This is an online distributorship. Their responsibilities are to:
1. Take the order and process it in a timely manner
2. Ship the product to the customer within the time frame promised
3. Provide telephone and email based customer service which SHOULD include:
a. Shipment tracking
b. Relationship management (know when I called and who I talked to)
c. Issue resolution
They can do NONE of these things. After waiting for the 3 weeks to pass and not receiving our new stove, which we needed badly in a house of 5, we were told that they couldn't say whether the product had even shipped. When we asked about the phone calls we had placed the week prior, in which we were given information saying that the product was available and would be shipped, we were told that there was no record of those calls. When we asked to speak to a manager, we were told we were speaking to the manager (yea right). The ""Manager"" would not give us her last name or any other customer service contact to escalate our issue to. The kicker: When we said we would like to cancel the order we were told that we ""may"" be charged an $85 restocking fee, ""if"" the product was in transit. They couldn't TELL IF THE PRODUCT WAS IN TRANSIT THOUGH. The whole experience has been absolutely infuriating. Take your business ANYWHERE else because Number 1 Direct has no idea what they're doing out there in Missouri.
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