Asking for a Friend (and Myself): Should I Expect My Order Before Retirement?

[YKant]

Hi Eddy,

I’m reaching out with some concerns regarding my order (#30195064), which I placed on March 9th. At the time, it was indicated that the glass tubes would be available within the following week. However, it’s now been a month, and it seems they may not be available for another month or so.

Could you please let me know the current status of my order? I’m wondering if there’s a FIFO (first-in, first-out) system for these tubes and whether my order might have been overlooked or delayed unexpectedly. Any update you could provide would be really helpful and much appreciated.

Looking forward to hearing from you.

Best regards,

 

[Eddy]

The borosilicate glass tubes are not in stock and will not be back any time soon. The wrong information was entered in the system.
I can't tell you at the moment when they will be available again.

 

[YKant]

Would it be possible to go ahead and ship all the items from my order that are currently in stock and ready to dispatch, and leave the glass tubes for a later shipment once they become available?

My entire setup is currently on hold due to the delay with the tubes, and I may be able to temporarily substitute them with acrylic in the meantime. Getting the rest of the components would really help move things forward on my end.

Thanks in advance for your support.

Best regards,

 

[YKant]

P.S. If it looks unlikely that the borosilicate tubes will be available anytime soon, a refund for those items and an adjustment to the total cost might be the best course of action. Should they become available in the future, I can always place a separate order—either through your site or with a U.S. vendor.

Thanks again for your support.

Best regards,

 

[Eddy]

That is something you have to talk with the support directly: info@alphacool.com
I cant do that.

 

[YKant]

As the third month anniversary of placing my order approaches, I can’t help but wonder how long a company operating in the U.S. market would survive if it treated its customers the way you have.

Any self-respecting company would have already shipped the items currently in stock and either absorbed the cost of shipping the backordered components later or offered a full refund for them—along with a courtesy gesture to thank the customer and apologize for the inconvenience.

Instead, you have chosen to hold the entire order hostage until you have every last item, with no regard for the impact this has on your customer. This is an egregious display of disrespect and the single most disappointing experience I have had with any brand, anywhere.

Depending on your response—if there is one—I will decide whether to completely cancel my order or make it a mission to expose this experience across every platform and channel available to me. You will be surprised at how resourceful I can be.

Thank you.