Ordered a kayak online on 06-23-2021, as they didn't sell it in the store. Order cancelled the next day. When I called the number provided within 10 minutes of receiving the cancellation notice text, CSR wasn't sure why it cancelled, as there were 300 of that kayak in stock. That should've been a hint that this would not be a good transaction. He placed the order again on 06-24-2021. The following day, I was excited to receive a shipping notification! (Please note: tracking is on Tractor Supply's website, not the carrier's.) The next day, 06-26-2021, I received an e-mail that the shipment was delayed. As I tracked it over a few days, it went from delivering 06-28 to 06-29 to 06-30 to 07-01. On 07-01-2021, I tracked it again and got N/A as the delivery date. That afternoon, 07-01-2021, I stopped by the store to see if it arrived, but it hadn't. They told me to call customer service, so I spent almost an hour that night on the phone with De'Andre, who called the carrier, XPO Logistics, with me on the phone. He had to call two or three numbers to finally get to someone who could assist us. This woman, Kathy, told us that Tractor Supply messed up their shipment and double Pro'd the Pro number associated with the shipment, which means the carrier didn't know how to bill the freight, and my kayak was likely down in Orlando, FL with the Over, Short & Damaged department, because they had no idea what to do with it. We tried calling, but their office was closed already. The CSR set an appointment to call me back the next morning, 07-02-2021, at 9:00am. De'Andre never called.On 07-02-2021, I called the Orlando terminal for XPO Logistics without the Tractor Supply CSR, to see if XPO Logistics had the kayak so I could go and pick it up from there. This was right before the 4th of July holiday weekend and I was going camping and planning to take the kayak. Melissa said there was a lime green kayak there, but it had been there for two weeks already, so it wasn't mine. She also had a few choice things to say about Tractor Supply and how they ship products. I called Tractor Supply customer service back on 07-02-2021 and got Aliyah on the phone. I explained the situation, telling her that we needed to call the carrier to see what they say, as Orlando does not have the kayak. I'm on hold for a while and she finally gets back on the line to tell me that she talked to the carrier, my kayak was shipping that day and it would arrive the next week. When I questioned why she called them without me on the phone, as I wanted to speak to the terminal as well (I have experience in my job with shipping and receiving), she sounded exasperated and said that she would call the carrier back with me on the line. I was like, great! Then she hung up on me...and didn't call me back...though they ask you immediately when you call for a number to return your call, in case you disconnected. I put in a request for assistance online. Unfortunately, the person, Kayla, called and e-mailed on 07-03-2021 while I was camping and had no signal for phone or e-mail. She said she would call the carrier with me to get status of the shipment. Fast forward to today, 07-19-2021. I've been waiting, hoping the kayak would show up, but I haven't heard from Tractor Supply. I called the store the kayak was supposed to deliver to and the guy I spoke to advised me to just cancel the order and get a refund. Niiiice. He can't help me, though, I have to call customer service yet again. I call today, 07-19-2021, and get Paul. He looks and says that my kayak is supposed to deliver 07-01-2021. At this point, I'm tired of fighting and waiting, so I tell him to just cancel the order and refund my money. He can't refund me yet, as he has to confirm the kayak didn't deliver, so he has to call the carrier again. I tell him, if they have it, call me back, as this was the kayak I wanted and had settled for a different, heavier one. Alas, I just get the e-mail that my order is being returned and refunded. The whole thing has been one disappointing transaction and I do not see myself trusting or using Tractor Supply again in the future.
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Tractor Supply Company is an American retail chain of stores that offers products for home improvement, agriculture, lawn and garden maintenance, and livestock, equine and pet care.
