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Review 2/3/2009
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Unfortunately I can not report that my experience with Square Deal was overly positive. Their website states that they only list items they have in stock, so I placed my order with confidence that what I wanted was in stock. After 5 business days, I sent an email requested the status of my order (which showed as being "in process" since the order was placed). I was informed that the items that I ordered were back ordered. Which of course means they were not in stock.
I have received many excuses as to why this error occurred: they are short staffed, people have quit, and it was an oversight.
The communications is poor, if you don't initiate the communication, you won't receive any. My impression is if there is a problem with your order and you don't call or email to find out the status, the order will just sit there and will be filled when they get to it, but don't look for Square Deal to contact you. Finally, despite repeated request to discuss this issue with the owner, my requests have all been ignored.
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Business's response - by SquareDealOnlineon 4/26/2010
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Our website states "WE ONLY LIST PRODUCTS THAT WE BELIEVE WE HAVE IN STOCK. As soon as we find we are out of stock on an item, it is removed from the web page." With the item he ordered unfortunately we had a rush of sales and ran out before his order was filled (we fill orders based on "first come first served"). The status was fixed on the site promptly. Our website also states 3-5 days to pull and process orders, & he was emailed on the 5th business day about the status.
He ok'd sending a different color; we got his order out promptly after his response & waived our $3 handling fee & only charged him exact freight. We also offered him a discount on his next order if he put it in the "notes" section during checkout. The main complaint in his emails with us that he does not mention in the complaint on Trust Link is that he wanted us to upgrade his shipping from standard shipping to 2nd or 3rd day shipping – an upgrade of $20-$37 dollars in cost, depending upon the method, for an order totaling under $75 with the freight included. Since we were within our stated range of time, we were unable to upgrade the shipping at our expense (not to mention that we did not make $37.00 on the order!).
He placed another order a month later (after this review was left for us), but neglected to put anything in the "notes" section as we requested he do to receive a discount. We recognized his name & wanted to make sure he received the discount that we promised him so we gave him the discount, & he paid less than he expected to & we got the order out in one day. The customer had no complaints about his second order.
The customer also stated that he requested to speak with the owner and was ignored however this is not true. I am the Operations Manager of Square Deal and I am an owner. I am in charge of customer complaints and issues, & I personally corresponded with this customer after he requested to speak with an owner. I am available for our customers and want to make them happy!
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