The complaint has been investigated and
resolved to the customer's satisfactionResolved Baseball Express — Missing Order / Rude Supervisors
resolved to the customer's satisfaction
I ordered a Throwmax training aid from them on March 9th, 2009. I received the order email on the 9th and then a shipment email on the 10th. In the email it was said that the order was being shipped UPS ground.
Here is their info from their web page on shipping via UPS ground.
STANDARD GROUND SERVICE:
Standard Ground shipping service is via UPS or USPS depending upon shipment weight and destination. Orders under 1 lb. and orders shipping to a rural address or P.O. Box will be delivered by the USPS. All other Standard Ground shipments are via UPS.
Standard Ground shipping service is available for orders placed before 4 p.m. CST for in-stock items. In-Stock items that are shipped via Standard Ground service typically arrive within (3-7) business days after leaving our distribution center.
Order processing times vary for merchandise that is shipped directly from our vendors (Merchandise labeled as: Dropship item - ships from manufacturer). Backordered items are always shipped via Standard Ground shipping. Standard Ground shipping is not available for US Territories.
After 7 business days I called Baseball Express customer service and was informed that the shipping method I chose was change to a service where UPS delivers it to the regional USPS hub city near me. Now with this new service delivery times are 7-10 business days. I was transfered to a supervisor who didn't pick up my call but sent it straight to voicemail. I called back Baseball Express to inquire on why I was blindly transfered to someone's voicemail. The next rep said that it was their supervisors voicemail and she had already put notes in my call record that she was looking into the missing order and would call me back. This was the second rep telling me this. I waited 3 more business days and still didn't get a call from the supervisor or my order.
I called back on Saturday March 21st and spoke with another rep he informed me that the female supervisor wasn't there but he could let me speak to the current supervisor since he did see the trouble I was having getting my order from the call notes. I then got a supervisor that was rude from the very beginning of the conversation and then he started telling me it was my fault that I didn't have my order, it was my fault for being loud with him which prevented him from sending me another product out to replace the missing order. It was my fault alright; it was my fault for choosing Baseball Express in the first place. After his comment on how he would have sent out a replacement order had I not been so rude and loud to him I chose to request a refund. I was then told of the policy that refunds aren't given out until 14 days from the time of the order. (The fact that they have a policy to cover refunds on missing orders tells me this wasn't the first time they had this problem.)
I asked to speak with his supervisor but there wasn't one to be found on that day. He was acting as the CEO, and phone center supervisor at the same time. I started getting more abuse from this supervisor in that he wasn't the female supervisor and he couldn't account for he lack of action or follow up. He continue on telling me that nothing of this order or this issue I have was his fault.
Just prior to him hanging the phone up in my ear, he did say he was going to refund my money for the missing order. I checked online but no refunds were showing up and I doubt they every will. I am glad this was only a $49.00 loss for me. This company should be taken before a court for fraud but it would have to take more than $49.00 for me to hire and attorney and send this to court. I think that the actions of the supervisors show that they know people can't do anything about it.
I will never buy from Baseball Express every again.