On a Friday, I called Innovative Balancing (they sell Dynabeads—tire balancing beads) to ask about ordering. I had just received word that I could get our coach in on the following Wednesday afternoon for new tires so I needed the Dynabeads for that appointment. We were traveling and only stopped here to get the tires and alignment work done.
I called and customer service at Innovative Balancing (a woman named Debbie) told me that if I ordered by 1500 hrs (3:00 PM), they would ship that same day, Friday. I immediately started placing the order online and saw that one less expensive shipping option was Priority Mail (USPS for $8.50). I called the Post Office and asked how long shipping would take. The Post Office told me three days AND they counted the weekend days—this meant a likely Monday delivery—great! So, I had a two-day “grace” period with my Wednesday appointment. I immediately completed the order.
Monday morning, I received an e-mail from the USPS stating that the Shipping Label was created at 0717 hrs, MONDAY morning. I called Innovative Balancing to check.
The same woman I spoke with on Friday now told me that the item WAS SHIPPED Monday morning. I asked what happened to the Friday shipment and was told by her that it would have shipped on Friday ONLY if I had used UPS!!! (That was never mentioned during our conversation on Friday or I would have changed my order to ensure a Wednesday delivery. Remember, we are traveling.)
I told Debbie that my appointment was for Wednesday and I had followed her directions/suggestion exactly for ordering. She then put me on hold, came back, and told me the Dynabeads actually HAD NOT been shipped yet and did I want to pay an upcharge for UPS 2-day shipping ($42.00) to get them. No. I did not want to do that and that since it was their screw-up, they should get me the beads I ordered and cover the expedited shipping cost.
Debbie transferred me to a Carol Krueger (the name on her e-mail) who told me in so many words that I could pay the $42.00 for shipping or they would cancel the order. She would not listen to what I had to say. I refused to pay the $42.00. She canceled the order.
I’ve used Dynabeads for several years and they did a good job for me. However, this experience with their level of customer service turned me completely off with their company. I will no longer use their product and cannot recommend that others do so.