12-19 Called automatic ordering service and ordered 2 vacuums at the TV offer price of $293.36 with a free steamer as purchase gift.
12-19 Was confused at the vague details of the ordering and called the customer service line to confirm the order with an actual person @ 800-716-8667 Was forwarded to a different 800 number and was on hold for 35 minutes then disconnected with no reason.
12-21 Visa card charge $ 293.36
1-10 Visa card charge of $79.90 by WINDSTORM CITY OF COMME CA DEBIT
1-10 Called to inquire on what the charge was for and was disconnected yet again.
1-11 Called @ 8 am Pacific Standard Time. Answered and gave my name. Was put on hold. Spoke with GLORIA @ ext. 125. She said that my account would then be cancelled per my request as well as the filter program and that the vacuums would be picked up at our house by their courier within 30 days. She said that we will have to pay for 2 being returned since we only ordered 2 but received 4 a total of $37.00. She said to get the tracking number from the courier and a signature for the package. She advised that I would be able to keep the steamer with no charge except for the shipping for it. She said that upon receiving the vacuums there in New York, that they would refund our money.
1-30 Called and spoke with Gloria again and she said that it was scheduled for pick-up within the next three weeks. To wait and I would get a phone call the day before the pick-up.
2-8 Another card charge of $79.90 by WINDSTORM CITY OF COMME CA DEBIT. After I had been told that the purchase order had been cancelled about a month ago.
2-17 Called @ 10:41 am Pacific Standard Time and asked to speak with another Customer Service rep. Spoke with Stacey and was told that she did not have an extension to be reached at directly. Repeated all the prior communications and details. I asked when they would be coming to be picked up at. She told me that my account had not been cancelled and that they do not pick up items from residential homes with a courier. She said to send the four vacuums and the filters and that upon receiving the items I would be refunded. She said to send the invoice, receipt for charges on the shipping, and then I would be refunded the $453.16 that had already been charged and refunded the shipping costs. I asked to speak with her supervisor named Monica S. And left a complaint message about the way I had been mistreated on prior occasions.
3-2 Called and forwarded to Kathy the receptionist. She took an ASAP note for a call back from a Windstorm customer service representative. Said that I would be receiving a call back sometime this afternoon.
3-2 Received a call back from Anna @ ext 131. She said the arrangement would be for me to return the vacuums and the refund would then be processed to my account less the 34$ of shipping. The 34$ of shipping would be offered as a voucher to buy any item from the Igia company website. She said the confirmation letter would be arriving within a week stating the details of the arrangement.
3-16 Called and spoke with Lynn @ ext. 123 she said that she would have the agreement in writing about the return of the vacuums and the refund then processed to my account less the 34$ of shipping. The 34$ of shipping would be offered as a voucher to buy any item from the Igia company website. She said the confirmation letter would be arriving soon within a week stating the details of the arrangement.
4-4-06 Called and left the message with receptionist told again that I would receive a call back this afternoon.
Called AGAIN and left a message again with no return. Emailed the IGIA company with the following to igia.com/index. Cfm? Page=4
I am requesting "customer service" immediatly. I have called the "Corporate Office" 7 times @ 212-575-0500 requesting help and have not received any help whatsoever including a lack in returning my messages. I have been calling since December and I am very disatisfied with this so called "customer service". Please reply to this request so that this matter may be settled. I have already contacted my lawyer and I am a leader in the advertising industry of the entire Western United States. I am willing to advertise a very public complaint against your company if I am not contacted. Thank you for your time.
(I have still not recieved a return email and it is now 4-20.)
4-5 Called and left another message for a returned phone call.
Finally had a returned call and spoke with Maria at ext 131. She had been working there for one week. She notated that I had been through a lot of havoc with all this and that I want it settled immediatly. She put an order in their system for call tags to be sent to us. Basically they are a return item sticker that is put on the box then we call UPS and have it picked up free of our charge. Should be arriving in a week or two in the mail. Checked the address in the computer and they had the right address for us. She listed also that we request a full refund in the amount of $453.16. It is a 21 day process time from the day they get the package until I will see the refund in the mail or to the account. So this should all be handled in about two months from now.
4-20 Still no mailed out call tags received. Called and left another message with no returned call. Called a second time to get address and was hung up on from the receptionist. Called back and recounted what she had done and advised that she put the customer first rather than herself. Was then transferred to message center to leave a message and did so. Advised the message person to also put the customer first. Also advised that she look for another place of employment due to the way business was being handled by that company, and that she was working for a very unstable company.
I was sick of waiting for a call back so I called back and said that I was a lawyer representing my client Erin Basso and was put through immediately. Spoke with supervisor named Judy at extension 141. She said that they do not send out call tags during this time. I told her that I needed to receive a notice stating the grounds upon which the mail back and refund would happen. I told her that I would not mail it back if I did not receive the mailing. She said that it would be mailed out today and that I would receive it within the week. I told her that I needed it to detail when the money would be refunded upon them receiving my package. I asked for her supervisors name and she said it was Mrs. Evens and that she was out until next week. I said that I would be speaking with Mrs. Evans regarding this before sending the package back. I was told by Judy to be sure and have my lawyer call next time and to not lie about being one. I said that it was ridiculous that I had to lie and say I was a lawyer to even get to talk with a supervisor! I thanked her for her help and the phone call ended.
Erin
El Cajon, California
U.S.A.
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