Consumer Cellular – Support & "policies" are bad.

Wife & I needed AT&T service, and her mother needed a medical alert device.
Since Consumer Cellular was associated with AARP, we thought we would use them for all the services needed.
That was 3 days ago.
Speaking with the salesperson, and what we saw in the confirmation email, the medical alert device (IRIS Ally) should arrive in 1-2 days, and the phones in 3-5 days.
Just checked with USPS tracking & the phones are to arrive today, but the medical alert device 'tomorrow'.
But there is no update from the time it arrived at the USPS facility.

I called Consumer Cellular and the first CSR was pretty good, she understood the situation, and in the end we agreed that I would call USPS and get an update on the status of the medical alert device, which are sent EXPRESS.
And if there was no resolution, that I could call Consumer Cellular back and order another medical alert device.
If lost in transit, or returned if it eventually arrived, either scenario would prompt a refund.

I called USPS, and the rep found it odd that there were no updates after the original input.
When I said that it was sent EXPRESS, that signaled that something was wrong & opened a second level investigation. Though he said it would be a faster investigation, it would still be 2-3 days.
As it is a Thursday, I presumed I would not hear anything until early next week.

I thanked him & went back to calling Consumer Cellular to order another IRIS Ally, hoping that it could be in the PO today, so that it could be delivered by Saturday.

This time I got a CSR that told me that it would be delivered tomorrow.
I told her that I had already spoken with a CSR, and she told me all medical alert devices were send EXPRESS, and that it should have been here by now.
I also said that I had spoken with the USPS and that they were starting an investigation.
This rep said to wait until she spoke with shipping.
Shipping said that the medical alert device would arrive tomorrow.
I said that it was shipped EXPRESS, and the details on the USPS site had not been updated to reflect that it had left Portland.
She said that the shipping department had details, I asked it their shipping department had MORE details than the USPS themselves?
She said they did!

At that point I asked for second level.
The Supervisor that cam on started talking about delays at the USPS.
And I asked why, even if there were delays, the phones would arrive in time, but not the medical alert device?
After going around in circles for quite some time, I finally said that the reason of my call was to order another medical alert device so that I could hopefully get it in 2 days.
She asked me to hold, came back and said that doing that is against company policy and I could not order another!

I told her that if I had to wait until the USPS does their inquiry before I could order another medical alert device, and if ANYTHING HAPPENS to my mother-in-law it would be on them for refusing to sell me another and giving me a refund if the first order was to show up.

She said that it would cost them the price to ship, and the unit would need to be 'resold' as used!

That said all that needs to be said about what they think a customer is worth.

We'll probably stay with them...for now.
But I would NEVER RECOMMEND them to anyone.