I ordered the Rachio 3 on Earth Day. No information was provided at the time that the controller wasn’t in stock and according to the Rachio website, orders are shipped within 24 hours and arrive within 2-3 days. 24 hours came and went and no shipping confirmation. Another couple of days came and went and no shipping confirmation. I tried to find a phone number to call Rachio…no phone number! I submitted a question through the Rachio website inquiring about the ship date of the controller. I was informed they would get back to me within 48 hours…are you kidding? 48 hours? That’s ridiculous!!! I thought, okay, I will try the Chat function. Of course it was “offline” even thought this was during business hours. Finally received a response to my question (2 days later) that “due to high demand ship times were delayed”. I had to ask to find this out? How about being proactive and telling your customers this immediately when you found out you didn’t have enough product in stock to meet demand.
Okay, I finally received an email that my controller will ship on 5/2. Late in the day on 5/2 I received an email that my controller had shipped and it included a FedEx tracking number. OK I thought, surely due to the delays the company would ship the controller as fast as possible. I clicked on the tracking number and found out my controller won’t be delivered until 5/7. Are you joking? What kind of customer service is this? How about offering a further discount for not having the controller in stock and completely missing the delivery timeframes included on the website or at least shipping it 2 day or overnight?
Needless to say, I really hope this thing to good. Please do me a favor if you are thinking of buying something from Rachio, call first to make sure it is in stock (oh wait, there is no phone number so you can’t call), Chat to make sure it is in stock (oh wait, only during their business hours and usually not even then)! I guess your best strategy is to pray that it is in stock or at least give yourself a good month before you need it!