roofing4us.com レビュー 10

roofing4us.com からの回答

2025年2月17日

Hi,

Thank you for your review.

We are very sorry that we missed your refund. I am happy to inform you that a full refund has been processed today.

The material you ordered was on back order and was delayed coming in from the manufacturer on the timeline in which they advised us it would reach our warehouse.

We are very sorry for the inconvenience this may have caused.

Regards
Roofing4US

roofing4us.com からの回答

2025年2月17日

Hi Mr Gresham,

Thank you for your review.

Although there can be discrepancies on some information on our website we make every effort to rectify issues if and when they are brought to our attention. Unfortunately the issue with the product you were looking to purchase was very long and fell into a long item category when being shipped, hence the extremely high shipping charge. We did offer to cut or fold the item for you so it would fit into a smaller package and reduce the shipping cost but I believe this did not suit what you needed it for.

Typically this product would never be bought on its own hence it was not in the correct shipping rule on our website. When this came to light after your order was placed we corrected the issue and informed you of the difference in shipping price.

Our website shows estimate shipping costs and in most cases (99 times out of 100) the shipping cost estimate is accurate, however in instances like this there maybe some errors.

Shipping by LTL is booked under the customer's name but to assist in making the buying experience as easy as possible for the customer we setup the shipping and manage the process for the customer. So in essence the LTL carrier would have made contact with you before delivery to collect payment. We spotted the error and tried to foresee any further inconvenience that you may have had during the shipping process before the goods shipped out.

Overall albeit your experience did not meet your expectation after you placed your order (and we do apologize for this) we did assist in avoiding any further poor experiences with the carrier after the order would have shipped.

Regards
Roofing4US

roofing4us.com からの回答

2023年12月11日

Hi Steve,

Thank you for your review. I am very sorry on this occasion that your order had shipped out before we got to cancelling the order with the LTL carrier.

The main issue is that you cancelled the order outside of business hours. Therefore the email was really only received by our team until the following day. This then leaves it tight by the time we get to your email which would be among other emails received and then process it on our side and send it over to the warehouse to try and stop the shipment.

Really the timeline is very tight to pull this off because as stated before even though we requested for the order not to ship out, the warehouse still has a process on their side to follow when cancelling an order. You're also depending on them to pick up the cancellation email request in a timely manner so they can start the process to stop the shipment. This is why we request 24hrs notice when cancelling an order. There are a lot of moving parts when placing an order and then cancelling an order. We do state this on our website in our shipping terms.

I can assure you we did do our best to try and stop this order for you. It's just unfortunate that your order was shipped out before the warehouse received the information about the cancellation and then put a stop on the order. LTL carriers don't care too much about customer service so they charged for the collection and return of the order back to our warehouse as if it was 2 shipments.

If you had of canceled your order inside of business hours there would have been more time for our team to ensure your order did not ship out.

As your order did ship out there was nothing we could do only recall it back to try avoid running up further costs with the LTL carrier.

Our customer service representative thought that he was going to be able to stop the order before it shipped and if he was able then yes you would have only been charged $30. However he was unable to stop the order shipping.

Regards
Roofing4US

roofing4us.com からの回答

2023年9月27日

Hi Thurston,

You placed your order on the 18th September and on the 20th September you opened a case with Paypal. We specify 3 to 5 days on average to process and deliver your order. In some cases it can take a little longer but that is the average delivery time frame for orders similar to yours.

You would have received an order confirmation from us when you placed your order online. Maybe check your spam folder as sometimes order confirmation emails can go into spam or a marketing folder.

When you opened your case in Paypal 2 days after placing your order we emailed you outlining we were working on shipping your order out to you but you never replied. As we got no reply we cancelled your order as you had opened a case with Paypal.

There is no way we could have delivered your order in 2 days and nor did we suggest we could and it is very unusual for a customer to open a dispute just 2 days after ordering online and not replying to our attempts to make contact.

In this case there is very little we could do to assist you.

Regards
Roofing4US