if your review was a little more nuanced and made reference to our offer of an alternative product when we informed you about the back-order. Once we became aware of the problem we did move quickly to look for a solution. You elected to receive a refund instead, which was also processed promptly. Thank you again for investing time with us. We're sorry that you did not have a stellar experience and we promise to do better the next time. Lee J Lowenstein President