I had got an email offer to get a packet for $1.95 and I ordered it on March 24. It did not arrive in the mail until 1 week later, April 1st. I had a chance to cancel up to April 14, but they went ahead and charged my card before I could cancel the "membership" which I never subscribed to in the first place.
It was Good Friday (April 14) and I called at around 1:15pm and spoke to Sabrina and she explained to me that she would offer me a $14.95 credit on my credit card since I did not want to continue with my monthly charge and wanted to cancel my membership. She told me that I was beyond the 14 day trial period and could not get a full refund. I told her that I ordered the package on March 24th and did not receive the package in the mail until April 1st (one week later). I said that the 14 days should begin on the day you received the packet. That would mean that today was day 14 and I still had a chance to cancel the free 14-day trial. She said that they allowed until March 28th and started counting from that day. Sabrina was very polite.
She told me that she would put me on to a Floor Supervisor, James (#2524). When I spoke to James he seemed very cocky and arrogant and bothered that he had to talk to me. He told me that he had the authority to give me a full credit of $29.95 but chose not to do it, and told me that I should have taken the $14.95 offer from the Customer Service Representative (Sabrina) in the first place because now the offer was not on the table. He made me feel that I was being punished for putting him out and for speaking to him. He made me feel guilty for using up his precious time for more important things other than making a customer happy. I also explained to him that the packet did not come in the mail until April 1st and that I only wanted the packet to study and that I know that I had the option to call to cancel by day 14 (which is today). He started arguing with me that I was at day 17 and that I was over the due date. He did not want to hear my side of the story at all and came across as a Mister-Know-It-All and was trying to make me feel inferior by belittling me. Most shockingly, he accused me of being a liar.
In no way was I insulting or rude to him while I stated my grievance clearly and assertively. I know that today you always have to show all people good manners, and the customer service you receive should also reflect that as well. I am not going to lie when I say that I was getting a bit perturbed by his condescending approach. Through the entire conversation I felt that he was trying to get rid of me and treated me with disrespect, which is the opposite of what good customer service warrants. I mentioned this to him, but he said that I was no longer a customer and that he could talk to me however he wanted to from this point on. He said that if he wanted to he could reinstate my membership without my knowledge or consent and continue to charge me the $29.95 monthly. That frightened me. Now he was coming across as aggressive, devious and dishonest.
Finally, I couldn't take it anymore and I asked him if he had a superior that I could talk to and he said that he was that person. He said There is no one above me. I asked him where I could contact a higher up person, but he tried to beat around the bush and play that he was the final authority and no one else is higher than me attitude. Finally, he gave me an address and told me that he had nothing more to say to me since this is going nowhere and then he actually hung up on me. I repeat, James hung up on his customer, me. I had more questions about the company, such as giving me a brief description but he just hung up. As a result of his unprofessionalism, James did not give me my membership cancellation number. I had to call back out of fear to verify that my membership was indeed cancelled and not reinstated (as James threatened to do). I spoke to Stephanie who was very pleasant and jovial. Stephanie provided me with my cancellation number, James' ID number, and the information necessary for forwarding a complaint letter to their office.
I know that James has a job to do, but he should do it with class so that he represents a company well. I have heard of other large reputable companies who are very gracious and not only give you a full credit refund if you are not satisfied, but ask you if there is anything else they could do to alleviate the situation. They try to satisfy and continue to keep your business. I clearly did not feel this sentiment with Online Suppliers (through James).
I would still ask that Online Suppliers reconsider and give me a full credit refund of $29.95 to my credit card for this horrible experience on Good Friday that has no left me quite upset. I know that it is only $29.95, but there is nothing else that Online Suppliers can offer me that would remedy the terrible experience that I had with their employee James. Obviously I have better things to do with my time than to write a complaint letter to, but I truly was affected by this entire experience and I want it to go away and pretend that it never happened.
Justice Seeker
San Diego, California
U.S.A.
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