Absolutely they did not. It was supposed to ship in 2-3 DAYS. It was outdoor furniture (not a custom order- only custom cushions). They immediately shipped the couch and the table (which was broken, w/ glass that didn't fit on top). Then, my love seat and swing didn't come (which was a major problem b/c the whole set was supposed to match AND because my contractors were building my screen porch and needed the swing to place the support beams!) I got the set b/c I wanted a stationary couch, a gliding love seat, and a swing with all the same finish and cushions, which very few people offered). So, basically, I had the large couch (which would have had to be somehow sent back if I cancelled the order!) but none of the other pieces of furniture. After several weeks and a lot of back and forth in which they tried to get me to accept mismatched pieces, the truth came out that they'd run out and were waiting on a new shipment which was going to take 6-9 months. so, they sent me a loaner love seat and a loaner swing which didn't match (green instead of brown!) and were supposed to contact me in 6-9 months. Which, they did not. I called the main number 3 or 4 times and left messages and got no call back. Finally, I went back to my phone records, found the cell phone number of the owner who had made me the promise that if I just kept the couch I'd have my furniture in nine months, and contacted him directly. That's when I got the "my dad is dying, you are horrible" spiel. For several weeks, as we went back and forth on when my furniture would actually be delivered. He got it from the manufacturer finally but then was really mad I wanted it delivered right away!

I had a major problem one time with Petco charging my credit card three times for one purchase. I called customer service and I could not understand a word that the person who took my call was saying, but I could understand everything that the person next to her was saying. It was very frustrating and I asked to speak to a manager and didn't get one and I hung up in total frustration. I finally went to the store to try to get it worked out and they told me I needed to call customer service. So we went back-and-forth a few times with the same problems on the phone and then they told me I needed to deal with the manager at the store, whom I had already spoken to. So I went back again, 30 miles each way, of course. She finally got it taken care of for me and I went to the Petco Facebook page to commend her and complain about the customer service on the phone and they told me from now on to use the Facebook messaging feature for any further issues.

First, the defrost pan on my 6 year old freezer failed. I couldn't get anyone to give me service on it so I called to ask what the resistance should be on the 2 different heaters. That was when I was told they do not offer diagnostic help via the phone. I explained I wanted the specification not help diagnosing but I was told no help over the phone and then disconnected. I finally tested and realized which one was not working. Got on the Thermador parts site and ordered the parts which they had in stock (I was pleasantly surprised). I ordered the parts and they offered two day shipping so I paid the $17.00 for the two day shipping. After receiving the tracking information, I checked the shipment status on Wednesday. It shipped on Monday and was scheduled to arrive the following Monday but it was now going to arrive early on Friday.... I should have received the parts on Wednesday. I called customer service and explained my disappointment and asked for reimbursement of the $17.00 charge for two day shipping. First I was told they could not reimburse me and I asked why they couldn't since I didn't receive it? Then I was told I had to file a claim with the shipping company. When asked how they would reimburse me for something I paid to Thermador, I was transferred to another department that deals with builders(?). She explained she could not do anything but submitted it to management for review and follow-up. I received a call Friday stating they could not reimburse me for shipping charges with no explanation other than when they shipped it on Monday it was after the cut off time for the two day shipping (Is this my fault?). I paid for this with a credit card so I submitted a dispute with them and within 15 minutes of filing the dispute I received a credit of $17.00. I don't think I will utilize Thermador directly for anything else should the need arise. It leaves me to wonder what would have happened if I didn't receive all of the parts? Would I have been refunded for the parts not actually shipped?

I recently ordered some silicone baking pan sheets. I use them in my toaster oven to heat things up. I ordered small toaster oven sizes. When they came, they were full size for regular ovens. I went on Amazon website to get the return label and planned to drop them off at Whole Foods which is how I always return things back to them. When I clicked on the return info, it said there was no need to return and my account would be credited $18.73 immediately. I sat there looking at my computer screen and saw the credit go through to my Amazon card. Today I received some pillow cases I ordered in King size. They came and are Standard size. I just went to their website to get the info to return to Whole Foods and they said the same thing, "no need to return we will credit your card.' And they did. Makes me wonder. How many small purchases are let go by them as costing more for people to return than just letting the person keep the wrong items. I find it strange that it happened twice for me. It is easy for me to return to Whole Foods as I go there frequently. Why would they not want the items back? Does it cost them more for a return? The next day, the right size silicone pads arrived at my door. Never had that happen before. A store doesn't want the return back and sends you the new one?? I'm awaiting the King size pillow cases! Jane