I have watched an infomercial many times about an exercise regimen called 'The Firm'. Decided to give it try and placed an order. Only at the end of the process did I get a complete picture of the costs, shipping and handling is outrageous ($20), and the several of the items 'included' in the package are only available IF you sign up for the 'repeat' of the items on a monthly basis (ie the 'free vitamins' are only if you fork over your cc for a monthly infusion, if not, you dont get the free trial; same for their 'advice help system').
The next day, I happened to pick up a local store's ad, and voila, it had the very same package for half the price, and I would not have to pay shipping and handling. I saw 'red', of course the infomercial says you have to order this direct. So I emailed back Customer Service email address, gave all my info and tried to cancel my order. The next morning, I called the CS phone, and again tried to cancel my order. First the woman tried to talk me out of canceling the order, then she told me that I could not cancel the order because it was in the shipping process. A week has gone by, and having not heard anything from them, no shipping notice, no delivery, I checked my cc statement online and there is a transaction from them. The next day, I get an email reply from CS, mind you - it takes them a week to reply to my email. Basically said, sorry — you bought, you will get it, you will have to send it back (my cost) and we will refund you only the cost of the project (ie not the cost of the shipping/handling).
I feel I gave them plenty of heads up time to cancel my order. Especially in this day and time where all things spin on a dime, I feel they could have pulled my order and saved themselves and ME all of this aggravation.
Suffice it to say, I am no longer interested in their product and will do my very best to deter anyone to enter into a transaction with them. Long gone is what used to be 'Customer Service' - and unfortunately, it is because we have laid back and taken this kind of crap. It has become the norm now to be abused, rudely treated. You can not even ask for supervisor any longer, CS folks hang up on you, or give some excuse like 'she is busy' or 'there is none' on my shift, etc.
Too bad that they dont tell you all of this up front when you place an order, ie should be a disclaimer — you have no rights past antie-upping the cost!
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