CAREFUL ON SHIPPING, TERRIBLE CUSTOMER SERVICE
On March 19 2011, my husband and I began searching the internet for a part to his Evanrude boat engine. There was a fishing tournament for kids and we really wanted our daughter to be able to participate. This tournament was on Sunday the 22nd. We found the part at boats.net for more than half cheaper and saw that the option of "next day Saturday air" delivery. The part was $60 and the shipping was to be emailed for cinfirmation as soon as they had the figure. We placed the order. The next morning, as soon as business hours started, I gave the customer service a call. I explained the urgent need for the part and informed Pam that I had not received the confirmation email for the shipping and asked if it was GUARANTEED to be delivered. She ASSURED me that it would AND said my card had already been charged for the part and shipping (the site clearly states that BEFORE you pay they will give you a figure to confirm, I mean, who says "sure charge me no matter the cost??!") and that the part will in fact arrive Saturday with no problems. I told her "GREAT" otherwise I would not need the part and have to drive to go get it. The next day, I receive an e-mail stating the cost charged (more than the part) and a tracking number link. I click the link and am sent to the FEDEX website. The tracking link tells me it will arrive NEXT THURSDAY!! I call the customer service immediately hoping (yet already knowing) that this some mistake. PAM informs me that this is correct and "doesn't know how this has happened" AND apparently there are two Pams because she denied speaking to me the day before. She leaves me on hold a good 20 minutes and returns to say she has spoken with her manager Vance. Long story short, she is very sorry and sees the note in the account about needing the part next day or not at all and instructs me on what to do with the package when I receive it, assuring me once again that they will pay my shipping expense. When the package arrives, it is sent back exactly the way I was instructed. I paid the extra for the confirmation signature. I was very busy and had almost forgotten on April 23rd, when I came across the signature receipt in my purse. I checked, just to be sure and of course, it was received. I called about my refund and was told to allow 1-2 weeks for processing and was given this Vance character's e-mail. Two weeks later, I received a return of $27???? Not the price of the part, shipping, nothing. So I e-mail 'Vance' with all the details and the exact figure due along with the invoice and receipts as proof. He returns my e-mail with a very generic apology and gives a new figure that was $4 different than mine (he did not include MY shipping cost to return). I e-mail back telling him about my figure and how it came to be (he obviously didn't open the attachment sent with the receipts) and say that due to principal alone, I would like for his company to make good on at least ONE promise, that being my shipping paid. Last week, March 5th, I received two credits. One for the balance, one for the $4 shipping. Seeing as how we didn't open the box, I can't tell you the quality of the product, but their business ethics are...I'll let you decide.