Rollies.com Left In The Dark Internet
I ordered from Rollies.com December 21, 2008, today is February 27, 2009.
Now I am fully aware that it "can take up to 6 months" (Though I wasn't when I ordered, Rollies seems to leave that out until you're sitting wondering "Why hasn't that come in the mail yet? Shouldn't that be here by now?" The only way I did find out was by searching the website. I think that might be something you should put up all over your website so your customers aren't left wondering, and wondering if they just gave money to frauds.) but, I did send them e-mails to the provided e-mail address (orderstatus2008@rollies.com) and NEVER received an e-mail back. I e-mailed them to find out when I would actually receive my order or when it would be shipped.
On the website it clearly states: "Most orders are received two to five weeks after being placed." and "Due to the massively large selection of items available at Rollies.com, we cannot guarantee that all items will be in stock at all times. However, new shipments are picked up every Wednesday - Friday, so items which are not in stock are typically available within 3 to 4 weeks. If it looks like there will be a wait longer than 6 weeks, we may notify you of your order's status or you can email us for an update. As we currently pick up orders from our suppliers every other week your order maybe be out of stock one week then in stock the next. This is why we have a 2-5 week delivery time."
Well, they NEVER notified me after 6 weeks, so I e-mailed them, and like I said never received a single e-mail. I finally called them today. I left a message saying that I was very upset and unhappy with being left in the dark, that I'm truly beginning to believe that this is all a fraud. I left my number for them, since they didn't e-mail me when I gave them plenty of time to do so I am expecting a call.
I won't be fooling around with e-mails anymore. And in that phone call I expect a date I will receive my order or an apology with my money sent back to me. I will give them today and tomorrow to deal with it then I will be going to my bank to forcibly get my money back. Hopefully Rollies will fix this, and learn to become a better business.
I even have a few suggestions:
-If your orders take so outrageously long you should make that OBVIOUS not hidden in FAQ and in Help menus.
-Say if an item is out of stock or not! Then I'm sure people will buy what you actually have and won't have to wait, so you won't have unhappy customers.
-Do what you say! If its going to take longer then 6 weeks e-mail your customers, the less you leave your customers in the dark the happier they will be.
-RESPOND. For exactly the reason I said above.
Amanda
Leawood, Kansas
U.S.A.
3 Updates & Rebuttals
Rollguy
Vancouver,British Columbia,
Canada
Rollies has delivered the order all is well
#4REBUTTAL Owner of company
Wed, April 22, 2009
The customer has received their order and it would be nice if the customer reflected that the delay did occur but the order was received. All is well the customer has the order and we can close this issues as completed. Always contact us via phone or email first before to get a response from us which is located on our site. Rollies is a good company and delivered the products as made.
Amanda
Leawood,Kansas,
U.S.A.
2 Weeks...
#4Author of original report
Mon, March 16, 2009
It will be two weeks tomorrow since I talked to Rollies.com and my order has still not been shipped. He told me that he would pick up my package and send it to me. He said that I'd have it in a week and a half. Now, I understand that things come up, but an email or a call about why my order has been delayed again would have been nice. I will be calling tomorrow and if I do not get an explanation and my order status changed to shipped and actually get my order I will take action.
Amanda
Leawood,Kansas,
U.S.A.
Rollies.com Called and Shined a Light
#4Author of original report
Tue, March 03, 2009
Last night Rollies called me. He politely let me know that he would be picking my order from the warehouse at the end of this week so I should be receiving my order in a week and a half. (Thursday March 12, or Friday March 13) He explained why the return phone call was a a few days late, and was very friendly with me. I was very pleased with Rollies phone call. He was very polite and is just like any of us, a regular guy trying to make a living for himself. I appreciated the call and will be looking forward to receiving my item, I will update when it arrives!