I ordered supplements from Supplements to Go on June 6, 2012. Today, June 18th I called them to find out where the items were since all my account said was "order pending". As it turns out, they said they didn't have one of the items in stock and couldn't ship my order until all items were ready to ship. I asked when the item would be in stock and was told that they had no idea as it hadn't even been ordered yet.
This was frustrating to me because they had no problem taking my money, but had no idea when they were going to ship the order. Their website boasts that they ship same day or at most within 24 hours.
This wouldn't have been that big of a deal to me if they had e-mailed me to let me know that my order was going to be delayed. That way I could have dealt with it immediately instead of after waiting two weeks for the shipment.
I gave this situation a neutral rating because when I called customer service I got on the line right away. It didn't take them long to figure out what the problem was. Also, when I asked to cancel the order they said it was no problem and that I could expect to see the refund within 72 hours. So, as long as I don't end up updating this saying there was a problem with the refund...I'm keeping it at neutral.
I would say though that instead of canceling the whole order...I would have been happier if they had offered to ship part of the order and send the out of stock item later. But canceling my order (or part of it) or waiting indefinitely were the only options.