William T.

I ordered two rolls of insulation on 10:30 Thursday morning which is well before the 3:00 PM deadline they clearly state "Same Day Shipping" on the website. I am in the DFW area so I know FedEx is only 1-day transit and I needed the insulation by Saturday to install it over the weekend. Friday morning I requested tracking information and was told to expect an email later that day which would have it. Clearly that meant that they failed to ship it the same day but I was never told this piece of information. Later that day I received tracking information which would have been ok if the shipped the insulation FedEx Home Delivery (Delivers Tuesday - Saturday) as I paid an additional $9.00 for. Instead, they shipped it FedEx Ground (Delivers Monday - Friday) which is where the problem lies. The insulation is now scheduled for Monday delivery which is too late for my schedule and the www.insulation4less.com customer service is through email only and lacks any resemblance of professionalism. I asked to cancel the order based on their shipping mistake and was immediately threatened with return shipping, restocking fees, etc. They continued to reference the terms and conditions that all sales are final based on "Labels are printed instantly and orders can be loaded on to trucks in a few minutes. We are not able to cancel or modify an order once loaded onto a truck because it is almost impossible to find your insulation rolls on a truck full of identical insulation rolls." These are their words, not mine so I am unsure how tracking information took more than 24-hours to generate or how they mislabeled it Ground vice Residential if it is automated as they tell us. In Kathy's last email to me, I was told "You fail to understand what our other customers comprehend. We will not respond further." I ask you, what is not to understand about SAME DAY Shipping or charging me an additional fee for Residential delivery and failing to provide either service?

In response to Insulation-4-Less' comments on 11 October 2016: They are either misinformed or consciously trying to mislead customers. In my opinion, if you are in the business, you should understand the shipping policies of the carrier you chose to represent your business, especially if you are charging additional fees based on these policies. FedEx Ground is delivery to businesses and runs Monday-Friday. FedEx Home Delivery, for which they charged me an additional $9.00 runs Tuesday - Saturday and there is not a weekend delivery up-charge. Feel free to visit http://www.fedex.com/us/service-guide/choose-service/package-shipments/us-packages.html for all the details where this is CLEARLY ILLUSTRATED "STANDARD SATURDAY DELIVERY: FedEx Home Delivery delivers packages on Saturdays, 2 days earlier than UPS Ground, which doesnt deliver until Monday."

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