Drew in Old Toronto

'm very disappointed with my overall experience with Pure Filters. I placed an order on March 10, 2019. The website stated delivery within 3 to 5 days which I thought was excellent. My order also qualified for free shipping so this was an added bonus. After placing the order their online order status indicated my order was "Processing" and estimated delivery would be March 20th. I emailed their customer service address asking why their system was indicating 10 days for delivery when the website states 3 to 5 days. I received a reply same day stating that they will email the warehouse to process ASAP. The next day their system still showed the order as "Processing" so I asked for an update and the tracking number once available. Their rep Donna replied stating that she has asked for a tracking number and would provide it to me once she receives it. On March 17th, I received an email from Nadir (Co-Founder of the company) expressing thanks for my order and how they want me to have a great experience not just with the filters but their customer service. I replied back explaining that I was having difficulty getting accurate information as to when I could expect delivery of the filters I had ordered. On March 19th, I received a reply back from Nadir apologizing for the delay. He indicated that they have been swamped with orders and it was taking longer than anticipate to process. He offered to include an additional filter at no charge if I was willing to wait longer or else they could cancel the order with a full refund. I replied stating that I would accept his offer of an additional filter and that I would like to know when they expect to ship the order along with a tracking number. I reached out to him again on March 23rd as I did not hear anything back. Their customer service rep Donna replied same day stating very generically that she would send me a tracking number once available. On March 25th I sent another email asking for the tracking number or else to cancel the order if it had not been sent. Later that day Donna sent me an email with a Canada Post tracking number indicating that it has been sent and delivery was estimated for March 28th (18 days from my original order date). I received the package on March 27th however it was sent using CanPar so I'm not sure why I received a Canada Post tracking number. When I check it today it still shows the package as pending delivery. I have to say this was the strangest online ordering experience I have had in my entire life. I've been ordering from various sites online for many years and this was just plain weird. I won't order from this company again for a few reasons. First of all communication is vague and inconsistent. I could only reach their rep via email or online chat. I tried calling the toll free number but there is no way to speak to anyone. The message directs you right back to their online chat or email. Second, I understand that there will be times orders get delayed however there should be a message on the website indicating that they are unable to meet the stated 3 to 5 day delivery window prior to someone placing an order. Had I known this I would have gone somewhere else as I needed to replace our furnace filter rather urgently. Third, the shipping tracking number provided to me did not match the courier they used to send the order. Lastly, the colour of the filters received (looks like an aqua blue filter) versus the white filters shown on their website is misleading. I'm no filter expert so I'm guessing the colour doesn't have any impact on the efficiency or effectiveness of the filtration but who knows. I do have to say the pricing is hard to beat but not sure it's worth the aggravation to save a few bucks. Hoping that the company can sort out it's issues and make it a more pleasurable experience for others.