On Monday morning, March 2, we contacted Foster Fuel of Brookneal, VA to place an order for diesel fuel. At the time of the call, we were provided with a specific price for the fuel. However, by Thursday, the order had not yet been delivered. When we followed up with the company, we were informed that the price had increased, and that as of Monday afternoon, a credit card was required to guarantee the quoted price from Monday. Unfortunately, the company did not reach out to request a credit card, nor did they honor the price that was initially offered to us on Monday morning.
Due to the company's refusal to honor the original price, we were forced to cancel the order. During our communications, the Vice President explained that had the delivery occurred on Monday, the original price would have been honored. However, despite placing the order on Monday, we had no control over the delivery schedule. Multiple company representatives informed us that they were unable to resolve the issue. In fact, one representative acknowledged that the company should honor what was promised, but the Vice President ultimately stated that honoring the original price was not possible due to a potential $400 loss.
Having been a customer of the company for over 20 years, we expected a higher level of service. While the company engages in charitable activities such as land donations, it is disappointing that they would not support long-standing, loyal customers in situations like this. The core issue is not the reason for the price increase, but that the company failed to uphold its promise to the customer. This experience is disheartening and reflects poorly on how the company treats its loyal customer base. read more