Guess my experience has not been quite as good as others'.
I ordered two impact sets and 24 individual sockets 1/3/16. Online process was fine, notifications sent timely, shipping was fairly quick (received package mid afternoon 1/8/16).
The order was missing two sockets and there was a defective socket (no retention ball hole) in one of the sets. No big deal, figured the two missing sockets were caused by they being on a second packing slip and just got missed. The defective socket? Who knows maybe the defect was missed because the sockets are black and it was hard to see whether the hole was there or not
I called after work, 5:25 Central time, but for some reason their hours weren't 8-5 Mountain time as stated on their voice mail, rather "8-sometime before 4:25" Mountain time. I filled out their online form and received an automated email regarding same and I also got a "human" email at 11:30 pm! Was told in that email that nothing could be done until Monday (1/11/16). Still no issues to this point, I can roll with the punches.
Well Monday, Tuesday, and half of Wednesday came and went with no update. I called and left a message, updated my online request, and even replied to the "human" email all requesting an update. Only the email generated any type of response. Which was wierd because it came from the same email address as the auto-generated one which specifically states it "does not accept replies". I just thought I would try it anyhow since it originally came from a human.
Turns out the two missing sockets weren't missing after all, they were on backorder at the warehouse. ****, I know they were listed as "In Stock" when I placed the order, just a small bit of misinformation there. They are trying to coordinate stock from the Williams warehouse in MO, so that can happen. The two missing sockets will be shipped when they are back in stock and I got notice this morning via UPS that the replacement for the defective socket it is on track for delivery tomorrow.
So in the long run, I had problems with my order and did not receive updates as to the status without having to request it in many forms. I am guessing all this could have been resolved with a two minute phone call rather than the reply, wait, reply etc. email circuit.
Will I buy form them again? Not entirely sure. Had there not been an issue with the order, I would be saying buy from them. But I did have problems and their resolution process has left a bad taste in my mouth.
