I placed my order for 1 gallon of XTane on 12/14. My account was debited via Paypal for $92.55 on 12/15.
I sent an email on 1/5 indicating that I had not received my order.
I received a response on 1/6 saying that it appeared to be lost in the mail and the order would be reshipped via FedEx, I was told that I should receive it within one week.
I sent an email on 1/30 saying that I hadn't received my order, to please cancel and apply a credit.
Called the toll free number and spoke to Joe (no last name given) on 1/31 and he said that they had a computer virus which also affected the phones. He said he would resend FedEx and again I should have it within a week.
I called on 2/14 and told Joe that I had not received my order and I would like a credit. I was told this should also take a week.
I included this information in an email on 2/15 and sent this to the email address provided on the internet site along with the comments below:
I received the merchandise with no problems the first time I ordered it and am disappointed in getting such poor service since. I probably would have been a long time customer and now I have lost my confidence in your company. I'd appreciate it if you would credit my account asap.
If the company was having legitimate issues it should have been communicated up front. Other than the conversations mentioned above I called other times in this process and left messages and received no response. I also sent a couple of emails to which I received no response. If I have to file a complaint that's what I will do however I hope that isn't necessary.
Regards
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