I placed an order for a very expensive grill (Summit Grill Station) on March 30th. Their web site indicated FREE Shipping on EVERYTHING and "most items arrive within two days". Their web site also indicated a 2% savings if paying check or cash. I chose the Check option and upon submitting the order was told that I needed to send a check to them before they could complete the process, or change the payment option. I attempted multiple times to change the payment option via their web site as instructed and kept receiving an error and advisory to contact them directly by phone. I had to wait several days as they were closed for the Jewish holiday. When I was finally able to reach them, I changed the payment option to credit card to expedite the processing of the order and was told that I would no longer receive the 2% savings. Fine, I wanted the grill so I wasn't too concerned with that. A very fast talking customer service rep then advised I would need shipping insurance and "white glove" shipping which included delivery and set up. Both of which added $180 for insurance and $130 for shipping - When I asked about their advertisement for the free shipping, I was informed it was not possible for that item and they "didn't use their free shipping vendor on such items." I should have realized I was being duped, but again, I wanted the grill. I was told I would hear from their shipper in a couple of days. A week went by, and I contacted them via email and requested a status. I did not receive a reply so I called customer service on 4/8. I asked about the status and was told it would be at least three weeks. Three weeks?? Why so long? I was told no one in the country has the grill available and then I was asked "Sir, why are you even buying this grill, don't you know that it is the exact same grill as the 730001 (they threw manufacturer or their item numbers around instead of the product number S670) but without the stainless steel cabinets and $1,000 cheaper??" "Do you really want to pay $1,000 more for two cabinets and wait several weeks when I can have the 730001 model delivered to you this Thursday, the 11th?" After some consideration I agreed and changed the order and went with the S670 without the side cabinets. Without thinking, I was still charged the same amount for insurance and shipping, even though it wasn't the same model as originally ordered, and I live an hour away from their store. I could have purchased the same grill at my local Lowe's for less once everything was added in. Yep, I made a mistake.
Anyhow, Thursday afternoon arrives and still NO GRILL. I called customer service and spoke to their "manager" Kenny and was told the order never indicated that I would receive it on Thursday, 4/11. When I informed him I was taking the day off from work to accept shipment because I was told I was getting it on Thursday, 4/11, he told me he was "going to kill the person who told me that because it wasn't possible." I told him I wanted to cancel the entire order and was going to Lowe's to buy it. He then offered me $50 refund via credit card and a promise I would "have the grill today" - so I took the offer and was asked to call him back at 4:00 if I did not have the grill. He said "we are not bad people, we will take care of you." Well, 4:00 came and no grill, no contact from the shipping company, nothing. So I called "Kenny" back and he began arguing with someone in the background about making sure I received it "sometime" today. I eventually called "Mohammed" at 6:00 when I did not hear from him and had yet to receive the grill. He said he was still coming and he eventually arrived at 8:00 PM! The "white glove delivery" I received was taking it off the truck and putting it in my garage - he wouldn't even put it in my backyard, and he wasn't even there long enough to uncrate/unbox it to inspect for damages (as I was told to do via their web site insurance disclaimer). I asked the driver where the grill cover was, and he said "I don't have it, they ship it separate." I contacted the store first thing in the moring on 4/12 and informed them I did not receive the cover and that if it had not yet been shipped, I did not want it and to cancel that portion of the order. They responded via email with a bogus FedEx tracking number stating "it has already shipped and you should receive it tomorrow or Monday." I live an hour from Linden, NJ and it should not take two full days to ship something FedEx from an hour away - But that is what they said. I tracked the package and was advised that "there is no shipping information - tracking number only transmitted to shipper on 4/11." So in essence, they had NOT shipped it yet. I waited until Monday, 4/15 and there was NO FedEx yet. I contacted them on Tuesday, 4/16 and advised them that the package had still NOT shipped, and I was requesting to Cancel that portion of the order (AGAIN). I never heard back to confirm. I have now disputed that portion of the order with my credit card company, and I have also disputed the $50 refund I was offered by "Kenny" as a sign of good faith for having to go through what I went through with the shipping date.
I lost money on this deal and thought I was helping a family run company. Instead I got screwed and had to deal with a shady business. Embarrassed and hoping no one else ever goes through the same issues by dealing with them. They also requested my company (place of work) information so they could utilize it for B2B marketing which is what they claim is how they are able to keep their pricing so low. Who does is that???