I ordered 2 bathroom stall lock replacement kits for the building I help manage the second week of August. When I went to check the tracking the day it was supposed to be delivered, the USPS notice stated that it was returned to sender because the address did not exist. However, the address they sent it to wasn’t the delivery address I entered. When I emailed customer support to try to get help, all I received was a curt response to submit a new order and that my card would be credited once they got back the new order. Ok, fine. So I placed a second order that day, with an expected delivery date of 9/2. Fine. I was very careful to make sure the delivery address was correct. Even my order confirmation email showed that yes, I really did have the right delivery address in.On 8/29 I got a rather confusing email from Customer Service asking me to call them about my order. I still assume it was in regards to the first order being returned to sender. I called back and told them to refund me the order amount, but that the error in the delivery address was 100% their fault and to look into it.So on 9/2, I went to track my second order and it was again returned to sender because they sent it to THE SAME address that does not exist. When I contacted customer service by phone, he didn’t believe me. I offered to forward the email I had gotten. He had me forward it to the general customer service email. After about 7-10 minutes, he stated he still wasn’t seeing my email, as if I hadn’t sent it. We then got disconnected.I immediately hopped on a chat with customer service, since that option would at least allow me to send screen shots once I got past the bot. Once I got a human, I explained to her I was talking to another rep but a) he hadn’t gotten my email and b) wasn’t believing me and c) I could send all of the screenshots to prove I did everything I could to get this dang order. So I did send her screenshots of my order confirmation email with the right shipping address, the shipping email from Swisco with the incorrect address again, and the return to sender again. She questioned me again, but I pointed out to her AGAIN that the order confirmation was correct and they were the problem.By then, the phone rep called me back. He was able to replicate the error in their system when he placed a dummy order and saw that it changed the correct address to the non-existent address.His only solution was to “let” me place the order over the phone, with the suggestion that I have it delivered to a different address, such as a house. I’d still have to pay for all shipping. I’d still have to wait a week or more. Even if I paid for expedited shipping (for almost the same cost as the initial order), I could probably get the parts by the weekend.No way. What a disgusting experience. No accountability, no desire to make anything right, no going above and beyond. Only blame. So I went and I ordered the parts from a big box store that I have a heck of a lot more trust in.
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