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#1 ollie366

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Posted 09 January 2020 - 11:44 AM

I need some ammonium perchlorate and contacted Firefox.  They provide pricing for the product but not shipping, so I put on the order form in multiple places not to process the order until they tell me what the shipping cost would be.  

Got an order acknowledgement from them right away and my CC was charged even though I didn't authorize it.  I tried calling and sending an email about this but no response.  No info provided by FF on the shipping of the order.  I followed up with additional calls, voice messages and emails but no response.  I'm now going to contact the CC company.

Has anyone else had problems with Firefox?  



#2 Piccaso

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Posted 10 January 2020 - 08:13 AM

They are usually slow to respond. They seen to be a part time business.



#3 SharkWhisperer

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Posted 11 January 2020 - 04:03 AM

EXACT same problem earlier this autumn. Placed an order, followed up with an email. Both times I explicitly wrote "Please do not complete order until you have calculated it and I have approved shipping charges" (almost every other site will calculate shipping for you, no matter how complex). Received an invoice a few days later showing my credit card had been billed for the items I'd queried/"begun" ordering. And the one item that I really needed was not included--it still appeared on the website as "available" but on the invoice as "out of stock". Shipping cost was higher than most--for a 3-pound ORM-D package, shipping was $20.47. Ok, I'd live with that if the product that I primarily wanted had been in stock. On top of that, I was billed a $3.85 "box charge". Uhh....what??? And to boot, they billed an additional 3% of the total order, including shipping costs, as a "Processing fee". Ridiculous. Just raise your product prices 3% instead of nicking customers with nonsensical add-on charges.

 

My emails went unanswered though I did receive an autoreply from Dianne Purrington that included a phone number. I will provide it to you if you PM me. I spoke with her and asked her to cancel my order and refund my payment--I had not been provided a tracking number and she wouldn't (couldn't? don't remember) confirm whether the package had been sent (it had not). Two weeks went by and no package arrived. No email queries were returned, and Diane was no longer answering her phone. Interestingly, my final email informed her that I intended to have charges returned by Visa as potentially fraudulent billing (money paid, no product, no communication). No answer. So I reversed the charges. A week later I received the package, which had been mailed out the day after my notice that i was reversing charges.

 

Never got another email, bill, or phone call. Felt bad that I'd received $30 in chems and not paid, but not that bad given the headaches I encountered.

 

No, I will not take a chance with this company again. I wish them the best, and hope they get their act together. I know they had a tough run, perhaps undeserved, with their legal injunction. Still, what I consider a demonstrated lack of professionalism means is a deal breaker. There are sufficient competing business who provide top-notch customer service and decent products for reasonable prices--FW Cookbook is reliably excellent, with fair prices; Dixie has some super hot Indian Al for perhaps best pricing outside of shared bulk purchases or a meet; cannonfuse has plenty of tidbits, and Caleb & Sarah have spot-on customer service for quality tooling, tubes and other products, to mention only a handful of the excellent vendors that remain available.

 

Just my experience and my 2-cents worth. I very much wish that I was able to write a rave review about these folks, but am not...

 

SW

 

 



#4 ollie366

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Posted 11 January 2020 - 08:56 AM

Thanks Shark and Picasso

I called her phone # at least 3 times- went right to Vmail.  Got an email on Thurs saying the product will soon ship.  Interestingly, that's the day I posted here and also contacted my CC company.  Not sure if it's coincidence or one of the outside actions that stimulated her to respond.  I asked for the tracking # and told her I needed it right away because of the CC action.  Nothing....  I guess I'll just wait.  

I agree there are other reliable alternative suppliers that I'll use in the future.  



#5 Piccaso

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Posted 13 January 2020 - 08:08 AM

I agree I like the companies you mentioned also. Top notch service with excellent prices, I just wish there was a company that sold every thing that Firefox does.



#6 SharkWhisperer

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Posted Yesterday, 02:26 PM

Lets flip the basic question around: Has anybody had a good/pleasant experience with Firefox purchases lately (perhaps within the past year)? If so, that would be useful information, and only fair to Firefox. Make no mistake--I remain thoroughly displeased with my own Firefox encounters and will not risk another disappointment, but if anybody has had good experiences with them, then in the interest of a balanced discussion they should be heard, too.

 

p.s. to Picasso: Sure, Firefox has quite an extensive inventory of chems and other supplies, but it doesn't really matter if: 1) the stuff is not in stock (even if it shows availability on website); and 2) orders never arrive...


Edited by SharkWhisperer, Yesterday, 02:27 PM.





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