gbosco
disappointed with accuracy of web site product info and customer service
For the second time in as many orders, I find the information about the availability of products listed on the web site is not accurate. To make matters worse, I'm not notified until several days (sometimes a week) later that the products that I've ordered are not available, thereby delaying the arrival of the products I need as I hunt around for other sources. This lack of accurate information on the site can cost customers in other ways: I order with RFW and similar sites based on price and quality, and try to concentrate the orders to get the best value, including shipping. When the info is not accurate, I miss the opportunity of grouping products from other sites that might qualify me for a discount, at least on shipping. There's no good reason why a company as large and sophisticated as RFW cannot have a better idea of its own inventory. Items should be clearly marked "out of stock" on the site or I should receive an email to that effect within 24 hours and BEFORE my credit card is charged. I should be given the opportunity to scrap the entire order at that point, or opt to have the portions that are available shipped. Frankly, it's starting to feel a little like a version of "bait-and-switch" and my patience is wearing thin. The email that I eventually received from customer service was vague and unhelpful - it did not state which specific products were out-of-stock and gave absolutely no indication when they would be available again - 1 month? 3 months? 6 months? Nada. Why not include with the email a copy of the invoice so that I can tell what's out-of-stock? In fairness, the invoice that came with the item that was in stock did indicate that two other items were out-of-stock, but it was lost amidst the same worn-out promotional material (Matt's now-hokey faux-folksy handwritten letter), their flyer postcard and a sample of some other product you apparently do actually have in stock and want me to buy. The customer service email didn't arrive until almost 5 days later and the onus is still on me to contact for a refund. The refund should be automatic because the card should never have been charged in the first place once RFW determined the items were not available to ship. I would have rather received an email before anything was shipped saying the products are unavailable and 1) you can cancel the entire order or, 2) if we don't hear from you, your card will be credited with appropriate amount and the items we do have will be shipped asap. RFW can't claim to be Largest Online Raw Food & Superfood Store, and then ask for patience when "our little company" can't fill an order as promised. Strike two.