Freshpair.com

Full review
FreshPair.com seems to be concerned only with receiving orders and collecting payments. If your order actually arrives, it's a happy accident.

Beware the free shipping offer. Nowhere on the site do they tell you free shipping is via FedEx SmartPost, a service in which FedEx delivers to a nearby post office and the postal service completes the local delivery. In my experience, FedEx SmartPost and similar ship-to-postal services never work. And once the package has left the FedEx network, they wash their hands of any responsibility. If I had known it was FedEx SmartPost I would have paid the $5 for USPS Priority Mail.

My package was handed off to the postal service in Denver, CO about 450 miles from my home in Albuquerque, NM. The FedEx tracking site never says that they did the hand-off, only that the package left their facility. It took 2 phone calls to FedEx, each requiring me to enter the tracking number 5 times, to reach a CSR who could tell me my package was in the postal service and FedEx was no longer responsible.

The local post office was able to confirm that my package was handed off to them, but the had no further information.

Fresh Pair's customer service line was no use either. The CSR was proficient and courteous, but said they couldn't investigate anything until 10 *business days* days after the shipping date. Also, the day FedEx says they received the package for shipping doesn't count, it's 10 business days from when my package actually departs the original FedEx station.

If and when my package arrives I will be returning it to Fresh Pair unopened and demanding a full refund. Anymore, customer service departments are supposed to protect the company from customers and our pesky feedback. If their completed sales don't decline they will never know how they are failing us.

UPDATE 28-Apr-2009: When I called Customer Service after 10 business days, I was told I had to wait 15 days after package departure to begin a trace. Anyone care to wager what I'll be told the next time I call?