I ordered a product from Overnight Genius (which I will refer to as 'OG' going forward) on 2SEP. Per their free trial T&C, one must receive a product within 10 days of order before deciding to return, to be eligible for an RMA # to return the product.
OG sent receipt of payment for shipping free trial, but no tracking number.
On 10SEP I called because I had not received the product and was concerned I would not get to evaluate it before the 10 day free trial was over. The customer service reps and their supervisor (Aaron Bailey - aaron. [email protected]) all had an attitude when they picked up the phone. They did not exchange any friendly greetings and all had aggravated tones - must get a lot of complaints.
I asked how could I evaluate the product when I had not received it - they told me that USPS confirmed the product was delivered. They told me it was not their problem, but mine with USPS. I have never failed to receive a USPS package at my apartment.
I had to ask them to send me the tracking number (why they withhold it is probably to increase the chances you are caught unawares if there is a shipping glitch, so they can autobill their customers who can't cancel the free trial without receiving the product 1st).
They offered to cancel the account for a $20 fee with no further billing. I explained this was ludicrous, that they had no sympathy for my situation, and expressed my anger at the rudeness of their tone. The reps and supervisor replied back with more rudeness than before, especially after I said the situation was unacceptable and they needed to:
1. Cancel any rebilling
2. Refund the original shipping price
seeing as I never received the product
They refused without apology. I told them I would be filing a complaint with the BBB, reverse any charges with my credit card company. They told me to go ahead.
So here I am.
My solution, my wasted time:
I called the USPS to inquire about the item with the tracking number. The USPS website only shows that it was delivered to my city and ZIP code, no address.
When I called OG to say they could have entered my address wrong, they acted incapable of error and said that's not a possibility. I asked how could they confirm when the USPS only provides confirmation that it was delivered to my city, not my exact address.
I asked the supervisor if it was in the T&C that delivery confirmation would absolve OG of any responsibility in shipping error. He said yes, I viewed the T&C in my e-mail and on the website and it is not.
*A company which doesn't know about its own policies, and absolves itself of any responsibility in shipping glitches is trying to scam consumers*
So I asked a customer service rep just to cancel with the termination fee, which I will dispute with my credit card.
My costs:
1. $7.46 for initial Shipping Handling and free trial of goods never received
2. $19.95 cancellation fee
3. Lost work time dealing and researching this horrible company
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