Good price, but frustrating customer service
Written: Nov 17 '11 (Updated Nov 19 '11)
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I found a nice electric fireplace on here for the best price and decided to go for it. The site stated "Availability: Less than 25 In Stock (Low Stock)" which says to me that it IS still available. To better outline my ordeal from here, let me use a timeline:
Oct 14: I place my order
Oct 17: I get an email that its being prepared for shipment.
Oct 24: I havn't received any tracking number so I call and leave a message to find out whats up and get an email response that "The container was delayed and we will have the item available to ship by first week of Nov. (2 weeks)." I respond immediately asking for expidited shipping once it comes in for the inconvience and get no reply.
Oct 31: I reply again asking for a discount or expidited shipping or SOMETHING
Nov 3: I get a response that I cannot be offered any discount since I already received a discount on the fireplace (it was a coupon code that anyone can use). The ship date is now Nov 11 (not the 1st week of Nov as promised), but I will be one of the first to ship when they get in... Oh goodie!
Nov 3: I respond immediately expressing my 'discontent' with all this and I get a reply the same day saying that they have agreed to upgrade my shipping to 3-day shipping. That is all they can do. Okay, fine, so it will ship on 11-11 and I'll get it by 11-16, right? wrong.
Nov 15: I have not received any tracking number so I email and ask whats going on. I get no response from a human being.
Nov 16: (promised delivery date) I get an email that my item has shipped. If I had not emailed on Nov 15, I would be willing to bet the price of this fireplace that it would still be sitting in the warehouse.
Nov 18: Item arrived via FedEX.
I only give customer service 'two checks' because they ultimately did provide the upgraded shipping and the fireplace was nice once it finally got here and was a good price. But now that its all over, I would not shop here again. If you find a good deal on this site, do not click Add to Cart, do not enter your coupon code, go to the next cheapest site and save yourself the frustration.
One other thing that makes me curious is all of the good reviews on here. Honestly, how may people go our of their way to create an account to leave just one review... and a positive one at that? Negative reviews I can understand, but most people that I know dont go out of their way to create a new account on a review site to leave positive feedback unless its just over the top good. Considering the bad service I got, I would not put alot of weight on good reviews from users where their review for Vive Decor is their ONLY review.
Take a look at the negative reviews on here and its clear that they have a problem keeping records of whats "in stock." If I had to guess, I think this company "drop ships" everything and does not stock anything. If their supplier happens to have it, great.... if not, they wont figure it out until you call them and ask.
Recommended:
No
What product did you purchase or try to purchase? fireplace
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About the Author
Location: Clearwater, FL
Reviews written: 23
Trusted by: 1 member
About Me: I'm a civil engineer in FL. C Ya on epinions!
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