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I placed a large order 10 weeks ago, and it has not arrived. I am getting no reply from customer service by email or voicemail. Horrid. And it is paid for. I tried calling the number and tried each selection, and the others do not work at all.
5/19 - Ordered replacment sofa and 2 chair suspensions. Did not receive any update on the order status beyond the order confirmation.
6/2 - Reached out via the online form asking for an update.
6/3 - Response received by CS and the reply indicated the following "Your order should typically take 3-5 business days to process, however busy and the holiday we just had has caused certain order to be processed a little later than usually."
6/3 - Recieved another response later in the day indicating the following "I can only send the sofa suspension. We do not have any club chairs, new or old. The website will be updated soon to show that. We’ll be refunding the Club Chair today and the order should ship in the next day or so. Is this something your wanting to do or refund the entire order." I responded that they can ship what they have in stock and refund the balance.
6/12 - Received no tracking detail, nor any refund. Responded to the 6/3 reply they provided asking for an update.
6/26 - No reply, no refund and no product or tracking number. Reached out again asking for an update.
7/10 - No reply, no refund and no product or tracking number. I submitted a claim with my bank to start chargeback processing. Notifed the company with the same.
WORST customer service I have experienced. Product is good and we have a ton of it. Needless to say, I will no longer purchase their merchandise.
Unfortunately I didn't see Tortuga Outdoor Furniture's dismal Amazon reviews, Yelp reviews, or their "F" rating at the Better Business Bureau, before placing an order. This company will ghost you when (not if, but when) there is a problem with your order. We received damaged items, with missing parts, and all attempts to contact Tortuga have been ignored but for one brief message where they said they were getting ready to send the missing parts (which they never did.) When they scam you, report them to PaPal or Apple Pay if they were your payment processor (if they get enough complaints, PayPal and Apple Pay will ban them from their services), and then report them to the Better Business Bureau, and review them on sites like this.
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