It was a bad first impression
It was a bad first, and probably only, experience. I needed something and read their shipping policy. - order by 12:00 ET ships same day They make a big deal about transit time. Well... if it ships same day then transit time has a 2-day delivery arriving two days later, right? Well... sort of, except they can't ship same day from each of their facilities. They make no mention of this when you order. They give free shipping providing you meet a dollar minimum and the weight doesn't exceed 25-lbs. The web page for my item said it weighs 8.5-lbs so free shipping, right? Not so fast... they managed to add 36.5 lbs of packaging! Well... their sales department actually said it weighed 45-lbs. I did the math. Keep track of your order via their website, right? Well... no, not really. They do send an email confirmation, but the order doesn't appear in your account until a full day after they ship it. What's the point of checking order status then? I can't answer this because you can't check order status. You have to call them. Errr... notice that their phone number isn't listed on their website! I had to Google that separately (search phrase ("tool authority orange ct"). When I talked to them and expressed my disappointment, they only said, "we can't guaranty that we'll ship it same day if it doesn't come from our CT location. That's an excuse, not a reason. I can manage problems if I have the whole and correct story. They're a good example of why big retail walks all over small retail. Small retail ought to be able to out-service big retail. This company is good at making excuses, but they can't afford to make things right. I should have stuck with my prime retailer. I would have had it in two days. You can probably guess where I'm going next time!
By Evvy