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“Totally Unresponsive to Back Order Questions”

Written on: 22/03/2012

6 weeks ago I ordered 2 expensive items from Mott's Miniatures that were placed on back order. I was not charged for the unreceived items. I have requested status repeatedly. Company correspondence unfailingly cites the contract to which I agreed and the website policy. I never get a direct answer.

Here is an example. My questions were these. "I received 1 out of 3 items. I have been trying to get information about the order but have not received a complete anwer to all of my concerns. 1) I need a tracking number on the shipment of the two back order items 2) I need to reconfirm that the back order items have not yet been sent as of today 3) I need to know based on your experience of your industry what is an appropriate amount of time to wait for a back order item and 4) I need to know what steps will take on behalf of my late order, even though the suppliers will not give an approximate weekly timeframe about shipping back orders."

This was my answer. "Hello,
Information regarding how orders are processed, how long it takes to process
an order, and how to calculate your delivery time is available on our web
site. Here is a link that will take you back to that page of our site... Remember that Saturdays, Sundays
and Holidays are not business days. Also remember, as stated on our web
site, the Delivery Days (or number of days your carrier takes to deliver
your package) does NOT inlcude order processing time.
Thank you," (no name given)

None of my questions are answered by the website. Now no one will answer my e-mails. Basically, it's a matter of waiting an unknown amount of time for the back order and tough luck. In my case I do not have cancellation rights and they have the right to raise the price at will. I suppose it's my fault for not reading the shoddy contract? This is an old company. I suspect there is relatively new ownership.

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