Reliable Store is Reliable

I have recently bought an item through Reliable Store, I rated them poorly which was unfair but explainable. Here is an outline of my experience. (I will likely be using them again in the future)

Contactability Rating: 3/5 The staff are very friendly and understanding and once I expressed anxiety they were extremely accommodating for which I thank them. I was not a very easy customer but they handled the situation calmly and kindly. Their email system works well, in hind sight I should have been more descriptive of my problem and asked for assistance more clearly. The number on their website, however, is not functional and the featured address is part of a more complex scheme meaning that phoning the complex and asking for Reliable Store is not a viable option. I would recommend they fix the number on their site and let the landlord know more information of their operation should anyone phone.

Tracking Rating: 1/5 This is Buffalo's job, a service-provider to Reliable. Buffalo takes 3 DAYS to log your order on their tracking service ie it takes 3 days for them to send a line - 'Order Confirmed' (this made me uneasy from the first day). There is too little information on the tracking site hence there is a glossary of terms in the email which you get from Reliable. This confused me greatly (admittedly if I had sat down and read more accurately I would have understood better) However the confusion could be mitigated by Buffalo having more descriptive terms. Buffalo is extremely difficult to get a hold of to question should you need some assurance (they have a telephone number but most of the extensions simply direct you back to the website). The chain of command is: Customer- Reliable- Buffalo- Fastway or similar so it can be confusing.

Professionality Rating: 5/5 As I mentioned earlier, they are very accommondating and friendly.

Speed Rating: 4/5 It took 15 working days for my package to arrive, not fast but considering that its a non-standard item, understandable. (In my opinion giving an email with the ETA immediately after the order is made would be good but the ETA needs to give them more flexibility- ie if you tell me 2 weeks, I want my package in 2 weeks so just tell me 3 weeks instead).

Cost Rating: 4/5 the free shipping limit is higher than similar online stores however you can get good deals on non-standard items that makes up for it.

Would I use Reliable again? Yes, I got my package and now that I know the setup I have more confidence and I know who to contact.

Would I recommend Reliable Store to friends? Yes, however I would explain the process to them.

Closing: Guys, I'm rooting for you. I like your idea and I like the fact that you are providing a local service. However I would recommend addressing these few issues if you would like your company to grow to a strong, well known name. 1. Fix the telephone number on your site. 2. Get Buffalo to eliminate the 3 day delay and get them to use more descriptive terms thereafter remove the glossary from your email. 3. Provide a realistic ETA immediately after order either via email or via Buffalo.