On November 9th, I ordered the P90X system online. During the transaction the website crashed and I received two confirmation emails for my single order. I called customer service to check if a duplicate order went through. The first rep I spoke with said there were two orders and I should call back in two hours to ensure it was cancelled. When I called back, the answering rep said there was no second order in the system and there is nothing to check. So I called agian and spoke with another rep who insisted the same. I asked to speak with the first rep I had contact with and of course they could not transfer the call. After several more days of calling and checking, they still insisted that a second order didn't go through. I believed them, big mistake.
On November 13th, I received my order within 5 days as promised. Life was good. Then a few weeks later, I received a second order on 11/24/08. Despite what customer service said and despite the notes that were supposedly in my account, I was sent and billed a second P90X system. I was told it must have been an unfortunate glitch in the system (the first of many). I followed procedure to have it returned and obtained a Return Authorization number. I was provided a partial refund for shipping (probably to placate me) and assured my refund would be processed as soon as the returned item was received.
By December 12th, I had still not received my refund. I was informed by customer service that the returned item was not listed in the system. Yet another system glitch it would seem. I had to provide my tracking # so they could call the warehouse and see if it was there. I was assured the rest of my refund would go through immediately. I was also assured I would not be charged the second installment.
Imagine my surprise when a week later, my credit card was charged the second installment and I still had not received my initial refund! So I called again! I asked to speak with a supervisor, only to be given the usual canned speech and excuses of why they could handle it. So being too nice as usual, I allowed the rep to convince me he could resolve this refund issue. He assured me he would personally take care of it and my refund would go through within 24-48 hours.
Well Happy Holidays! I have still not received my full refund! I did receive the balance of the first installment, but am still awaiting the refund of the second installment. So once again, I called customer service. I spoke with Sophia and it took me nearly 20 min to get her to transfer me to a supervisor. Both she and floor supervisor, Danny, insisted my credit card was refunded as it was showing in their system. It is not. I have checked with my credit card company. Perhaps this is yet another one of their system glitches.
Despite this history of glitches, they insisted it was in their system and taken care of. But they also personally assured me they would check on this matter and have it take care of. I have heard this statement countless times before, and yet I am still battling to receive a refund from the company. I have little faith that they even gave my situation a second thought after the call ended. So the battle continues.
The customer service and the systems they use are incompetent and insufficient in providing quality service. They obviously don't listen, don't care and don't bother to fully follow through on their promises to their customers.
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