I just thought I share my recent experience with my fellow FWers.
This company is such a hassle to work with, it is almost not worth any $ savings you might eventually get out of them.
They are highly unreliable and it is my belief that perhaps aside from some very popular brands and RXs they do not stock most of the products they advertise. My order took almost 3 weeks to fulfill and when it did, it shipped directly from the manufacturer. In this 3 weeks, they sent me conflicting emails that the order will ship at such and such date. In their last email, they estimated a ship date of another week so I called and canceled the order after speaking to a pushy sales rep. Actually, to cancel it took 2 calls cause the first time they said they are "busy" and will take my info and call me back, which I suspect was in hopes that I forget about the order somehow? Just plain, pathetic...
So I cancel the order, but lo and behold I get another email confirming shipment of the product that same night! For all the hassle and headache, I think I would never use them again, even if they are $20-$30 cheaper than the next major online contact lens retailer.
I tried to rate them on the CB page, but it does not allow me to rate them, because I suspect I did not go through the CB link from FW thus only allowing me to rate them in the "prior to purchase" category. Interestingly enough though there are a few reviews that mirror my exact situation.
Message edited by: Payam81 on 2009-10-19 14:54:03 CDT
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Sorry to hear you are having a problem with a FatWallet partner merchant. I will pass your remarks along to the affiliate specialist on this account.
With regards to your efforts to rate them, I tried rating two merchants I have recently shopped with and was only given the rate-them-prior-to-purchase option as well. I'm gonna ask around and see what I can learn.
Follow that "pre-purchasing criteria" link, and you will find questions that let you rate them on actual performance (Is the information on the site current? Are products in stock? Were the item descriptions consistent with what you received? and so forth).
EDIT: I managed to rate them! Once I went through the Pre-Purchase ratings, it allowed me to rate them in terms of Post-Purchase criteria. I think the review process should be a bit more streamlined, but I do like the way the questions are asked and the scale used for the answers! Thanks again.
Message edited by: Payam81 on 2009-10-07 17:37:33 CDT
We reached out to Coastal Contacts about this, and they have provided the following information:
We apologize for any inconvenience this order may have caused. Most companies do not keep Toric lenses in stock due to the high number of parameters available in the lenses and our website does state that these lenses ship within 5-7 business days. The order was placed on the evening of September 23rd, so the product was not ordered until the 24th and subsequently shipped out on October 5th- within our 5-7 business day time frame. We also apologize for any confusing emails that were received and we are currently looking into why the emails the customer received were contradictory in hopes of avoiding this in the future.
In regards to pricing, we do have a 110% price match guarantee so we will gladly meet and beat any online competitor's price difference by 10%. In order to compensate for any delays or inconveniences, we have already refunded 15% back to the credit card used on the order. A confirmation email to this effect has been sent today.
We have served many satisfied customers and do not want our customer to leave unhappy so if you have any further questions or concerns, please call in to our Customer Care team and ask to speak to a Team Leader and we will gladly address any additional concerns.
I would like to thank Coastal Contacts for trying and making this right by me! They've definitely made a happy customer who will go back to them again in the future.
Also a big THANK YOU goes out to Fat Wallet and the awesome(est!) staff ever! "gamevader" picked up my thread on her own discretion and followed up on it to completion. I would like to also thank you "Schame" for following up with Coastal Contacts and trying to resolve this issue.
One more reason why Fat Wallet is one of my top 10 sites I visit all the time.
Regards,
Payam81
P.S: Mods, feel free to change the title of the thread to "Resolved" status.
EDIT: Never mind, I was able to change the title myself.
Message edited by: Payam81 on 2009-10-19 14:54:33 CDT
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