Utterguys.com Poor Customer Service

Utterguys.com you are at the top of my list today – Customer service is just so critical.  I just got off the phone with Jason over at the UtterGuys.com – Its about 1pm on Saturday in Florida. I placed an order with them on 7/9 – 9 days ago for a Shop Fox D2058 base for my new router. I have the confirmation email but no item. So I logged into their website last night to check the status, I was expecting 4-5 days for shipping and when I logged at http://www.utterguys.com the system had no order history.

Minor mix-up no problems… I called and after giving Jason my customer number he hummed and hawwed and said he would call me right back. About 10 minutes later he did, and he said “Sir I need you to check your spam folder or inbox because we sent you two emails and then canceled your order because it was not in stock at utterguys.com”

I explained to him that I did not get an email and that nothing was in my spam box but the order did have my phone number and I wanted to know if they called? He said we did not call just canceled the order. I explained to him that I was waiting for my new tool until the base came in because at 600 pounds I did not want to pick it up twice! He said that it would be back in stock in 2-3 weeks and I then asked if they would then ship it out to me, but this time express rather than ground.

This is when things turned bad… told me that this was not something that they did, and that this was not there issue – yes I do have an invoice and yes my credit card was valid but no they would not be shipping it to me, because as far as they were concerned I would have to reorder it.

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