I ordered a stainless bimini frame with Sunbrella "Jockey Red" canvas from Overton's. The canvas is custom, so at the time they said it would ship in 15-20 business days.
The morning of day 22 I still hadn't heard anything so I sent an email to customer support. By the afternoon they hadn't replied to the email, so I called customer support. They said they'd open a trouble ticket into why there was a holdup and get back to me.
The next week I still hadn't heard anything from them, so I called again and after a long while on hold I was told again that they'd open a trouble ticket.
Later that afternoon I got an email saying that it would ship on July 3rd, a full 35 business days after I placed the order!
I replied with an email saying how disappointed I was in their customer service, which is normally top notch. I said that I wanted the bimini for the 4th of July holiday week and had I known it was backordered I might have gone with a different supplier. I thanked them for their time.
That was Tuesday afternoon. It shipped out Thursday afternoon.
So I'm disappointed in them that they never informed me that it was backordered and that they apparently never reply to emails or send follow-up communication.
But I am pleased that they did eventually expedite things and that I will get it in time for my holiday week (although I'm going to have to scramble to install it).
I learned while looking into this that Overton's is owned by Gander Mountain, which recently filed for bankruptcy. I wonder if that is affecting customer service.
The morning of day 22 I still hadn't heard anything so I sent an email to customer support. By the afternoon they hadn't replied to the email, so I called customer support. They said they'd open a trouble ticket into why there was a holdup and get back to me.
The next week I still hadn't heard anything from them, so I called again and after a long while on hold I was told again that they'd open a trouble ticket.
Later that afternoon I got an email saying that it would ship on July 3rd, a full 35 business days after I placed the order!
I replied with an email saying how disappointed I was in their customer service, which is normally top notch. I said that I wanted the bimini for the 4th of July holiday week and had I known it was backordered I might have gone with a different supplier. I thanked them for their time.
That was Tuesday afternoon. It shipped out Thursday afternoon.
So I'm disappointed in them that they never informed me that it was backordered and that they apparently never reply to emails or send follow-up communication.
But I am pleased that they did eventually expedite things and that I will get it in time for my holiday week (although I'm going to have to scramble to install it).
I learned while looking into this that Overton's is owned by Gander Mountain, which recently filed for bankruptcy. I wonder if that is affecting customer service.