On May 31 I placed an order for a Frog Mineral Pack and a case of 4 filter cartridges. The Frog mineral pack shipped the next day and I recieved it on June 7th.in the confirmation email there was no mention of the filters. After recieving the mineral pack I emailed (June 7th) customer support asking as to the status of the filter cartridges.
On June 9th I recieved a reply:
"The warehouse these are shipping from has been having system problems they have assured us that all tracking numbers should be emailed on Monday, please be patient we are working to get all of the information you have requested.
Thank you
Support Department
SPE / LPPS"
As Monday the 11th came and went without hearing any information I e-mailed tech support once again requesting that the filters be canceled and my credit card refunded. I did not recieve a reply and resent my e-mail once again on the 16th and recieved the reply:
"Thank you for sending your request to the Support Department.
We have gotten your request and are working to get the information you are looking for.in most cases we have to contact the manufacture your product is shipping from. We will try contact within 24 to 48 hours, sometimes our manufactures take several days to respond.
If it does take longer please be patient we are working to get all of the information you are requesting.
Thank you
Support Department"
Called customer support on the 22nd of June and of course was told that I had to email support. I told the gentleman that I hasd already done that and would like take care of the matter on the phone. I was placed on hold briefly and another gentleman came on the line and stated that they could not refund until they had confirmation from the supplier that the product had not shipped. I stated that after 3 weeks it was likely it hadn't and I wanted a refund. I was told that nothing could happen until they had confirmation and then was hung up on.
It's now June the 27th and still no word on either shipping of the cartridges or a refund.
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