Complaint Review: Survival Frog - Internet

Below you will find an excerpt of an email sent to the customer service department of Survival frog. This is the second email sent to the company regarding my order.

This email is my second attempt at getting into contact with someone from your company using email. I will not be sending another message regarding my order. It Was submitted and processed on Nov 11 at 8:30 a.m, still no order fulfillment and no contact from your company. If I have not heard back from your business in the next 24 hours I will cancel my credit card to stop payment if necessary; I will also contact a lawyer if that is what's needed. Shame on your company for running a business this poorly and not returning customer complaints. 

I emailed them on November 17, 2016, after attempts to contact their customer service number. The company does not have someone answering the customer service line regardless of when you call it. The online chat with customer service is not operational either. I initially contacted the company because I was charged for my order, but it went unfulfilled until finally getting a response and demanding a refund. The company offers insincere apologies and makes excuses for their poor business practices.

The following statement is a direct copy/paste from their website.

You can contact us using any of the following methods:

Email -[email protected]

Call 800-PREPPER (773-7737) 

Mail us at the address below:

Survival Frog

c/o Customer Support

2488 W 2nd Ave

Denver, CO 80223

Our Contact Us Form. We will reply within 24 hours Monday - Friday, within 48 hours after Saturday and Sunday.

This is entirely untrue.

This is what the company states on their website regarding orders and shipping

Free shipping on all orders over $50! Orders that qualify for free shipping will ship standard shipping; valid only on shipping to the 48 contiguous states. Additional shipping fees may be assessed on orders shipped to Hawaii, Alaska, and US Territories. International shipping fees will be assessed on all orders shipped outside the US.

Need your items faster? Upgrade to priority shipping! Cost depends on your order total, see the shipping estimate calculator in your shopping cart. Expedited shipping is only available on products fulfilled by Survival Frog.

SurvivalFrog.com represents several manufacturers. We ship most of our products directly from our fulfillment center in Denver, Colorado, while other products may come directly from the manufacturer. Therefore, multi-product orders may arrive in multiple packages from various points of origin.

Shipping charges are based on the weight of the product(s) and the zip code of the shipping address. Shipping charges are calculated at checkout. For your convenience there is a shipping estimate calculator available in your shopping cart where all available rates, including premium options, will be displayed. Each shipper reserves the right to change shipping carriers at their discretion.

Orders received after 2PM Eastern Time will begin processing the next business day. Orders received after 2PM Eastern Time on Friday will begin processing the next Monday unless it is a holiday. Our fulfillment center observes most federal holidays.

A tracking number will be emailed to you. When your order is shipped you will receive a shipment confirmation with the tracking information. Please allow up to 48 hours after you receive the tracking number for your shipper to update the tracking information. Once shipped, the length of time it takes for your order to arrive will depend on the origin(s) of the shipment and shipping method selected.

I did not list the "holiday" shipping which in fact is untrue and absurd. The reason I was given for the delay was the product was not on hand, okay that explains one product, they held the entire order and had no idea when I would receive the products.