I had a very poor experience ordering through Parker Gwen. Early in June I ordered an in stock item from Parker Gwen. After more than two weeks without a shipping confirmation or tracking code I sent an email asking to customer support asking for an update. After several more days without a response to that I sent an email threatening to escalate through PayPal (which I had used to pay) Customer Protection and cancel the order. I became a response informing me that the item was on back order and they would get back to me with an ETA ASAP. A week later (July at this point) I got an update and an ETA for end of July. Two weeks later I decided I was down waiting and was going to cancel my order with Parker Gwen and order the item through a different retailer. My first request to cancel the order did not get a response or action for several days. In my follow up I again threatened to file a PayPal dispute if I didn’t hear back within 24 more hours. After approximately 36 hours without response to that email I filed a dispute with PayPal. Upon this my order was cancelled within an hour or so. What could have gone better: - Don’t show an item as in stock if it is not. - if there are delays in the delivery timeline, proactively inform your customers with an ETA. - Turn-around time on “regular” customer emails shouldn’t the more than 3 business days. Critical ones shouldn’t be more than one business day. - I should be able to get a timely response for both my status update request and my cancellation request without having to threaten to escalate the issue. - For an example of great customer/user care I would like to bring forth reviews.io: since I never completed my order, Parker Gwen conveniently never sent me an invite to provide feedback. Upon sending an email to reviews.io support team, I had an invite to provide feedback to Parker Gwen within minutes. And I’m Not even paying reviews.io any money!