C P.

United States

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1 Review by C

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I scheduled an appointment with my local garage door company to come and install 2 Liftmaster MyQ Led Lights so I could control my garage doors from my mobile app. Their next available appointment was on 2/8/2022, and the current date was 2/3/2022, so I had to get the lights in a hurry. I first tried Amazon, but they were not going to be able to get them to me in time, so did a Google search to see if anyone had them in stock and could offer expedited shipping that would get them to me before my appointment date. After searching several online stores, I finally came across GateHouse. They listed the items as IN STOCK and offered FedEx second day shipping. All seemed well. I ordered the lights for $149.56 and paid $29.51 for the expedited shipping option. Well, needless to say, I didn't receive the lights in time. I had to reschedule for the company to come back, and the next available appointment is over a month away. The lights were finally delivered on 2/10/22. I decided to call in and request a refund for the cost of the expedited shipping, which seemed a reasonable request in my opinion. When I called in a lady answered the phone and I told her the situation. When I asked for a refund on the shipping she immediately became rude and dismissive. She said they do not refund shipping costs as they have no control over delays caused by shipping companies. I explained to her that the delay wasn't caused by the shipping company, the delay was caused by the fact that GateHouse, in fact, DID NOT have the item IN STOCK as was shown on the website at the time of purchase and did not contact FedEx for pick-up until 2/7/2022 - four days after the order was placed. She then, in a snarky tone, told me that it was my fault because they had sent me an email on the day the order was placed stating that GateHouse was waiting to get the items from their vendor and that I could have cancelled the order at that time. Well, unfortunately I did not see that email, which I explained to her. I then asked if I could just return the order for a refund, and she stated that I would be charged a 20% restocking fee. She almost seemed delighted in the fact that she wasn't going to offer me any help. After looking at other reviews I see that I am not the first person that has dealt with this issue. I am a business owner and in this situation I would have refunded the shipping cost OR refunded the full cost of the items without a second thought. I don't think this situation was handled properly and I certainly don't appreciate the tone of the lady I spoke with on the phone. I would suggest that anyone ordering from GateHouse make sure they are not in a time-sensitive situation. I would also say that if you have an issue, do not expect to get a reasonable outcome from customer service.

Tip for consumers:
Make sure that you do not need items in a hurry, as they will show them IN STOCK online, even though they are not. If you do not receive them in time they will do nothing to help make it right.

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