I've been a loyal customer of Supplementwarehouse.com for many years, and have spent a LOT of money with them. It was originally great customer service, shipping speed, and convenient.
In the past year they have consistently failed in every way possible. I first started having issues with shipping. It became very slow with less notification. Next it was with price matching, and finally with customer service.
I placed my last order on November 28, 2016, and my credit card was charged that day. I actually even forgot I placed an order because I heard nothing until I got an email on December 15th telling me it was backordered! 3 weeks to figure out my order was back ordered?! So I begin to try and contact their customer service.
The first several phone calls I got an automated message saying "due to high call volumes" I should probably just try to contact them online. I wanted to speak with someone over the phone so I continued to try for the next couple days. Finally, I was told by the automated system that I was caller #6 with a estimated wait time of 25 minutes. So I waited.
When it got down to 5 minutes left and I was still caller #3, it just started increasing the minutes. Frustrated, I sent an email to the help desk. That email wasn't answered for several days, as I'm sure they were flooded with the same complaints. The email response said they were sorry my order was back ordered and they would ship it out as soon as possible.
So I spent another 2 days trying to get a hold of them by phone. When I finally did, after another 30 minute wait on hold, I was told all 5 of the products I ordered were on backorder. ALL?! They used to send the part of your order that was in stock and then if something was backordered it would come in a second package...not anymore!
They just lie to you and tell you "everything" is backordered. I don't believe it for a second. So I told the customer service rep to cancel my order and refund me. So said that was no problem and here I am waiting for the refund 5 days later.
And by the way, when I hung up the phone with the rep I ordered the same products from Amazon and they were here within 3 days.
How is it that the "biggest" online supplement company can't fulfill an order for SUPPLEMENTS, but Amazon can?! I'm done with supplementwarehouse.com, unfortunately for them after many loyal years of service.
Product or Service Mentioned: Supplement Warehouse Shipping Service.
Reason of review: Order processing issue.