Summary Â… no I wasnÂ’t pleased by service. Rude sales person and un-comprehensible shipping cost. Explanation below:
Placed order #45918 online on 7/15/08. Chose Ground Up because of their association with TC, and stocking both Metro SuperSoft & PUI WeatherFelts.
First trouble is their online store is horrible. I wanted to add a door hinge roller detent kit. Had their catalog and item p/n in front of me. I searched everyway I could find (part number, description, category) and no way could I get this part. Ended up ordering detent kit from NPD. Prices in general were fair on other items though.
The real trouble came (I think, IÂ’m still confused) in their shipping policy. I knew when ordering it was a bad sign that the same page that advertised free standard shipping on orders over $250 Â… also had a standard shipping estimation chart (http://www.ss396.com/shipping_costs.htm), showing:
Orders $200-$300, $32.95
Orders $300-$400, $36.95
Orders $400-$500, $42.95 (it keeps going).
I proceeded, figuring that at the end of the transaction … they would have to confirm my final credit card payment amount. At the end of the online shopping, I get the sum of my parts total ($250.45) … A line “Shipping: *Shipping Charges Not Included: $0.00” … A line “Sales Tax: $0.00” … A line “Total: $250.45”. I agree to this, as this was the sum of parts total with what I thought was showing Free Shipping.
On 7/16, I receive an e-mail confirmation showing the same.
Night 7/16, I try balancing my checkbook to find card has been debited for $265. I reply-back my previous e-mail confirmation on 7/17. Understand that the $15, IÂ’d write off Â… but have a real issue with my credit card being charged an arbitrary number I didnÂ’t agree to.
On 7/17, I also call (since rumors have been of slow responses). Guy who picks up isnÂ’t nice
Explains that my shopping total was actually $242, and that my card was charged $23 shipping. I inquired about the $250.45 total, and which parts werenÂ’t ordered? Sales guy explains that I wouldnÂ’t have been eligible for Free Shipping anyhow since WindowFelt kits ship oversize Â… and catalog does not designate WindowFelts oversize (nor does any other venderÂ’s catalog). But he insisted order was out, and I was going to get billed $265.
That night, when I got home Â… got my notes in front of me, and called again. This time I spoke with Mike, who was extremely nice!!! Mike explains that my shopping total is now $240 (?) Â… we read off the list of items, and everything is on there. He will credit my card to reflect Free Shipping and $240 total bill.
On 7/18, I receive a response to my e-mail on 7/17 Â… that my credit card will now be billed the original $250.45. IÂ’m thinking Mike, and whoever sent the e-mail response havenÂ’t communicated Â… but IÂ’m absolutely great with a $250.45 total.
So, now Â… IÂ’ll give it another week and see how much my credit card is billed, as after the past few days I donÂ’t think I know? I applaud Mike; he was excellent to deal with. The first guy was an absolute jerk, and the shipping policy is way overpriced, and completely un-comprehensible. The details are too long to go into my first experience with Ground Up (but they follow a similar trend) Â… at that time, the excuses were moving to a new facility (5-6yrs ago). Second experience with them now, and IÂ’m done.
Thanks, Neal
Rating | 3 |
Pros | Common source for high quality items |
Cons | Poors sales staff, poor internet store, incomprehinsible shipping policy |
Would you recommend? | no |