I've been in contact with Bombas all week regarding the shipment of my order of over $80 dollars of socks. Their responses and failure to take the time to look up my order and address my concerns have been unacceptable. Below is a history of our interaction.
I placed my order on Saturday October 7th and figured that it would ship monday or tuesday -- wednesday at the latest considering that they claim that orders typically take a day to process and then ship the next business day. If Bombas had Columbas day off, it was reasonable to expect the order to ship on Wednesday of that week. I placed my order in plenty of time so that I would have new socks for my trip on Thursday October 19th.
When the order was still processing on Thursday October 12th, I sent an email to customer service asking if the order had shipped and if not when they would expect it to. They replied with a generic answer that explained that "It normally takes us a day to process your order and ship it the next business day. Your socks should arrive 5-7 days after you placed the order if you chose standard shipping." Clearly the representative didn't even look up my order and just sent out a stock reply.
So I replied and explained that my order was still processing 4 business days later. At that point I got an email from another representative explaining that there had been a delay but my order would ship by the end of the day. I even got a shipment notification. But things didn't improve from here.
On Monday October 16th, I emailed once again because fedex indicated that my package STILL had not left the Bombas facility even though a label had been electronically generated. A representative promptly called me but I was unable to speak on the phone because I had meetings all day. We talked via email and he assured me that he would make sure I had my socks before my trip. He promised to check the order the next morning and if it indicated it wasn't going to arrive until after I left for my trip he would regenerate the order and send it to me via next day shipping.
Well, as nice as that promise sounded I never heard from him the next day. Around 2pm I emailed once again asking for an update. I didn't hear anything until 6pm when he informed me that since the order still hadn't moved he was sending my order via USPS priority and that it should arrive in 2-3 business days. WELL AFTER MY TRIP.
What frustrates me, is if the reps had listened to me and checked the tracking number and the status of my order as I repeatedly requested they would have seen that it never left the facility and something was wrong. I don't think anyone actually looked up my order and I was just given stock or generic responses. This is infuriating. I don't know what changed between Monday -- when the rep was going to overnight my package -- and Tuesday when it was clearly he no longer cared if I got my socks before my trip.
This company is really the picture of unprofessional and careless customer service and I won't be ordering again.