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Most Recent Store Reviews for Franklin Covey
Slowwwwwwwwwww shipping - Had to contact CS multiple times
On May 15th I placed an order for a new binder, planner refill starting in July, two undated months to tide me over during May & June, and a few other items. Two of the items were backordered and the website said that they would be available within the week. That was fine, I placed the order and waited. And waited. And waited some more.
On June 1st or 2nd I contacted the company via their email inquiry system and when I didn't hear back within their response time had to use Live Chat to find out what the status of the order was. It seems that while the two items that were back ordered had become available another item had become unavailable and wouldn't be ready for shipment until the end of June. Did the company ever stop to say, "Hmmmm, maybe we should let the customer know?" or "Why don't we ship the items we have in stock now and ship the back ordered items separately?" or "Why not respond to their initial email inquiry using our own system?"
On June 6th a rep promised the in stock items would be shipped out immediately. The company's online order status showed a tracking number - and just a tracking number with no mention of a shipper. I Googled the tracking # and it's a US Postal Service tracking number but the post office has no record of the item. Five days later the post office still has no record of the item. Sooooo, I contact customer service again. Turns out the package was sent via Fed Ex Smart Post and I should have known that the tracking number was used by both companies??? I was told the item would be delivered to me no later than the 15th however after Franklin Covey and Fed Ex got done kicking the package around between Utah and California, the tracking system is now showing that the package may be delivered on the 16th - no guarantees because it's the post office.
I used to be a loyal Franklin customer and devoted advocate of their system. I can't tell you how many planner systems I've given to folks as gifts over the past 15 years. I only stopped using their system because I worked at a company that had it's own system/program that employees were required to use. Finally free of that company's stupidity, I wanted to get back on track with what worked for me - Franklin Covey. Maybe I should have planned this better???? A month plus waiting for a partial order shipment? What happened Franklin Covey?
So, if you want to place an order my advice is to:
1) Not order anything that is back ordered or out of stock because who knows when you'll actually get your order;
2) Visit a local store (they've closed their retail stores in NJ and NY so that wasn't an option for me)
3) See about ordering the ugly plain green calendars from another vendor like Staples
4) Just make another system work for you because this back and forth may not be worth it in the end.
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