Orvis

Full review
I have always found Orvis products to be of high quality and reasonable pricing. Such a large and reputable company should have equally good standards for customer service but this has not been my experience. After a recent move to a new home with all hardwood floors, I decided to order two large bolstered dog beds for our adopted greyhounds. (With absolutely no body fat, they are extremely uncomfortable on hard floors.)I placed an online order and received tracking numbers and confirmation that they had been shipped. I waited for a few days after the arrival date I was given but never received them. When I tried the tracking numbers, there was no information on them with UPS.Then I did an online chat with customer service who said they would contact shipping and I would hear from them in two days. Ever the optimist, I waited for an email which never arrived. 4 days later I called customer service who "just didn't know what happened."They wouldn't tell me if they had shipped at all, but said they would contact the vendor and ask that "I be put at the top of their list". When questioned what that meant, they just said the vendor would have to take care of this... they don't ship this product. I asked if they could be sent faster than ups ground and told again that I would be at the top of the list, they would ship it as soon as possible. I got a confirmation that the order was shipped the next day (ground)... I really felt that the customer service people were indifferent. A hollow "sorry" with no real concern or attempt to get the order to me quickly was frustrating.It seemed that they took no responsibility for the confusion and simply blamed the vendor. I still don't know where the original beds that had shipped with tracking numbers on a specific date got to... and it seems neither do they.