Firestore Online

In April , I ordered a package of custom decals for almost $200... Their order status always states "Awaiting Fulfillment"...never received Have contacted them several times by phone, always get the same response, from the same person, I will check into it and call you back...Have never gotten a call back ever, never received an e-mail response either...Have tried calling their corporate listed phone number, It says companies name then hangs up, called another posted phone number and it goes to an adult chat line...I have been promised delivery a few times within two more weeks, that has never happened either...Has now been about 2 months since paying for and placing my order...Order # ***...contact with company customer service rep useless...

Ordered two pairs of EMT service pants 10/06 Paid for 2 day shipping; still have yet got a email response back from them about the order. The contact I was given to get a hold of if I had any questions about my order: ***@***.com What I've sent them: I want to know when my pants are coming in; You guys took out the payment. I still haven't gotten a confirmation shipping email that you guys have sent it out. I paid for two day shipping and wanting to know where it is in the process. Because, I kind of need those pants asap. Please sent me a email back saying you got this. Thank you, Hoping to be more then a one time customer... Kirk *** -------- Original message -------- From: *** Date: 10/13 1:12 PM (GMT-06:00) To: ***@***.com Subject: Have those pants shipped yet? Hey I was wondering if the pants I've ordered shipped yet. I paid for 2 day shipping and has of yet I've got nothing stating they have please get back to me asap Still have yet to got any sort of response.

I have tried to contact this company numerous times in many formats. They do not respond. I want a refund. I do not want to pay shipping. initial email attached. This was followed up by CHATS, PHONE CALL and ONLINE email. I had not heard back once. I want a full refund, and I do not want to pay shipping. I am afraid to send the product to them for a refund, because of the reviews. I needed the product before I traveled. When I tried to see the time frame of shipping options, the website immediately placed the order. I tried to reach out to get more information, change the shipping option, or even cancel the order. I tried email, chat, calling. I even created an account, and it still gave no indication when the product would arrive. They never replied to any of my correspondence. The cap I ordered arrived after my travels. I was not able to use it. Again, I tried to reach out to the company. They never responded. I decided to hold the product and involve the ComplaintsBoard.com so I could return the product for a refund. Many reviews say they do not send the refund. I also do not want to pay shipping.

I ordered a sweater in September and it has not arrived. I have attempted to reach out regarding this but no one has responded or answered my calls. I ordered 1 Rotcho Firefighter Job Shirt Fleece - Heavyweight with Custom Logo from firestoreonline, order ***, on September 16 and it has not arrived yet. It is now over 2 months that I have been waiting for my purchase to arrive. I paid $48.97 via debit card. On their website under orders, it states awaiting fulfillment. It said last updated in September. I left a very unhappy voicemail recently and now the updated date reads 11/17. Therefore I KNOW someone heard and read my concerns. I have emailed, called and used the online chat multiple times with no luck at a response or answer to any of my calls. The call ring and then an automated machine comes on saying we are not able to take your call at this time, please leave a message. I have left several messages and no one has called back. I would really like my order to be delivered but at this point and seeing the poor customer service, I really would just like a refund back on my card for $48.97. Thank you!

I ordered an item 45 days ago, still have not received it, and no longer need it. Customer service assured me a refund, and went back on their word. I ordered a custom badge on 2/18. The purpose of this badge is that it was going to be used in a play by the Roustabouts Theatre Company here in San Diego, CA. I am their props designer, and ordered the badge using money out of my own pocket that is to be redeemed by the Theatre Company. The play opened on 3/13, so we needed the badge by then. About a week or so before the play opening, I was worried, as I had been checking the order status and it never changed from "Awaiting Shipment". (The order status still says the same thing right now.) I sent the company an email through their "Contact Us" page on their website. No response. The opening date came and went, and still no badge. Of course, the show was cancelled shortly after due to COVID-19. I followed up with Firestoreonline again on 3/30 by using their website's live chat. I spoke to someone named Mark and gave him my order number. He apologized, and said he would issue a refund. I was pleased! The next day, 3/31, I received a voicemail from JC at Firestoreonline that the badge was complete and they would be sending it out the next day. I was very confused, and tried to call them back at the number they had left in the voicemail, [protected]. Nothing, not even a ring, as if the line was disconnected. I tried the online live chat again. No response. Finally, I found their general phone number and got a hold of someone. I explained my situation, and he knew exactly who I was without even looking up my order number. He explained that they do not issue refunds for custom badges, and that Mark, the online chat representative, is new to the job and didn't know better. I expressed my frustration as kindly as possible, and asked to speak with a manager. Apparently I was already speaking with the manager. I explained that I had never been responded to originally, how I had a deadline, and how this money will directly effect the theatre which had to cancel their show and faces a huge loss due to COVID-19. I know that this is not Firestoreonline's problem, and I understand that this is a custom item unique to my order. It is their lack of communication and professionalism that I am upset about. They had the opportunity to respond to my first message in early March, and never did. They have an order status feature on their website that could have clued me in to how long this was going to take. The worst part is that I was promised a refund, in writing, and they are not giving me one. I have worked in customer service for 15 years - when your representative makes a mistake or is ill-informed, it is up to the business to rectify that. My personal theory is that this order was lost in the mix somehow, and they finally got around to it when I brought it up on 3/30. I know a custom job can take some time, but a month and a half or production for one item seems ridiculous to me. I would be able to forgive the length of time if there had been proper communication. Thank you for your time, please help me and the Roustabouts Theatre Company in any way you can. Stay healthy.