Ordered vacuum bags from ThinkVacuums.com. Website said they would ship within 1 to 6 days. Heard nothing from them for over two weeks. When I was finally able to contact them via email (took a day or two for them to respond), I was told my order would ship the next day. Just checked the expected delivery date from UPS - it is not due to arrive for another 3 days, making the entire process from ordering to shipment arrival approximately ONE MONTH!! Will never order from them again!!!
I have to agree with horrible customer service for Thinkvacuums.com. We just purchased a new system for our older Kenmore Central vac system. After conferring w/the sales rep we agreed we had a 1.25" system and I ordered our new hose & attachments. When we got the vacuum, we found the hose would not fit the receptacle in the wall. Calling the company, I was assured an adaptor part would be sent immediately. None came after 2 weeks. Then I wrote an email to the contact point. No response. I called customer service to ask about the no response after another week. When I started the conversation to the male responder, he immediately accused me of being abusive and that he didn't need a complaint so early in the morning. (9AM eastern, Sat). I had opened the conversation by saying this was my third contact to them and hadn't seen any response yet, could he help me. I hung up, I don't need abuse either. I called back later hoping to get someone else. No such luck. The conversation did not go well. Perhaps, speculation on my part, this is a man and woman front company with a nice website, a Google posting and no desire to help other than sell you stuff, oh and take a nice re-stocking fee for returns. I have since found a $5 part on a competing web site that solves the problem. This only convinced me even more that this site does not have a customer's needs in view, only their own.
I purchased a $593.00 attachment system from Thinkvacuums.com and decided I did not like the product. I called regarding returning it and I was told if I didn't use the items I would be charged a 5% restocking fee. I felt fine with that and returned the item. A few weeks later my account was credited but they deducted $148.48 from my credit because they claim I used it because the power nozzle had hair in it. I told them several times I did not use the vacuum and for all I know the hair was in it when I received it. The man on the other end of the line was quite arrogant, and I feel he was accusing me of lying. I would never do business with this company again. What ever happened to respect for the consumer. I can see if I sent the items back unusable and they were not able to resell them, but all the items were in perfect condition. NOT USED AT ALL. Talk about screwing the consumer...
I ordered a central vacuum accessory (called a non-powered vacuum head, along with a 35-foot hose, and hose sock). I asked questions of the Thinkvacuum sales people when I originally placed the order if the non-powered head would work on berber carpet and shorter carpets. I was told by their representatives that this was exactly what the non-powered head was designed for.
I received the unit only after about 3 weeks of waiting, when I was originally told all the items were in stock. Once I unpacked the unit, I hooked it up to see if it did in fact work on short carpet. I tried it on an area rug and the unit just bounced up and down as I pulled it backwards across the carpet. I only vacuumed about a 6 foot long swath once. I unplugged the unit and immediately called the company. Their representative (the owner's wife) refused to give me a full refund saying that I had used the unit and it was no longer in new condition.
I responded and said that I had only just taken it out of the box and vacuumed only one 6 foot long swath before determining it didn't work as they had advertised. I was patient and consistent but she became belligerent and I told her that it was only fair that they return the full purchase price. She indicated they would not since I had told her I had used the unit. She attempted to hold me hostage and tried to sell me a more expensive unit, more expensive by $200, and said that if I paid them more money they might consider giving me full credit on the unit I wanted to return.
I wasn’t about to be held hostage, so I asked for a return authorization number, which she provided, and then she hung up on me! Even after returning the item they did not process a credit. Only after calling them over a month later did they agree to provide any sort of credit. And even though the unit was perfectly clean, and no one could look at it and determine it was used, they would only refund my purchase price less a 20% restocking fee. Their website says they provide a 30 day full money back guarantee, unless the unit has been used. But in my defense, based on the advice of their own sales people, how could I ever determine if the unit would work unless I tried it for a very short period distance over the carpet I described to them when I bought the unit in the first place.
I received the unit on February 6th, 2006 and sent it back via UPS that same day. Thinkvacuums received the unit on February 9th, 2006, per UPS’s website tracking reference.
I returned the unit at my own expense in the original box. I took great care to make sure that everything was as I originally received. I even took the vacuum head and cleaned it thoroughly. The only real cleaning required was just to remove a little dust inside the non-powered head unit. It isn’t possible for anyone to look at the unit I returned and think that it was ever used. I didn’t have to be honest with them on the phone, I certainly could have returned the unit in its original box and never told them that I tried the unit and it didn’t work as they advertised it, but that would not have been fair. So much for being honest and upfront.
I was even willing to pay them the shipping cost they should have incurred, which would be equal to or less than what I paid to ship it to them, a whopping total of $21.28. Only after I contacted them after 30 days did they agree to process a credit, and for 20% less than what I paid. The owner’s wife even told me she was being nice because she could also charge me for shipping costs. This outfit is not worth doing business with. Go to your local store and buy something where customer service matters. It’s well worth the extra cost you might incur.