Yesterday was the first time since July 22nd that I have been able to get through to the company. However the answering machine still says that customer service' is closed. I have been on hold twice yesterday and twice today (for 20 minutes each time) and still not gotten through to anybody.
I still have no camera and no refund, and no email from the company claiming liability for the double billing, as they promised. I have written a letter to them as well and have heard nothing back. As you can see I have copied this email to them in the hope that they will reply. Sent: Wednesday, July 27 11:48 AM
I have tried calling again today but the answering machine still says that the office is closed at this time. I still have had no response to my emails and no evidence of any refund or delivery of my camera.
It seems this matter is not going to be resolved directly with the company but I will keep trying and keep you informed. Sent: Tuesday, July 26 10:11 PM
I have just filed a compliant against this company. I am forwarding you recent email communication that they have not responded to. I have had to email as neither their fax nor their phones are responding. I have also sent a printed copy of the original email to them as well.
I will copy all emails to you for your information.
Sent: Tuesday, July 26 11:40 AM
To: '[email protected]'
Subject: FW: FAO The manager, order no. 191472, cusomer ID 90721, Olympus C-7000
I am sending this email AGAIN as it was sent 4 days ago, you have had 2 business days to reply and I still have not heard anything from you not even to acknowledge the receipt of this email. I have not been able to fax as it does not respond and despite it being a normal business day your phones say you are closed.
I still have not received my camera, nor an email confirming double billing. I now wish to cancel my order completely and wish a refund of $822.38 the total billed to me and now owing as i have no merchandise yet despite two months of waiting.
I have now reported this to American Express', 'rate a merchant' and The better business bureau' to see if any of the have any impact on you as obviously I do not.
Sent: Saturday, July 23 10:09 AM
To: '[email protected]'
Subject: FAO The manager, order no. 191472, cutomer ID 90721, camera-C-7000 Olympus
Order no*
Customer ID *
Date ordered 6/1
Date processed 6/30
Olympus C 7000
Item still not received
Double billing
I am writing to express my disgust at the service I have received from your company and wish this matter to be resolved post haste.
I originally placed an order for a C7000 Olympus camera on 6/1. I had called twice to check what was in the package as there was little information on the site. I was assured that despite the price of $249 it was a full kit.
On neither occasion was I advised it was an import and placed the order, requesting 3 business days delivery. Four days later I was called to verify the order; I returned this call immediately and was advised that it would be shipped the next day.
I called back to upgrade the shipping as I realized it would not be here in time for our vacation and, after being on hold for 30 minutes, got a very rude, aggressive and abrupt man in shipping. He advised me that camera was not in stock, would not be in for another 5 days, that I would not be charged 3 business days shipping and that I should have it in two weeks.
I called again on my return from vacation as there was no camera! This time I actually got someone who was helpful and polite, who apologized and advised me that it was an import and changed the order over to the USA kit.
Two days later, my order was processed on 6/30/05, my credit card billed which according to your policy means it was shipped and two weeks later I still had no camera. I called again to complain and was advised that $9.99 would be credited to my account the difference in standard and 3 business day delivery. This was on 7/18/05, instead someone billed me again for $411.19.
I called again, and was advised that it was credited by some irate employee, three days later it still was not!
I called on 7/22/05 and was advised by Darney (I have started taking names so they can be accountable) that your system would not allow another credit to be entered so you would send an email, admitting liability and that I was then the one who had to forward it to my credit card company! I was also advised that the camera would be here Monday or Tuesday at the latest (same story every time) I STILL HAVE NOT RECEIVED THAT EMAIL EITHER
Firstly I would like an apology for the appalling way I have been messed around. Secondly I want my $411.19 and $9.99 (although now I think all shipping should be refunded), refunded immediately. Thirdly if my camera is not here by Tuesday 7/26/05 I want the whole order cancelled.
It is not a matter of wanting it now. I need it now. I would rather pay more money for it and receive a decent service, and not have to call every other day to sort out something that is not my fault. I have more to do that wait on hold for 20-30 minutes every time I call.
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