I ordered online from the US Navy Seal Store in December. I checked their website for details on shipping, and they ship to Canada via USPS. Based on that, I gave the info for mail delivery (without the additional info needed for courier delivery). After being told the order would arrive for Christmas (it didn’t, not by a long shot), I received an email in January stating that FedEx had attempted delivery but that since I hadn’t given a buzz code for the building, the merchandise had been returned, and I would have to pay for shipping again should I still want the products. On top of that, there would be a 15% ‘restocking’ fee if I decided to cancel my order. What followed next was a comedy of errors. I left phone messages that weren’t returned (I was later told the company was having some sort of problem with their phone system) and sent emails that weren’t replied to. When I finally managed to get in touch with someone, and explained the situation, I was told that they would be happy to cancel the order, minus the restocking fee, of course. I explained – repeatedly – that the buzz code was absent because *their* website stated that it would be sent by mail, and buzz codes aren’t needed by mail carriers. After a number of frustrating emails and lengthy waits (after being told the issue would be sorted out ‘tomorrow’ repeatedly), they actually went to their website, changed the wording to read “USPS or FedEx”, and then sent an email stating that since the website had the correct information (now), it was obviously my fault. I asked for a supervisor’s number repeatedly and had the request ignored. I must say, I’m beginning to wonder if they actually carry merchandise, or simply make money off of the 15% restocking fee! Regardless, customer service is not a highlight, and I have never experienced someone working so hard to make a customer pay for the business’ mistake. There are a lot of great internet businesses out there – I’m going to support them instead.
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