Don't waste y our time ordering BIG HEAVY items online
Written: Mar 22 '07 (Updated Mar 27 '07)
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I am a long time Costco member. We shop frequently at the store.
Of all the online purchases (5) I've made via Costco.com, this 1 (maybe 2 now)is by far the worse!
I ordered an Ironman Legacy Treadmill mid January 2007, received email order confirmation, and a week later, received the tracking info. Item delivered damaged on 2/2 so we refused it. Called Yellow Freight (I guess Costco uses this company to deliver oversized items??) same day and lady transferred me to damaged department where I left my info and asked what I need to do next. Never called back. 2 weeks passed, no call no nothing. Called Yellow Freight (2/19) and they said the item was returned. I asked when I will expect replacement. They said they don't handle that (b/c they're just delivery company) and I had to call the vendor.. in this case it is Costco. Called Costco's 800 # immediately and spoke to Evelyn. She said I need to re-initiate the order by contacting the vendor (Keyes Fitness). I said what?? I told her I didn't buy the item through Keyes and that I bought it directly from Costco's website.. and besides, nowhere on the website says I was supposed to contact Keyes. She put me on hold for a while, got back on line, and told me she re-initiated the order, that I'll get confirmation email in 7-10 working days. You've guessed it! 10 working days passed, no emails no nothing! Called back 3/2 and this time spoke to a very RUDE customer rep (TOM). He said my order was cancelled 2/23 and a refund request has been initiated, that I'll get email confirmation in 7-10 days... (sounding familiar yet?) I told him and what happens if I don't get any confirmation? He said to call back. This is poor customer service. Well, knowing that my AMEX bill was due 3/14, I logged onto AMEX's online bill pay immediately and reported a dispute on that item that I purchased from Costco. Not sure if it was the dispute that I filed, but the next few days, I got email confirmation from Costco that I'll be getting refund and a few days after that, checked AMEX online and saw the credit on my statement.
I am in the market for an affordable treadmill. Have done research and TREADMILLDR.COM rated the EPIC 425MX (in which Costco.com has the best price) #1 for the price category of $500-$1000. I was really hesitant to purchase again but my husband convinced me and if anything should happen (what are the chances right???) we will just take the item back to Costco & get my money back.
Well, I ordered the EPIC 425MX on 3/18. Got order confirmation email, shipped email, and today, I got a voicemessage with the delivery company that they want to set up delivery time possibly this weekend or next week. WELL, YOU'LL NEVER GUESS!!! The lady that left the message sounded like she was dying on the phone. She left the 'bill number', her name, the company she was with (which was unclear) and her ext... BUT NO PHONE # TO CALL!!!!! I told myself this couldn't be happening again.
Called Costco's 800 #, told the lady my dilema (and they don't have the shipper's info) and the only number they gave me was ICON's customer service #. Called ICON (company that makes the EPIC 425MX) gave my bill number to the lady. She had me on hold as she was trying to find out if she can get info on my order. Came back on and told me she was unable to find anything. Gave me another 800# to marketing dept. Called, put on hold for a while, then someone picks up.. told him my situation and he immediately said I will transfer you to shipping dept. (i should have got the # to shipping dept incase i get disconnected) Next thing I know, i was hung up! then called same # again, and after many minutes on hold, got hung up AGAIN. Ughh!!! By now, I've already spent 1 hour on the phone and haven't gotten any info. Called the 1st ICON number and told the guy my problem... not sure if he really tried hard enough to help me find the shipping dept's # so i hung up. Called the marketing dept and this time when i told him i just needed the shipping dept.. he gave me that info, and also asked me what the 1st 3 digits of my tracking # was... gave it to him, and he gave me the 800# to Old Dominion (delivery company). Called this number, gave the lady my tracking #.. and she couldn't find it. She asked where is the destination (city & state).,. gave her that info. She searched from 3/1/07 to present and couldn't find anything.
I am hoping the lady that left me the initial message will call back (i highly doubt it) and will try again tomorrow with ICON.
Hopefully everything will turn out ok... but I'm not counting on it.
All in all, I didn't have any issues with the smaller items via the online store.. but if you're planning to purchase BIG HEAVY items... don't waste your time.
*****update on delivery******
OK! Bottom-line... the delivery company FINALLY delivered my treadmill yesterday (3/26/07). You would not believe what I went through.
A guy called back the next day (I was extremely glad) and we set up delivery for Monday (3/26). The delivery window time was 9-5. I called back Monday and spoke to a very helpful lady (Dina) to see if I can get a narrower window time. After holding for her a guy picked up and asked if I had an exercise equipment for delivery. I said yes. He asked what city. I told him, and he said to expect delivery around noon. 1:30pm came around really quick and I was there waiting since 11:30am. Called back and spoke with Dina. Told her I spoke with someone (and I really should have gotten the guy's name too) and they told me to expect delivery around noon.. and now it's 1:30pm. I wanted to know what was happening. She put me on hold for a while and came back on. She has some bad news. At this point I wasn't surprised at all. She said that the item still shows that it has not 'manifested' yet. (this is a term they use meaning it hasn't been loaded onto the truck and assigned a driver) She says to give her a few minutes so she can check to see if the item is still at the warehouse and if it isn't, she needs to track down the driver that has it, and then will call back. Well, 1 hour passed, no phone call, so I called back. Was put on hold for a while, and then was told that the item's not in the warehouse and it's on 1 of many trucks. She said it looks like we may not be able to deliver today. I was already upset (upset is an understatement by the way...) and told her that my 1st order (and it had nothing to do with her) was a really bad experience and for this to happen again was unacceptable. She was really apologetic and understood my frustration. I told her I absolutely cannot reschedule delivery because I can't be taking another day off of work to wait around. (this was already getting close to 3pm) I asked: Don't you guys have a route for each driver and won't you know who may have it? and also what is the cut off time that all drivers have to be back at the warehouse? She said everyone has delivery & pick-up, but all drivers should be back by 6pm. I asked you guys do after hour delivery right? I want this thing delivered to me today even if it means delivery at 9pm. She said absolutely and told me she'll see what she can do. Had me on hold for a bit, came back, and told me she was able to locate the truck that had my item and that it will be delivered today. She asked what time will I be available. I gave her a slot: 4:30pm - 6pm. She says the truck is on it's way back from North Hollywood and that it needs to come back to the warehouse to unload the other freight & move my item from the front of the truck to the rear (where the doors roll up) and then deliver my item. At this point, I asked what happens if it doesn't get delivered today? She said it will; and I don't hear anything by 5:45pm, to call back to speak with her or Francisco. At 5:30pm, Francisco called and said the guy's on his way and should be there by 6:15pm. I inspected the item and it looked good. (Finally)
Now, the next thing when I have time this weekend is to assemble the treadmill to see if everything works. (well, it should. The box didn't look damaged at all compared to the 1st treadmill that I ordered). If it doesn't work, we will have to find a way to haul it back to Costco's warehouse for a full refund. Wish me lots of luck.
I hope you don't ever experience what I have gone through. Good luck and thanks for letting me share this. I just hoped I didn't bore you.
Recommended:
No
What product did you purchase or try to purchase? Ironman Legacy (1st attempt) & EPIC 425MX treadmill (2nd attempt)
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acpasa
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