I ordered a solar fountain on 6/25/05, and paid extra for 3 day delivery. According to the website, the fountain would ship on the same day that it was ordered. When the item did not arrive on time, I emailed the company and got no response. I emailed again several days later, and again got no response.
During this time, I tried repeatedly to call, but got a busy signal each time. I finally spoke with a customer service representative on 7/7/05. She assured me that the fountain had just been received at her company, and had shipped the day before, and gave me a tracking number. She also informed me that the company would refund the 3 day shipping rate I had paid. She could not answer my questions regarding the company's failure to inform me of the delay in shipping or sending the email the website says they will send when the product has been shipped.
When I attempted to track the package, using the tracking number she had given me, I realized that the tracking number did not exist, even though I had read it back to the company representative. I again emailed the company and received no response. I could not get through on the telephone, and there was no response to my on line customer service inquiry. On 7/11/05, I received a small package from the company, and realized that they had sent me a pump for the fountain, but still no fountain.
I finally succeeded in reaching a person by phone, the same person that I ad previously spoken to. After some time and much confusion, she informed me that the 3 day shipping only included the pump and not the fountain, so I would not receive a refund for shipping costs. She stated that I should receive the fountain in another week or so. When I asked her why I would have paid extra to receive the pump ahead of the fountain, she had no response. When I asked to speak with her supervisor, she hung up on me. I was unable to get through by phone again, and, once again, there has been no response to my emails. This company does not seem to care about their customers or their reputation, as i see that i am not the only person that has been ripped off. I have filed a complaint with the BBB.
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