I placed an order online with FotoConnection.com. The next day we called to confirm that the item was in stock and after waiting on hold for 2-1/2 hours we hung up and began researching this company online. We found tons of complaints about this company on resellerratings.com. We became alarmed and
Immediately sent fotoconnection.com an email requesting to cancel the order.
I also immediately called them and as soon as I told them that I wanted to cancel the order, they told me that they were transferring me to customer service, where we (my husband and I took turns) sat on hold for 2-1/2 hours. The recording told us that we were first in line. I called while my husband was on hold and was also put on hold & "1st in line". They have an option to hold or enter your phone number for a return call. I attempted 3 times and it would not accept my number. I called again and asked for sales, I asked for help and explained that we've been on hold etc and all he said "please hold". While on hold for 2-1/2 hours I sent emails informing them of such (please see below). Today my husband spoke to Victor at fotoconnection to cancel and he said "ok". My husband didn't feel as if he was going to cancel the order and attempted to cancel the order via an online chat (see below). This company has a $10k hold on our credit card, we called the credit card company and they can't doing anything about the hold until the actually charge our card, then we have to dispute the charge. Because of the hold we can't use our card because with the hold we don't have enough credit. We are at a complete loss as to what to do. I don't understand how companies in THIS COUNTRY can continue to get away with such fraud. Any advise or assistance you can offer will be greatly appreciated.
Sincerely,
Marie Bajc
*
Original Message
From: Email User [mailto: Email User]
Sent: Monday, November 26 10:45 AM
To: Marie
Subject: RE: PLEASE CANCEL: Order Num - FC-253484
Importance: High
Dear valued customer,
To cancel the order please call our customer service department at 800-457-0889. We don't accept cancellations via email.
Thank you
How can i call you to cancel when your customer service department doesn't answers the phone!!! See my trial of emails!!! I made a very serious and diligent effort to verbally cancel my order calling your customer service #. If you want us to talk to your customer service you can have your customer service department call me or mike to cancel at (949) 206-1644.
Original Message
From: Email User [mailto: Email User]
Sent: Sunday, November 25 9:02 AM
To: Marie
Subject: RE: PLEASE CANCEL: Order Num - FC-253484
Importance: High
Dear valued customer,
To cancel the order please call our customer service department at 800-457-0889. We dont accept cancellations via email.
Thank you
PLEASE CANCEL THE SUBJECT ORDER. I waited on hold for 2 hours!
Please
Cancel my order!
From: Marie [mailto: Email User]
Sent: Friday, November 23 1:22 PM
To: Email User'
Cc: Email User'
Subject: PLEASE CANCEL: Order Num - FC-253484
Please cancel the subject order. I have been on hold for 90 minutes and still holding! The message indicated that I was first in line. I had someone else call and they too were first in line. We tried option number 1 to leave the call back number and it would not accept the number. I am still on hold and will continue to hold until a customer service rep answers.
Thank you!
From: Marie [mailto: Email User]
Sent: Friday, November 23 12:28 PM
To: Email User'
Cc: Email User'
Subject: FW: Order Confirmation - Order Num - FC-253484
Importance: High
Please cancel the subject order. I am still on hold waiting for a customer service person to assist me.
Thank you.
Chat
From: Albert [mailto: lp_Email User]
Sent: Monday, November 26 3:17 PM
To: Email User
Subject: Transcript of your chat
The following is a record of your online chat.
General Info
Chat start time
Nov 26 6:07: 51 pm est
Chat end time
Nov 26 6:16: 39 pm est
Duration (actual chatting time)
00:08: 47
Operator
Jamie
Chat Transcript
Info: Please wait for a site operator to respond.
Info: You are now chatting with 'jamie'
Jamie: Hello, how may i assist you today?
You: I have spoken with Victor today to notify him that I am cancelling order Order #: 339868 Account ID #: Invoice Number: 253484 Placed on:
Nov/23/07
You: He said OK.
You: SO please finally consider this order cancelled. I have been cancelling it since Friday last week!
Info: Your chat transcript will be sent to Email User at the end of your chat.
Jamie: you have to speak with a customer service agent please
You: I have spoken to th representative today (Viktor)
Jamie: you need to speak with customer service
You: I was on hold for two hours on Friday. I will not spend more time dealing with your company.
You: Viktor is the person I spoke with today.
You: at, 800-457-0889 Ext. 2044.
Jamie: again as i stated to you
You: And let me add, this order will be rejected if you ship it and dispute
Handled thru my CC company.
Jamie: you need to speak with a customer service agent
You: You are the customer rep are you not. Since to your customer department is on eternal hold, maybe you should make a note of this you: Thank you for your assistance. I have a transcript of this and 7 or so emails. Your help is greatly appreciated.
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