If you are considering buying tools from this site, use caution. For those that want to skip the story, here is a quick summary of my experience:
They did not respond to multiple cancellation emails sent within 12 hours of an order. They did not respond to phone requests to confirm the cancellation made within 24 hours. They billed my credit card two weeks before they shipped it (in spite of the attempted cancel). They would not help me stop shipment. They did not respond to the AmEx inquiry after I asked for a hold on the payment.
Here are the details:
I ordered a TS on 3/23, but found it for about 150.00 less on Amazon later that day. According to Hechinger's site, orders can be cancelled without a fee before shipping. I cancelled the order less than 12 hours after it was placed, then called them the next morning to confirm the cancellation before ordering the other TS. The rep told me she could not confirm, but she would give the information to the cancellation department who would get back to me within a week. This sounded a little fishy to me, but with the way Amazon prices bounce around I went ahead and ordered the other saw.
The Amazon order went through fine and I had the saw within a week. then, on 4/5/06 I got a shipping notice from Hechinger! I emailed them, called them and called the shipping company to stop the shipment. Everyone said they could not stop it en route and the Hechinger rep could not explain why the order was not cancelled after 2 emails and 2 phone calls to be sure on
3/24. By the way, I never did get the cancellation confirmation email or any email response at all for that matter.I asked AmEx to stop payment and they said they had already charged my card on 3/24! AmEx investigated the claim to get Hechinger's side of the story. Hechinger never responded to them so AmEx refunded my money. I was able to send to saw back when the delivery guy called me to schedule the drop off. A close call, but I came out of it ok.
Not only is their shipping slow by modern standards, but they seem to either be very disorganized or dishonest. I have never had an online shopping experience like this and suggest others steer clear to avoid a similar problem.
-Steve