We placed an order for an RV 21” 2-in-1 Range oven on November 9th from the Furrion website for $449.99. The order was processed on November 12th. In the e-mail receipt under “VIEW ORDER ON FURRION.COM", a tracking number was shown. Apparently we mistook this for an actual tracking number as some seven to ten days later we checked only to find the number had disappeared. This site and receipt had no information about the shipping process and we assumed that as a factory site, they would have the item in stock. Beyond the e-mail receipt, the order and shipping information has never shown up.
We found out later by calling the website number that they order from a distributor. The Furrion customer service representatives told us on our several calls that it would take seven to ten business days to process the order and ship. Given the holiday and weekend schedule, the seven days landed on Tuesday, November 20th and the ten days on November 28th, a Wednesday. No tracking number in evidence on those dates.
On the morning of December 4th we called to ask about a tracking number as nothing had shown up on the order information on the website. The customer service representative by the name of Chris told us that we’d have one by the end of the day. The XPO tracking number minus one zero sent in an e-mail turned out to be one that had already been shipped on May 12th and no other in evidence. XPO has multiple shipping modes and once selected, even more drop down choices to select - all without any explanation from Furrion about how to access the shipping information.
We e-mailed Furrion letting them know we had an erroneous tracking number and to cancel the order. We also called Furrion to let them know we’d had it with misinformation and lack of responsiveness. Let’s leave it at Chris, the customer service representative, to make a valiant attempt at blaming us for the foul up, saying we didn’t put in the last zero. He also stated that the order processing time was seven to fifteen days rather than the previously stated seven to ten days. Even adding the extra zero dropped by XPO tracking, the number given by Furrion has yet to show up on any of XPO tracking mechanisms.
On December 11th, we got a call from XPO saying a package was awaiting delivery and to confirm the delivery address. We told them the item was being refused and asked when it was shipped. Turns out it was shipped the day of cancellation. Given our e-mail was sent at 6:38 a.m. prior to start of the east coast business day, we can only say that Furrion customer service was something other than responsive.
On January 7th, we again got a call from XPO shipping saying they needed an address confirmation for delivery. Once again, we refused the shipment. No attempt was made by Furrion from the date of cancellation to the present to contact us or provide any explanation. Finally, on January 11th, we got this note from Chris “The order has been refunded today. Please know your credit card company can hold the funds up to 30 days for this refund.”