New and Improved Customer Service Department

Posted in uncategorized at 10:49 am by Carrie Wigal

In an attempt to better serve our customers we are in the process of updating our Customer Service Department.

We understand communication is important in a business relationship, so we are making improvements to assist in providing necessary information. At the time of purchase, an Order Confirmation is automatically emailed to the customer, detailing the contents of the order. Included in the Order Confirmation are our updated Return and Cancellation Policies along with a general expected delivery schedule of 7-10 business days.

NEW! Online Knowledge Base

Through the month of December 2014, we will be installing a new Online Knowledge Base.  It will be available 24-hours a day, every day of the week, and therefore, the quickest method for receiving answers to Frequently Asked Questions concerning our business operations, the products we offer, and the common needs of our customers.

Please bear with us as we get this up and running within the coming weeks.

IMPROVED! Check Order Status Online

CONCERN: During one of the previous automatic updates with our Shopping Cart Service, the Check Order Status feature on our website became inoperable without our knowledge.

RESOLUTION: As of 11/30/14 we have remedied that situation. Orders can be once again checked online by visiting our Help Desk. All that is needed is the 9-digit order number found in the Order Confirmation emailed at the time of purchase along with the customer’s last name.

This is the recommended method for retrieving information on the status of all orders, as this provides the most up-to-date information concerning our orders. If there is a Back Order date given, please allow 3-4 business days from that date for expected delivery.

IMPROVED! Customer Support Communication

CONCERN: The email address has been repeatedly targeted for spam making it very difficult to address legitimate customer concerns.

RESOLUTION: We are temporarily providing an alternate email address for customers only: (replace “-at-” with “@”). The 5-digit invoice number provided in the Order Confirmation email is to be included on the subject line in order to assure proper attention.

We are grateful for the opportunity to provide products to the general public. We recognize our failures in the recent past, and we seek to better serve our customers going forward. We believe these improvements will make that possible. Thank you for allowing us the opportunity to serve.