Hello. This has become very frustrating. Here's the law straight from the Federal Trade Commision:
Http://www.ftc. Gov/bcp/conline/pubs/credit/billed. Shtm
What it says:
The Mail or Telephone Order Merchandise Rule
This rule covers merchandise you order by mail, telephone, computer and fax. It requires merchants to have a reasonable basis for claiming they can ship an order within a certain time.
Ship Dates
* By law, a merchant should ship your order within the time stated in its ads or over the phone. If the merchant doesn't promise a time, you can expect it to ship your order within 30 days.
* The shipment "clock" begins when the merchant receives a "properly completed order." That includes your name, address and payment (check, money order or authorization to charge an existing credit account - whether the account is debited at that time or not).
* If the merchant doesn't promise a shipping time and you are applying for credit to pay for your purchase, the merchant has an additional 20 days (50 days total) to establish the account and ship the merchandise.
Delays
If the merchant is unable to ship within the promised time, it must notify you by mail, telephone, or email, give a revised shipping date and give you the chance to cancel for a full refund or accept the new shipping date. The merchant also must give you some way to exercise the cancellation option for free, for example, by supplying a prepaid reply card or staffing a toll-free telephone number.
* If you ignore the option notice, and the delay is 30 days or less, it's assumed that you accept the delay and are willing to wait for the merchandise.
* If you do not respond - and the delay is more than 30 days - the order must be canceled by the 30th day of the delay period and a full refund issued promptly.
If the merchant can't meet the revised shipping date, it must notify you again by mail, email or telephone and give you a new shipping date or cancel your order and give you a refund.
* The order will be canceled and a refund issued promptly unless you indicate by the revised shipping date that you are willing to wait.
* If you do not respond at all to the second notice, it's assumed that you are not willing to wait, and a full refund must be issued promptly.
Refunds
If you authorized a charge to your credit card account, the merchant must credit the account within one billing cycle - not give credit toward another purchase. If you pay by cash, check or money order, the merchant must mail you a refund within seven working days.
Under the Electronic Fund Transfer Act:
You have 60 days from the date a periodic statement containing a problem or error was sent to you to notify your financial institution. The best way to protect yourself if an error occurs including erroneous charges or withdrawals from an account, or for a lost or stolen ATM or debit card is to notify the financial institution by certified letter, return receipt requested, so you can prove that the institution received your letter. Keep a copy of the letter for your records.
If you fail to notify the institution of the error within 60 days, you may have little recourse. Under federal law, the institution has no obligation to conduct an investigation if youve missed the 60-day deadline.
Once youve notified the financial institution about an error on your statement, it has 10 business days to investigate. The institution must tell you the results of its investigation within three business days after completing it and must correct an error within one business day after determining that the error has occurred.
This is from my bank statement:
04/17 POS DOXY XXX-XXX IL 9390 CHKCD PURCH $75.60
You charged my account without sending an order. I have contacted you repeatedly, mostly with no response from you. On May 15th, you stated that my order would be shipped in 3 to 5 days. Its the 24th and not only do I not have a package, I can't get a response from you.
I would like a refund to my account... Today! You have till tuesday 27th by 5:00pm eastern standard time to credit my account $75.60 or i will send a copy of all accounts of emails, receipt, and bank statement to the federal trade commission, my bank (for investigation), and the better business bureau.
Date: Thu, 15 May 14:07: 41 -0700
From: [email protected]
Subject: RE: order yhst-41531193861063-44290 from Doxy
To: ump
Your order is currently in our shipping department and should go out within the next 3-5 days.
Doxy
UMP wrote:
This is getting a little out of hand. I ordered this stuff a month ago. Whats the word?
Date: Mon, 5 May 19:29: 13 -0700
From: [email protected]
Subject: RE: order yhst-41531193861063-44290 from Doxy
To: ump
Thank you for your email.
I apologize for the delay in getting your order shipped out to you. Our shipping department is currently backed up, and we are waiting on your non-stock item (s) to arrive at our warehouse for shipping. Nonetheless, shipping does not normally take this long and we would like to make this up to you on future purchases. We would like to offer you 15% off your next order with us using coupon code DOXYRC2008 at checkout for the inconvenience that this has caused you. Again, I apologize that your order is taking longer than normal to process, we truly value your business.
Doxy
CustomerCare
UMP wrote:
This is my third email to you. I need a response please. I have not received my order. I have also left you a message today on your voice mail. Not very happy with how I'm being treated as a customer. I spend quiet a bit of money on clothes every month. I like your selection. Lets make this a smooth transaction so I feel good about ordering from you again. Thanx
Subject: order yhst-41531193861063-44290 from Doxy
To: ump
From: [email protected]
Date: Wed, 16 Apr 07:50: 57 -0700
Thank you for your order from Doxy. We appreciate your business and will ship your order as soon as possible. Please refer to our Shipping Policies page (http://www.doxylingerie.com/info.html) for shipping information of non-stock items. You will receive an email notification when any items ship from your order.
You can always find out the current status of your order by going to
(this link to track my status never worked! No one ever calls me back)
Ump
greensboro, North Carolina
U.S.A.
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