Several years ago, I place a Christmas order over $150, which included free shipping. Several weeks later I called to inquire why I hadn't received my packages. The very rude customer service employee told me that I couldn't get my order because I didn't pay for shipping. I told him that the form I filled out said free shipping on orders over $100.
He then smarted off with, 'yeah, that's what the catalog says, you ordered two items that are only online so you have to pay shipping.' I requested to speak to a supervisor and he told me that there was not a supervisor there that I could speak to. I then told him to just cancel the order and refund my money immediately. He snidely said 'okay, I'll do that if you'll hold on a mintute.'
Several weeks past without a refund being posted to my checking account, I called and asked to speak with a supervisor. She told me that there is always a supervisor there for customers to speak with. She checked my account to find that my order was cancelled with a refund posted. She also told me that it didn't matter whether the items were in the catalog or online because I ordered over $100 worth of merchandise from the catalog.
She refunded all of my money without question.
On November 11, I placed another order, which I never received. They told me that they sent out a request to UPS to check on where the package was delivered. I had to call back three seperate times to finally get that sent to the UPS. Every time a customer service rep told me it they sent in the request and it would take 10 days. I was told this twice, and the third time I was told they wouldn't be able to send it out for another three days, even though they kept saying it was already sent out.
I finally received a refund for the merchandise I never received, but they are keeping my $12.99 shipping for items they supposedly sent me, that I never received. Their website states when you use a prepaid lable to return merchandise you will not be refunded your shipping. It also gaurantees 100% customer satisfaction but when I tell them I am not satisfied with paying $12.99 for something that I never received, they pretty much tell me, sorry about your luck.
I will never do business with collections etc again! I do not suggest it for anyone else unless you dont mind taking a huge chance at getting ripped off!!!
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