Unfulfilled Orders - 2018 Shipping Issue

Complaint

Some customers have reported that they did not receive their order, or their order was marked as shipped and they did not receive tracking information.

If you believe you have been affected by this, please read below and send us an email immediately - we want to ensure we resolve your issue as quickly as possible.

The Problem

During the latter-half of 2018, we experienced a series of technical problems with the integration of our shipping and fulfillment systems that mistakenly marked some orders as fulfilled, when in-fact they had not been packaged or shipped. We believe it effected as many as 200 orders, but it could quite possibly be more, as we continue to search and filter through old orders. Initially, many customers contacted us to make us aware of the shipping problem, and we began to immediately address the issue by trying to find these orphaned orders, secure stock, and get them shipped as quickly as possible.

We completely understand the frustration that many of our customers have experienced, and apologize sincerely for the inconvenience and position that we have placed them in.

We've been in business for more than 7 years, and have successfully shipped 10's of thousands of orders to satisfied customers from one end of this great nation to the other.

We have been greatly appreciative to all of our loyal customers, including those that may have lost faith in us during this time of crisis. We understand, and we are working to ensure this can never happen again.

The Solution

Since this issue was discovered, we have fixed the connection problems, and have updated our shipping and fulfillment systems to no longer automatically mark orders as fulfilled until other system checks have been confirmed.

We have been scanning our orders looking for orders that may have been caught up in this technical problem, and contacting recipients to confirm if they have received their order. We are also directly resolving problems with orphaned orders for all customers who contact us directly by email or telephone.

Are you affected?

If you believe you have an order that has not shipped, please send us an email to orders@bmtsupply.com and reference your order number or anything else that will help us locate the order and research the problem.

If you discovered this page from a reference to a complaint or negative review (BBB - Better Business Bureau - or forum) of Badger Mountain Supply, you can email us with your concerns or questions, and we will be more than happy to address them as well as ensure your orders are processed accurately and timely.

Thank you, All of us @ Badger Mountain Supply