I ordered two items online through their website. Both were on sale and had discounts for shipping. Both also included a rebate. When the products arrived at the shipping center, one was the wrong product and the other was in very poor condition. I refused receipt and had them sent back. I contacted their customer service (CS) immediately 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 went by and no product came. Attempting to contact CS requires an extended wait (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 before disconnecting.
The correct items arrived in good condition. I received the credit card statement and noticed the price was considerably higher, approximately $180 minus potential rebates. I spoke with CS again. I was told the corrections were made. The next statement did not reflect that. I called again and was told that I am a liar. Apparently, during this ordering and reordering process, they had changed computer systems and locations of CS. I was transferred between the two to rectify it. The CS operator from the old system confirmed my story. The CS operator from the new system continued to call me a liar, began calling me names and argued with me. This operator agreed to make the changes and then hung up on me. I called back and filed a complaint. No progress was made.
The next statement arrived with no corrections made. I called again and asked to speak with a manager. The manager stated that the notes say no more corrections. None had been made, so that was an incorrect statement. He was adamant. I called back and was told that shipping charges cannot be reversed or changed. The cost of the items cannot be changed because some timeframe was exceeded. I was told that a gift card would be sent for a compensating amount to help cover the overcharge. It has been several months and there is no card.
I am exhausted from being placed on hold just to be transferred and be placed on hold again for empty promises. During this whole ordeal, the rebate offers expired (at least $75), and the increase in the price of the product and shipping was never adjusted. Each time I spoke with CS, they said they were placing notes in the system. I also took notes for most contacts.
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