On December 13th I put a purchase order on www.bigappledirect.com (#57781) for a washer and dryer ($2,376.16). It used an international credit card as a payment form. The company accepts international credit cars.
After they charge the card a representative of the company: Mr. Tony, asked me for a proved of identity. I sent by email a scan of the credit card (both sides), passport and my country ID (Venezuela) as prove of my identity. I also sent copy of the ID of the person that will receive the items in US (Houston TX). After days of no answered I decided to call. Mr. Tony informed that it wasn't a problem with the credit charge, they were just verifying with the credit card company the identity. On December 29th I received I email (2 lines) from Tony saying he couldn't check the identity and he will cancel the order.
I called back to get more information but Mr. Tony were out for his vacations for 2 weeks. After calls and asking for somebody to give me the answer nobody could give me any answer about my case because Tony was the only one, the only person of the entire company that have access to mi file.
By the first week of January the money wasn't back in my credit card, and because credit card limit I couldn't buy anything in another store. After calls, I spoke with Tony's assistance and he told me that the order it wasnt cancel, it was still in process and I should wait on January 11th for Tony.
I called on the 11th and he told me he just get back from vacation and he need to get in track of everything. He didn't call me back. I called again on the 13th and he left the office, and again, nobody could give information. Finally I talked with Tony today and he told me he cancel the order from the beginning (last year) but the money is not back.
The credit card is in order and is from Venezuela. Unfortunately in Venezuela we have a money exchange control from the government. The government allows using $3,000 per year in online purchases until 2007. For 2008 is only $400. Because Big Apple Direct didn't put my money back before the end of the year I couldn't use my credit card and I lost the chance to use that amount. And now even if the put the money back, the limit is just $400. I want they to be responsible for that lost.
Is important to say that the people on phone support were rude, they weren't will to support to give answers. Any supervisor were available to take decision on Tony's absence, etc. They hang up on me several times.
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