H & R Block, Digital River
Bait & Switch

H & R Block sent previous customers like me an email saying that if I pre-ordered their 2006 Tax Cut software, they'll give me a free subscription to PC World. It also said I could choose either downloads or CDs and if I chose CDs the S & H would be free. I didn't care about the magazine much but I like the software so I clicked over and ordered.

Soon I received an email saying my credit card would be charged when the software was available for download sometime in November. Download? I ordered CDs. So I went to their Customer Service (misnomer!) page and told them their system had made an error on my order.

I got two replies: an email telling me exactly how to download and another one from Kendra B. Saying this offer was for download only. I replied with sections of their email cut & pasted into my email showing that it offered CDs, not just downloads. Kendra ignored me.

I also tried to use the Cancel My Order link on their CS page but it always replies, "Your order is in the process of shipping and can't be cancelled." Excuse me? A download in November is in the process of shipping?

So I wrote three more emails until finally I got an email From Elizebeth S. Saying she had entered a Cancel Order. But that was almost two weeks ago and according to their website, the order is still in place (and can't be cancelled).

As the last straw, I wrote postal letters to Mark Ersnt, HR Block's CEO and Tim Gorkey, President of their Tax Services division. I got an email reply from Ryan F., another flunky on their Customer Support Team, saying he too entered a Cancel Request. But he didn't know why I was upset - despite what theur system says, they were going to mail me CDs.

I figured my order was finally cancelled until an email came in today. It was a "friendly reminder" (their words) reminding me that I paid for my order with credit card XXXX, which will be charged soon and thanking me for my business. GRRR!

My advice? NEVER, EVER deal with HR Block. The software isn't bad but their online ordering and customer service functions, which which I belive iare subcontracted to Digital River, are a disaster!!

Company: H & R Block, Digital River
Country: USA
State: Missouri
City: Kansas City
Address: 4400 Main Street

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