Black & Decker Under-counter Can Opener and Remington R-9500 electric razor

Black & Decker Under-counter Can Opener and Remington R-9500 electric razor

The following is a detail of my interactions with everythinghome.com, and the subsequent customer un-service that I received:

12/11/04

Ordered two items from Everythinghome.com, an under-coutner can opener and an electric razor. Both showed in stock and through the course of ordering was told I would receive the items in 3-14 days through USPS mail.

12/16/04

Checked email and noticed I had an email from everythinghome.com status dept, stating one of the items I ordered (the Remington R-9500 razor) "was no longer available." This was sent to me on 12/15/04- already 4 days after I ordered the item.

12/20/04 I still had not received the Can opener, so got online to track the item. I needed to have an order number, which I realize was never emailed to me after my initial order was placed. So, I called the Customer Service number to find out what my order number and tracking number were. I was told that they didn't have my tracking number (???) because the "manufacturer hadn't sent it to them." I asked when they might have this information because I was expecting to receive the item any day now. Janet, the CSR I was speaking with, told me she would email me that information either that afternoon or the following morning.

12/21/04 11:53am I still had not received a tracking number from everythinghome.com as I was promised by Janet yesterday afternoon, but instead received a form email from them stating they were requesting the information and to allow 2 business days for a reply.

12/22/04 Tried to call the Customer Service number again to find out what was going on, and the phone rang about 20+ times, then disconnected. No automoated response picked up, and it was in the middle of the day, during regular business hours. Sent an email to Email User, explaining the conversation I had with Janet yesterday and that when I tried to call today to follow-up, I could not reach anyone. I also stated that I expected some follow-up to my situation as promised by the end of the day. I did not receive an email or phone call back.

12/22/04 ~5:00pm Called back to the Customer Service number for Everythinghome.com to find out why I had not gotten a tracking number yet. Happened to get Janet on the phone again, who said that she did send ym request to the manufacturer for the tracking number but had not gotten a response yet. I asked what they were going to do now, and she said she could send the request again. I explained that we were very near to the end of the 3-14 day delivery promise, and this just wasn't good enough. I asked to speak to a supervisor. I waited about 5 minutes, then Bridgette came on the phone and stated that they "just found out" that the item was on back order and they could refund my money and cancel the order.

I then asked Bridgette why I had not been notified if they had received this information from the manufacturer, and she said that they had only just found out recently, and the manufacturer was in the process of notifying the customers. I asked if I could have the number to call the manufacturer directly, and she said no, that they don't deal with customer directly.

I then asked if refunding my money was the only thing they could do, and she said yes. I then stated I expected that would happen immediately and she said within 1-2 business days I would see the credit on my account.

I feel that everythinghome.com falsely represented what they were selling, the delivery times, and also provided severely poor customer service. Don't buy anything from this site, or you too, might be left hanging at Christmas without the gift you intended to give!

A. R Click this link to e-mail the above consumer: Email User Consumer