I placed an order with this company on 12/2/04 for a gift card for my son as a Christmas gift.
On 12/13/04, I still hadn't received the gift card and emailed the company to inquire. The email response I got, (2 days later confirmed the order being placed, but that was all.) I called the company because I had a bad feeling about the order. The hold time was rediculous, but I waited, even though I was at work.
When I finally got through to speak with someone the gentleman said "oh... There was a problem with confirming the order because the shipping address was different than the billing address." I confirmed all the info. He asked me and even allowed him to call me back at my work number so he could confirm it was me. I asked him why no one had called me up to this point and he never really answered, but said they would send this out to me and my son would have it before Christmas. I said okay.
On 12/25/04 I still hadn't received the gift card and had to explain to my son that yes, Santa really did bring him a gift, it just got lost in the mail. I called the company that day, no answer, so I sent another email.
On 12/26/04 I called and spoke to a customer service rep and he gave me a gift card number that my son could use, even without the card. The gift card number did not work. Sent another email and tried to track my order... No success and no response from company.
On 12/27/04 I was very upset and called company at 8:58am. I held for over 4 minutes and finally spoke with Kelvin and he said he couldn't help and transferred me to customer service because he was just assisting with the overload of phone calls and was at the coorporate office, but didn't know who I could speak to in reference to filing a complaint or speaking to a manager... They didn't have any there.
I held for over 14 minutes this time and finally got someone named Ken. He was very short with me and acted as if I were stupid!
I asked to speak with a manager and he gave me a hard time and demanded my information first. When I gave him the gift card number I had been given and explained the situation, he said "well, I typed it in and it says you have credit for that amount!" I told him it did not work for me and again, requested to speak to a manager or supervisor. He said he would put in a request for a refund for me since that was what I had requested. I informed him again I wanted to speak with a supervisor and he put me on hold again.
After 3 minutes a man got on the phone who did not speak very clearly and I asked his name. He said it was Bernard and I asked if he was a supervisor. He said he is and I told him I assumed Ken had explained the situation to him. He said yeah. I explained my disappointment with the company and the company's unsatisfarctory history with the BBB and wanted a refund as of today. He just said "okay." I said "so, I will see a credit on my card today?" Bernard said "yes." I said okay and he never offered anything else... Not even a goodbye!
Bernard was very non-caring and most unprofessional and never even offered an apology or condolences for my bad experiences dealing with this company.
At about 11am, after I had spoken with these people, I got the gift card in the mail... Finally! 25 days AFTER I placed the original order, and 2 days AFTER Christmas!
I will wait to see if I get a credit to my credit card by the end of the day today and if I do, will send the gift card back.
This company has a very long, unfavorable history with the BBB, but they are not a member, so they don't really care.
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