Very discouraging experience ordering online
I submitted an online order to Madden Bros. for five cubic yards of mulch. I received an email the next day noting that they no longer carried the type of mulch I had ordered; however, I did not notice the email until Saturday, when I saw that no mulch had been delivered. I checked my credit card activity to make sure I had not been charged for the mulch, and, much to my surprise, there was a charge for $234.33 and no refund. I called asking for a refund, but the person did not know how to issue a refund for an online order. She said she would call back, after talking to her manager. I never received a call back, so I called again and found that my refund would be disbursed by a check to be mailed to me. I found this to be very odd for an online order. I asked to speak to the manager, but he never called.
Next week I received a call from them letting me know that the check would be mailed today. I again explained my concerns with this process, noting how simple PayPal's refund process is (even sent them links afterwords), and how extremely unconventional and disconcerting this was when compared to normal e-commerce practices. They were very defensive and weren't very apologetic for the fact that I was charged and never automatically refunded for product that never shipped, noting,""that's how PayPal works.""
I did receive my refund, but I'm dissuaded from choosing them again. Not refunding my money as soon as they knew the order could not be fulfilled was distressing enough, but they also didn't seem to respect the fact that they were tying up other folks' money like this. The default behavior of PayPal is to draw from your checking account, so those funds could be our of ones' hands for a while.
Based on this incident, I cannot recommend Madden Bros. The mismanagement of web orders does not give much confidence in them overall. If you are going to work with them, I would definitely recommend that you stay far, far away from their website.