I ordered two items online via their website. Both were on sale and had discounts for shipping. Both also included a rebate. When products arrived at the shipping center, one was the wrong product the other in very poor condition. I refused receipt and had them send it back. I contacted their customer service immediatel and advised them of the situation. CS stated that the correct products, in good condition, would be sent out as soon as the original products arrived. Months go by and no product. Attempting to contact CS requires an extended amount of waiting time (up to 30 minutes) just to be transferred 3 to 4 more times (also up to 30 minutes each). Once contact was made, CS advised that there was no such order in the system. I explained the situation and had them reorder the items. I confirmed that I was going to be billed the same amount prior to disconnecting. The correct items arrive and in good condition. I receive the credit card statement and notice the price is considerably higher - approximately $180 minus potential rebates. I speak with CS again. I am told the corrections are made. Next statement does not reflect that. I call again and am told that I am a liar. Apparently during this ordering and reordering process, they had changed computer systems and locations of CS. I am transferred to between the two to rectify. The CS operator from the old system confirmed my story. The CS operator from the new system continued to call me a liar and began calling me names and arguing with me. Agreed to make the changes and then hung up on me. I called back and filed a complaint. No progress made. Next statement arrives with no corrections made. I call again, I ask to speak with a manager. Manager states that the notes state no more corrections. None have been made making that an incorrect statement. He is adamant. I call back and am told that shipping charges cannot be reversed or changed. The cost of the items cannot be changed due to some timeframe being exceeded. I am told that a gift card will be sent for a compensating amount to help cover the overcharge. It has been several months and no card. I am exhausted in being placed on hold just to be transferred and be placed on hold again for empty promises. During this whole ordeal, the rebate offers have been expired (at least $75) and the increase of the product and shipping was never adjusted. Each time I spoke with the CSO they said that they were placing notes in the system. I also took notes for most contacts.
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