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On April 10, 2022 I placed an on-line order with First Line. All indications were that I would receive my order in 2-3 business days, which meant I should have it by the 14th at the latest. When I didn't receive my order on time, I went on line to check via the tracking number provided. It showed that only a ticket was created and no expected delivery date. Called customer service via 800 number and after very lengthy explanation of the problem, an investigation was opened. I was told that it would probably take 5-10 days for the investigation to complete and my order to ship. This was unacceptable on my part, so I suggested canceling the order and ship a new one. Oh no, first line can't do that. You might get your order too soon. After further investigation I found out I could have canceled within the first 24 hours. Really? You don't even know there is a problem until 3 business days have passed. Finally today after 3 phone calls and 30+ mins, I found out that today they are taking my suggestion and sending a new order. We'll see how long it takes from here.
Desired outcome: Cancel the old order and place a new one ASAP. And an apology for the way I was treated.
Exact same thing happened to me on January 20 (order placed.) Called on the 26th, said it would be shipped, I tried to cancel and receive credit. Lengthy call today 2/6, same result. Found out no cancellation or credit. Created a ticket for a replacement order. Also called Fedex , where apparently the shipment is (received on January 28 in Ga, then shipped to another GA facility on the 29th, then back to the original GA facility on the 30th) Called Fedfex, no further information provided, they are the "carrier" not the "shipper". Seems to me the problem is with First Line Benefits and is an ongoing situation. Just terrible customer service.