I placed an order Friday morning from Tower Hobbies, I do business with these guys a lot and it has always been good, until now.
I ordered a trainer cord, servos, and a muffler. I needed the trainer cord by today, 2-18 to do some flying with a friend as he is only in town a couple days out of the month. Anyways, the order was like $100 and I ordered overnight shipping for $28.00. Well, after placing the order, they tell me it won't be here until the 18th.. (I have ordered from them on Friday in the past and got my stuff on Saturday, but in this case, they didn't even fill the order until Sunday).
So, Monday, I get a tracking number, its been picked up by FedEx (remember, this is Monday). The package is guaranteed at my door by 3pm Tuesday.
Well, guess what, nothing shows up. The scan shows my package is still in Indy. As far as I know, when I left work last night, all of our planes got out of Indy into Memphis OK.
So, I write Tower this email to see what they'd say:
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I placed an order through your website early Friday morning, Feb 14th. I
paid for 1-day express shipping as I needed the items by Tuesday, Feb 18th.
I was charged $28.00 for shipping and sent a confirmation email with FedEx
tracking number 492314968177 which was guaranteed to be at my door by 3pm on
Feb 18. I DID NOT RECEIVED MY ORDER and I am very unhappy. I would like a
refund of my shipping charges. Tower Hobbies has excellent prices, but if
Tower can't get my 1-Day Express package to my door FIVE DAYS after I
ordered it, I might as well pay a little extra to get it from my local hobby
shop.
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I asked for a refund of my shipping because we (FedEx) have a money back guarantee on late express packages.
Here was the response a few minutes later:
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Thank you for writing Tower Hobbies. we apologize for the delay in receiving
your order, however most likely the reason this was delayed was due to
severe weather over the weekend. Unfortunately we do not reimburse for this
which is considered an act of god. We do sincerely apologize and if your
package does not arrive by tomorrow please contact us and will begin a trace
for you. Once again we sincerely apologize. We appreciate your time and your
business with us.
-Tower Hobbies
http://www.towerhobbies.com/
LLB
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OK, BS... basically they say **** you...so my reply.
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Thank you for writing. How could my packaged be delayed 'most likely' due to
sever weather over the weekend when it wasn't shipped until MONDAY? This is
an assumption on your part, not a fact.
Regardless, if Tower can so easily tell me 'too bad - not our fault' after I
have spent nearly $1000.00 with your company in the past three months, then
I an no longer a Tower Customer.
Nice doing business with you,
I guess I'm not a big enough spender to warrant some kind of effort on their part to make me happy, either refunding my shipping, offering my free shipping on my next order..something, anything...
I don't know, maybe they're just too big to care.
Am I wrong to be upset? Its been five days since I ordered....