In Feb, I placed a drop ship order with A to Z Online Stores. A to Z processed the order before I could notify my bank to approve the large amount. It was nearly $1000 and I had set a limit at $500 without prior approval for security reasons. As a result A to Z instantly cancelled my order. Once I approved the amount of the transfer A to Z they applied it to the order but did not process the order. When the customer contacted me regarding the delay we determined the problem and placed the order again. A to Z informaed me the product was out of stock for the next couple months. They told me if the customer did not wish to wait she could cancel her order for a refund. She chose to cancel and I refunded her full purchase price and requested a refund of my money from A to Z.
It is now 10 months later and I am still fighting to get my money back. They processed my request for a refund but applied it to a voucher to be used with them. I have argued the point continuiously with them. This is a considerable amount of money they are keeping tied up. I am a small start up company and this has caused me considerable inconvienience.
I have gotten every possible excuse from "the computers were down last week" to "we don't have a procedure for processing refunds". For 4 consecutive weeks I attempted to contact my account manager only to get his voice mail saying he was out of town for that week.
They tell me every department: Sales, Contract, Distribution, Corporate, Help Desk, etc are in different states and the only communication between them is via e-mail and computer. Because my account was marked as refunded each inquiry is ignored as having been handled. Now they tell me if I close my account they will refund the money but they want to charge me $30 to do so. That is just adding insult to injury.
All of my attempts to get my money back have failed. I can't reach anyone with the power to help me. No one can give me contact information for the Corporate offices and everyone is insulated from the rest of the company so I have been unable to speak with anyone in a position to resolve a unique problem.
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