On Jan 12, I ordered 3 rolls of wallpaper border from the USA Wallpaper website. I received an order confirmation email on Jan 13.
On Jan 14, I received an email from [email protected], telling me that my order was on backorder, with an expected ship time of 1-2 weeks. I replied to that same email address, asking if it was common practice for them to charge a credit card when an order was backordered and not shipped. I order lots of things online, and am accustomed to companies not charging my card until the order ships. [email protected] responded:
"In reviewing your order I see that the pattern selected is not one that we stock in our personal warehouse, but rather ships directly from the supplier to you. Since this is the case, our policy is to charge at the time your order is processed due to the item being shipped from an outside warehouse. Your order can and will ship at any time, usually without immediate notice to us."
At the end of January, I called in and asked them the status of the backorder. I was then told that it was going to be another 2 weeks. As I was not willing to wait any longer, I verbally told the rep that I wanted to cancel the order, and wanted a refund. She told me that I would be receiving a cancellation confirmation email.
9 days later, On February 9th, I did receive a cancellation confirmation from [email protected] that email, it says
"If you wish to check on a pending credit, please email your inquiry to
[email protected]"
So on February 27th, I wrote to [email protected], asking the status of the refund.
To date, I have received no reply from usabeckie.
On March 7th, I forwarded the email I had sent to usabeckie to [email protected]. I told her I had had no response, and asked her if she could assist. Lynne M was a very nice lady, but unfortunately for me, not much help in my case. She confirmed that my order had been canceled on 01/30/09. She also told me that it could take up to 2 months for a refund to be issued, whether it was a debit or credit card. I had paid with a debit card, and found that hard to believe, as I knew from past experience that my bank processes this type of thing very quickly.
I got busy during the month of March, and left this pending until I had time to deal with it. At this point, I had already invested far more in terms of time than the $47.00 and change that the order had cost me. But it is indeed the principal.
On April 3, I called the customer service number listed on the website again. This time I spoke to a lady named Monica. Another nice lady, but another case of no help. Monica looked at the notes on my account, and told me that she could see that refund requests had been made, but that so far, there had been no response by the accounting department. She put me on hold, then came back and told me that she had tried getting ahold of the accounting supervisor, but that the lady was not picking up. Monica and I agreed that she would contact me via email before the end of the day to update me on my situation.
Monica did as she promised, however, there was a slight mix-up in what my situation was. Once I responded in email and reminded her of why I had called, she let me know that she had, indeed, made the accounting department aware of my situation. Quoted from that email:
"I am so so very sorry that I had sent you the wrong email response. I most certainly sent an urgent request onto the accounting department on your behalf, and unfortunately, I still have not heard anything back from them regarding this. I have just sent another urgent email to the accounting department manager and let her know that your plans are to dispute if this is not immediately. Again, I apologize."
And that is the status of as of today. I am going to my bank this afternoon. A representative there with a lot of experience beleives that she can get it chargedback, even if it was on a debit card.
I am also posting this to complaint in the hopes that no one else gets taken by USA Wallpaper. I am also going to report them to the police department for theft, to VISA for theft, and to the FCC for theft.
In short... Just don't order anything from USA Wallpaper. They are credit card scammers.
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