there is no guarantee that I will be able to cancel your order. My records indicate that your order has been packaged and is on the truck for shipment, as I mentioned yesterday in my private message to you, we have an automated system, and once an order has been submitted we are unable to cancel it. Our warehouse team arrives very early on Monday to start packaging orders from the weekend especially from a long Holiday weekend, our offices have been closed for the New Year Holiday as of 12/31/2009 at 4 pm. Again I apologize for the inconvenience.
Walter
Marine Depot Customer Service
Walter:
Let me start off by saying I think you guys are great and your customer service is very good. However, I have a few issues with your above post.
The following is in reponse to the first part of your post and is directly from your website:
Canceling an Order
Orders cannot be canceled or refused after the orders have been shipped. Refused orders are subject to an automatic 25% restocking fee plus return freight charge. Orders cannot be canceled or refused due to delay in shipping or order processing.
I ordered $261 worth of salt on Saturday and then wanted to cancel the order Saturday a few hours later. I called your company, they were closed. I emailed your company, PM'd you personally, and then started this thread yesterday (Sunday). I heard back from you via PM yesterday (Sunday) and you knew my order number and wishes to cancel this order. Per the second part of your post, my order did not get packaged and shipped until today, Monday morning...this is because MD was closed as you stated, since 4pm on 12/31.
So how can an order that was placed on Saturday and then subsequently canceled Saturday (via emails and PM's) still be packaged up and shipped out on Monday? You knew of my cancel intentions the day before it was actually packaged, which happened this morning.
I don't blame you personally, this is all due to the fact that you were closed. Your website says I can cancel my order as long as it hasn't shipped, which it HADN'T BEEN, and then you state here that orderes are not allowed to be canceled. But let's say we follow the website guidelines, how was I supposed to cancel an order that hasn't shipped if you were closed? Personally I feel that you recognizing my PM yesterday with my wishes to cancel this order (the day BEFORE it was shipped) means it should NOT have shipped.
What would you like me to do with 800 gallons of salt that I wished to cancel and tried every avenue I could think of to do so?
PJ
P.S. Your site still doesn't indicate that it was shipped?
