jeffw1137

Jeff W.

Midwest

Contributor Level

Total Points
80

1 Review by Jeff

11/12/21
Verified purchase

Hardware and Tools Co. Is incapable of canceling an order, even it it won't ship for several days. They are using antiquated service and supply chain models that apparently involve physical delivery of paperwork to manage drop-ship.

I placed an order with this company on a Sunday evening. I hadn't received any communication with shipping details by Friday morning, and so I found an alternate source for my items that could be delivered that day. To cancel my order with Hardware and Tools Co, I had to fill out an online form with my order details, and then a person called me to inform me that my order "was sent to the warehouse yesterday and cannot be canceled" I asked them for shipping information and they said "The item won't be shipped until later today or Monday". I asked "If this item isn't packaged in a box with a shipping label on it, why can it not be canceled?" and I don't think I can quote this part because I don't fully understand the answer, but it sounded to me like they said "The paperwork for this item has already been sent to the warehouse, and by the time the cancellation paperwork gets there, the item will already be shipped". This is puzzling to me, because this is not how any online retail business has operated for at least 10-15 years.

Hardware and Tools Co. Is not serious about online retail. I recommend their executive management read "The Phoenix Project" by Gene Kim.

Tip for consumers:
Don't be in a hurry. Don't expect to cancel your order.

Products used:
None

Service
Value
Shipping
Returns

Jeff hasn’t received any votes.

Jeff hasn’t received any thanks yous.

Jeff doesn’t have any fans yet.

Jeff isn’t following anybody yet.

Empty.

Similar Reviewers on Sitejabber

brandonl200
6/18/20

Placed an order to only have company send me an automated message that my items are "back...

jeffl654
6/10/20

Their prices looked good, and their freight charges were free over $49.00, so I decided to give...