Really lousy customer service
When I retired 10 years ago, I swore I would never complete a survey or write a review again. I have personally transacted literally thousands of purchases over the internet but have never had such a frustrating experience as with Ozbo:
Sunday, 8/24 - Placed order for two identical items. “Every order over $50 ships FREE!” Received order confirmation email stating: “Our goal is to completely wow you with super-fast shipping, amazing customer service, and incredible values. “
Friday, 8/29 (+5 business days) – OK, so I’m spoiled with Amazon’s typical 2 day shipping. Not having received any notification of shipping, I emailed an inquiry requesting shipping confirmation/tracking number. Received apology email stating items would be shipped “on or around” following Wednesday (+ 7 biz days including holiday) and I would be notified within 24 hours of shipment.
Tues, 9/2 - I called and asked, since it was taking so long, if they might ‘upgrade’ shipping to 2 day delivery. Received email stating they wouldn’t.
Thur, 9/4 – I called again having not received any shipping notification. Was informed items were now on backorder! Wrote email stating frustration. Received apology email.
9/4 – ONE HOUR LATER – received email stating: “found everything you wanted in our huge warehouses, lovingly packed it using 100% recycled cardboard filler, made doubly sure everything was perfect, printed a shipping label and handed it off to the shipper, and now it's on its way to you.” I wrote an email stating how confusing & frustrating this was! Received an apology email stating tracking number with comment: “Please note that you were not charged shipping on this order.” As I should not have been as order exceed free shipping threshold!
Tues, 9/9 – Received shipment (+11 biz days from order). ONLY ONE OF THE TWO ITEMS WERE IN THE BOX! Immediately called on phone to much confusion on other end. Packing list clearly showed 2 items with handwritten red circle around the “2” and “N-1” next to it. Was told second item would be shipped following day. I again asked if a courtesy/exception might be made and the missing second item shipped 2 or 3 day delivery instead of 11. Was told “NO, we don’t do that”.
Thur, 9/11 – Received email that second item was no longer available and refund had been made.
Obviously, there’s a ‘disconnect’ between the Order/Customer Service and the inept Warehouse departments. While all emails from Tara & Michelle have been full of apology with lots of ‘sorrys’ and ‘sincerelys’, during all phone conversations, both have exhibited a curt, unfriendly and just-short-of-condescending demeanor and a clear lack of desire to bend inflexible company policies and make an effort to extend excellent customer service.
Regarding their reviews: On their packing list is a box that says “5 Stars!” from PowerReviews.com. However, if you go to that website, you can’t submit a review. The only way to submit a review that shows on the Ozbo site is to submit it by email to Ozbo. What a self-serving sham!
Do you want to do business with such a company? I certainly will not in the future.