On Monday, May 9th I placed a 55 dollar order with Biotone Massage Therapy products for required products for my massage therapy class. I paid for expedited 3 day shipping so that I would receive my product before class on Friday. The money was deducted from bank account within minutes. I received an email stating that my order would be placed and that I would receive another email when my product shipped.
Tuesday (Day 1): no email.
Wednesday (Day 2):
I called Biotone to ask why I had not received an email that my product had shipped.
First phone call, I didn't have my order number. I was informed that their system was down and I would receive a phone call regarding my order.
I called back (almost immediately), as I had found my order number and suddenly the system was working again. I was informed that they couldn't find my order. There was no record of it. I would receive a phone call. Call ended.
Call number three: I realized that I had paid for expedited shipping and that if they hadn't sent my order I was going to cancel it. (In the meantime, I had to call another company to order what I needed.) I was informed, when I spoke to the supervisor that there was nothing that they could do, after a bit of an argument, she refunded HALF of the cost for the expedited shipping. She was polite and told me that 3 day shipping means my product would come Friday, even though Friday is technically day 4.
She also informed me that I could call UPS and ask them to hold my order at the hub and I could pick it up.
Thursday (Day 3): My order arrives at the hub 20 minutes from my house, I call UPS to schedule a pick up. They tell me that the shipper has to schedule the pick up. Not the person who PAID for the order. So, I call the company. The same supervisor tells me that she is "really busy" but is going to do what she can. She then calls me back, though my phone never rang. I just got a message, saying that UPS has two different orders with the same tracking number... Weird. This is NOT her fault and she made the executive decision to just have them bring me the order. So, despite the fact that I paid for the order, I am the one who is the customer and I am the one who placed an order in a timely manner and won't receive my product in kind. I am stuck holding the bag.
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