I ordered two personalized items from NBAStore.com on 12/6/09. Since I knew personalization could take a bit of time, I paid for overnight shipping, to ensure I'd receive the items by Christmas. The days went by, and when I checked on my order, it would always say my items had been "located in stock." Finally, on 12/22, the last day in the estimated range of days I was to receive one item in my order, I got an email stating there was a delay, and it was indefinite as to when it would be shipped out. No explanation for the delay or for why they waited until I should have already had it in my hands to let me know it wasn't coming. My other item, which also potentially should have been received on 12/22 showed no change in status still on that date. I sent an email through the site, which generated an auto-response that basically said if the generic information on the site (repeated in the email) was not of help, I needed to call their toll-free number. Why even let people email through your site if you do not plan on actually responding to those emails in any meaningful, non-auto form reply way?

So, I called the toll free number. The first thing I was told was "I don't know why it let you choose overnight for personalized items." Well, why not? Second, I was given a song and dance about how many personalization orders they get during the holidays. Well, yeah, that's why I ordered almost 20 days before the holiday, so I would have enough time for you to fill the order. I had to pull teeth to find out that the item that is indefinitely delayed was due to them having some "issue" with the material they use to personalize the jerseys. Fine, but that issue didn't pop up in the morning on 12/22, as the jersey I ordered should have been done long before then. So, waiting for after you should have finished the order and sent it out to me to tell me you can't do it yet is unprofessional and disrespectful of customers. I asked if he could tell me where they were at with my other item. He said he'd contact the personalization department to see where they were with it. This sounded somewhat helpful until he informed me that he'd have to wait up to two business days to receive a response on that issue. This was on the afternoon of 12/22. So, in other words, "tough luck about your son's Christmas presents, lady. But, well, we just don't care to help you out here." And, of course, the kicker - "can I help you with anything else today?" I'm sorry, what have you "helped" me with so far, exactly? I am beyond frustrated with NBAStore.com, and seriously angry that they not only failed to deliver my son's presents before Christmas, but that they didn't care to contact me until it was too late to do anything about it. Meanwhile, I am getting promotional emails from them from the 12/22 through 12/23 about how it's not too late to order for Christmas. One can only assume they mean Christmas 2010.

Oh, and that whole "items located in stock" notation on my items? It apparently means that they aren't on backorder and are available to be shipped. Well, if that's the case, ship them. Otherwise, they need to stop putting misleading information in the order status. The item they claim is indefinitely unavailable still shows as "item located in stock." Fabulous customer service and business practices, no?