Recently I purchased a lot of XBOX 360's from My Web Wholesaler Inc. After 6 business days, on 3/6/06 I called to inquire about a refund.
I spoke with Nickie and she assured me that since it had only been 6 days since the original order, she could have the refund processed without charge. I asked "Are you sure there areen't any charges associated with this refund?" Nickie said no. I made it very clear to her that I wanted a call back if there was going to be any charges. I gave her both my home and office phone number. I never heard back from her so I assumed everything was as we discussed.
Several days later I received the check. It was short $1,119.00. There was a "re-stocking fee" for the refund.
I called and talked to Wanda, the "office manager". She was extremely rude and basically told me there was nothing she could do for me since the "terms and conditions" on their website clearly outlined the re-stocking fee. I admitted this fact but emphasized the fact that Nickie had told me that she would call me back if there were ANY charges associated with a refund. She asked if I recorded the conversation and I told her I don't typically record my conversations. I simply trust the company representative on the other line. She also stated that Nickie would not know refund facts. I explained to her that when I call a company and speak to the person who picks up the phone, and they give me an answer, I am assuming it is true. I have no idea of their position with the company and what "facts" they know or don't know. My presumption was that a representative of the company told me there would be no refund fee. They should live up to what Nickie said.instead they have basically said I am not telling the truth.
After getting no where with Wanda, she said the VERY BEST thing I could do was call the corporate office in Carson City Nevada. I asked her the phone number to which she responded, "I can't give that out". I couldn't believe it! I asked her if the corporation was concerned about quality customer service and she said yes. However she then said "only for legitimate customer complaints". Apparently mine was not "legitimate" in her eyes.
I did a little research on the "Corporate Office" that "solves" cusomter complaints. If you follow the below link, you will see that "My Web Wholesaler" is a corporation registered in Nevada. Lisa Depalma is listed as the Secretary, Treasurer, Director and President of this company.
Their invoice reveals their "Corporate Office" is located at Carson City Nevada This address is essentially a business park known as the "Evergreen Center" with multiple business located at this address. There is no company by the name of "My Web Wholesaler" at this address. However, there is a company with the name of "Value Corp Services". I spoke with Melissa at this company,) and she verified her company does handle business for My Web Wholesaler. I asked if this is their "corporate office" and she said no. She said they basically pick up the mail and are a messaging service for the company. I asked her where the messages go to, and she told me to the company in Maine!
So, Wanda, sitting in Maine, asked me to call a dummy company in Nevada to file my complaint... And the complaint essentially goes right back to her! This was the VERY BEST solution the "office manager" Wanda could provide! It was a complete run-around! A complete joke!
I have left numerous messages for Lisa Depalma to no avail. She is "never in the office". I gave her my cell phone, home phone and email address. After doing a little research, I discovered Lisa does not live in Carson City Nevada, she lives in Athens Maine. Don't try to reach her at work with a complaint. She will never get back with you. Is The only response I got from her is when I found her ex-husbands phone number and left a message with him. She didn't like that at all.
Look, this problem has a very simple solution. Honor what your employee, Nickie said to me on 3/6/06. Ask her what she said. If she is honest, she will tell you she was supposed to call me back if there were any charges for a refund. If there were any charges whatsoever, I would have said ship the product.
Instead, they dropped the ball, called me a liar, sent me on a wild goose chase for the "corporate office" and the President of the company doesn't even have the courtesy to call me back and work out a compromise?
Are you sure you want to work with this company? I know I don't.
Buyer beware.
Todd
Jacksonville, FL
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