In December, I ordered some DVDs and books online from this company. I seem to recall specifically declining the "bonus" vitamin/supplement materials, since I already have my own supplement program AND I *never* subscribe to automatic recurring-shipment programs unless/until I try the item out first.
The DVD/booklet package arrived (late) in January — and included two bottles of supplements. There was no indication that I had or would be charged further. I called the "Customer Service" number on the packing slip, which is a third-party order processing center that (supposedly) entered the cancellation order.
On February 17, I received a package by USPS First Class mail containing two more bottles of vitamins/supplements. Strange, since the packing slip showed (unspecified) charges on 1/16 and shipment on 1/17. A full month for first-class delivery?
I immediately called the "Customer Service" number on the packing list. They claimed no record of a previous cancellation. They further claimed that their records from the postal service showed a confirmed delivery on 1/26.
Nine days for first-class delivery? Another 23 days to actually show up in my mail box?
They also noted that yet a third shipment had "already shipped yesterday" (2/16), so they would not be able to cancel that shipment or the related charges. However, they claimed to have cancelled my subscription completely and effective immediately.
They also claimed to have contacted "Heather" at Close Combat while I had been waiting on hold. They assured me that they would follow up with her, and that I should expect an email and probably a call from her — the next day, if not later that same day, since I was clearly unhappy.
It is now 2/20, and I haven't heard from anyone yet — EXCEPT that I just received an automated Order Shipment Notification by email. This document cites 2/19 as the shipment date — TWO DAYS AFTER the latest order supposedly had "aleady shipped".
A little investigation with American Express now tells me that Close Combat charged me $99.95 for each of the already-cancelled orders. This for two 30-day bottles of vitamins/supplement and a "newsletter" which, by the way, I've never received — by email or otherwise?
On the Close Combat Training website (www.closecombattraining.com), I could find no link to *any* email address or true Customer Service telephone number for the company. The tab for Contact provides no direct method of contact other than the third-party Order Processing folks, a fax number, a line for inquiring about personal or corporate training sessions, and another number for Media Relations.
The telephone numbers on the packing slip are the third-party order processing outfit, who apparently won't/can't give out an address or phone number for their client. Neither will they give me their own company name. Hmmm.
(The packing slip shows an address for a US Consumer Proucts in Coatesville, PA, under a Close Combat logo, but those guys may well just be an "innocent" fulfillment center.)
The Close Combat Training promotional website (www.tryclosecombat.com) did show the address of 1000C Lake Street in Ramsey, New Jersey, for The Close Combat Company, LLC. AT&T's online telephone-number search found no telephone number for that name or address.
A little Google research provided information on a previous complaint here on usacomplaints.com... AND the telephone number of (917) 546-6870 from a Dunn&Bradstreet summary listing.
When I called that number, the recorded voice of "Captain" Chris Pizzo referred me — once again — to the numbers for the third-party processing centers. To reach anybody else, you have to already know their extension. No names or departments were listed by the automated system.
So I called the "Media Relations" extension from the website and got the voice mailbox of Heather Campanelli, a "registered dietician and chief operating officer". [It was admittedly after-hours in New Jersey, so maybe voicemail is to be expected.]
I would like to wait before filing this report until Ms. Campanelli has had a chance to respond to my voicemail message. But frankly, I'm more than a little skeptical that I will ever hear back from these folks. If I do and they address the problem satisfactorily, I apologize in advance for not allowing that extra time.
Series of ineffective procedures and honest mistakes or misunderstandings (perhaps even on my part)? Or something more "sinister"?
You decide.
PS — This next part is just my opinion, but I thought the DVDs and printed materials I received were somewhat lame, especially for $197.
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