I ordered a toner cartridge from Gateway and paid extra for next day shipping. I soon found out that it wouldn't be shipped for 5 days. This didn't meet my needs, so I called Gateway.
After being treated rudely by a Customer Service rep who said it was IMPOSSIBLE to cancel an order, I asked to speak to someone else / a supervisor. The next person I spoke with was very friendly and very helpful. She told me to refuse shipment, and I would be credited the full amount of the order, including shipping charges.
That was almost two months ago. I noticed last week that I hadn't received the refund yet, so I called. I was told that I would have to call back in 24 hours while the Customer Service rep looked into the matter. I called the number he provided two days later, and got a general voicemail box. The outgoing message said I would be contacted within 2 hours.
Five days went by, and I called again, and I left a message again (still with the promise of a returned call within 2 hours). Another day went by, I tried calling again, and got the general voicemail box one last time. Needless to say, I didn't believe that I would be called back, so I simply did not leave a message.
I'm still looking for options for getting my refund. I'll probably just dispute the charges with my credit card company. I'm on hold with some other Gateway department right now (and have been on this call for more than a half hour). I doubt they'll do anything.
More than anything, I'm amazed that Gateway can stay in business with such atrocious customer service practices.
(Go figure, I just got disconnected from the representative...)
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