I ordered special food for my sick dog, Order ID: 98718316KU346200N, for $175 and received a receipt from firstname.lastname@example.org. The receipt said to contact them for tracking and shipping information. I emailed them for a tracking number and received a reply from Abe with a copy of the email he sent to Erik, who is in charge of the shipping, asking him to send me the tracking number.
A few days later I emailed Abe to say that Eric never replied. Abe sent him another email asking again to send me the tracking number. Abe also sent me a number, 320-252-0277, where I could reach Abe. I replied that I did not want to pay for a phone call to get Erik to respond to a paying customer.
Eric is the business manager for the shipper, Granite City Pet Hospital, 2935 South 2nd Street, St. Cloud, Minnesota 56301. This hospital is co-owned by two veterinarians, Drs. Jeffery Nelson and Alyssa Erlandson. I used the contact link on their web site, www.GraniteCityPet.com, and politely asked them to see that I received a tracking number, since Erik did not respond.
Again, I received no response.
Next, I emailed Abe again with the information that Drs. Erlandson and Nelson, had not replied. I asked Abe to find out if the purchase had been shipped and to cancel the order if it had not. I asked him to reply immediately.
Abe did not reply.
So, I finally called long-distance to speak to Eric. The woman who answered the phone told me immediately, without checking, that he was on another line. I left my name and number for him to call me back.
Then I called and left a message for Abe asking if my order had shipped and to cancel the order if had not. A few hours later Eric sent an email saying my order was on back-order. I cancelled the order
These people received my payment in advance and would not respond to repeated requests for a tracking number. Eric could have easily responded by saying it is on back-order. The owners could have made sure I got a reply. Their web site says shipments can be expected in 7-10 days. It took 10 days of constant badgering to find out it is on back-order.
Judging from my personal experience, I advise everyone not to order anything from Granite City Pet Hospital if you expect any type of customer service.