I was not pleased with the product and decided to cancel my account. Before that took place, the company had already shipped and billed my credit card for the next month's shipment ($79.62, plus $2.38 foreign transaction fee?). I called (877-233-4031) to cancel my account on 11/30/09, and they provided me with an RMA number and a ship to address (3007 Greene St, Hollywood, FL 33020-1037). They stated that upon receipt of the returned product, they would forward to the Refund Dept, and it would then take 5-7 days for processing to credit my credit card account.
On 3/8/10, after still not receiving any credit on my credit card account, I called them back (spoke to Sherri). She had me on the phone for over 30 minutes while she "investigated" the return and confirmed that they did indeed receive it back, and that she would turn in a report to the Refunds Dept for them to process my refund claim. Again, that would take 5-7 days.
On 3/30/10, yet again not receiving any refund, I called back a second time, and spoke with Andi. And again, after being on the phone for over 3o minutes, she told me that she saw the return info on my account, and told me that she would have to turn in another report to the Refunds Dept, because she did not know why the refund did not take place yet. I told her that this was not acceptable and then asked to speak to her management. She turned me over to he Supervisor (Eva), who kept me on the phone an additional 15 minutes while she investigated my account, and she told me the same thing that Andi told me - that she would turn in another report to the Refunds Dept so that it will alert them to process my refund claim.
On 4/29/10, completely outraged because I have not received any refund to my credit card for the product I had already returned close to 4 month's ago, I called back for the 3rd time! I spoke with Jade, and yes - he kept me on the phone for over 20 minutes while he investigated my refund claim. He proceeded to tell me what I had already heard the 2 previous times, that he had to issue a report to the refund department. I stopped him in mid-stream of the conversation and told him that this was again not acceptable and would like to speak to his management. He was pretty adamant at first, not wanting to transfer me over to his management. He finally transferred me to his Supervisor - Bill. Surprise, surprise, he kept me on the phone for over 15 minutes while he investigated my refund claim. Only this time, he stated that he went to the Post Office website to check on the tracking number for the product I returned back in December of 09, and said that it showed that the product was indeed received back, but it was received back to the incorrect Zip Code location. It should have been Zip Code 33020, but the tracking information was 33019. I stated back to him that it should not have mattered that the zip code was incorrect, because it showed that it was delivered to the same STREET address and same CITY and STATE, and that it was received somewhere because you had confirmed that it had been received even before you went to retrieve the post office tracking information. Now sounding irritated, he stated to me that he would ONCE AGAIN turn in a report to the Refund Dept, only this time he stated that he could not guarantee that I would get a refund because 120 days had expired to return the product, and I would have had to return it before then to be able to get credit for my return. At this point, I was furious. I stated that the employees of his company "investigated" my account 2 previous times, and did not detect that the product was shipped to a supposed incorrect zip code location, so it was their fault that the 120 days had expired. I proceeded to tell him that it was not my responsibility to make sure that the product retuned was delivered to the correct dock, specially since you had already knew and confirmed that it was received back, and that it was the post office that made the error with the zip code. He re-stated back to me aggressively that once again he could not guarantee that I would receive any credit to my account, since 120 days had expired. I then stated to him that I will be turning over my purchase account information, their company name and address, and their website over to the Attorney General and the Better Business Bureau in my home state and the state of Florida, and then hung up.
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