Tobi Usa, Llc
Or Thane International UNACCEPTABLE ORDERING & RETURNS PROCESSES

I have been EXTREMELY, EXTREMELY disappointed and frustrated with the quality of customer service I have received regarding my Tobi purchasing experience. Below, I have chronicled the events and many customer service interactions I have experienced and, to-date, have received NO resolution to my issue.

11/17/07 - Ordered The Tobi Steamer (only)

12/4/07 - Called to inquire about charge of $93.35 to my account, which was $29.95 more than authorized. Was told by Eric that the Tobi Tree was added to my order (I did not order the Tree!). Eric advised that I reject the Tree when received and my account would be credited.

12/14/07 - Called for shipment status, as Tobi Steamer still not received. Was told by Nick that both the Tobi Steamer and Tree had shipped and was provided with tracking numbers (one of which was incorrect and was never able to track location).

12/21/07 - Rejected unopened Tobi Tree at local post office

12/28/07 - Rejected unopened Tobi Steamer at local post office

12/29/07 - Bank account charged for 2nd installment of $29.95

1/4/08 - Called for status of returned items. After waiting to speak with a rep for OVER AN HOUR was told by Jim that order had not yet been received but that he set up a return order in anticipation of the packages.

1/10/08 - Called for status of returned items. Was told by David that packages had not yet been received.

1/22/08 - Called for status of returned items. Was told by Connor that both items had just been received on 1/22/08, that he would process the return order, and that it would take ANOTHER 20-25 business days for the refund to post to my account. Was also ASSURED by Connor that the remaining $29.95 installment would NOT post to my account.

1/29/08 - Remaining $29.95 installment posted to my account and STILL NO REFUND OF ORIGINAL $123.30 OWED TO ME!!!

1/29/08 - Called Tobi customer service at 1:15 P.M. EST, still waiting for a representative at 2:15 P.M.! Was hung up on after waiting over an hour (at 2:22 P.M.). Called back, was told system was down and to call back later because there was no way to access my account. Sent a request for follow up via Tobi website form - no response received.

1/30/08 - Called Tobi customer service and spoke with Chad. He was not able to explain why I had been charged for a third installment although items were returned and I had been assured that I WOULD NOT BE CHARGED. I then asked to speak with supervisor. Kevin Smith (supervisor) reviewed my account, explained that return authorization and third installment had likely crossed paths and that I should receive my refund within 10 business days (by February 2 or 3). I also submitted another request via the website no response received.

2/2/08 and 2/5/08 - Received responses to website e-mails. Was directed to contact the same HELPLESS customer service number I have been contacting for the past three months!

2/8/08 Spoke with Ed regarding status of refund. Still not processed. Was hung up on before I was able to get resolution on timing. Called back and spoke with Wayne. Wayne escalated matter to Corporate office and senior management. Should expect a call from senior management shortly. Was told I could contact Corporate office senior management department at 800-259-1652. I called the number and it's the same DREADED one I have been dealing with for three months now!

As you might imagine, this has been the WORST CUSTOMER SERVICE EXPERIENCE I ever have had. I feel like I have been more than patient with this very convoluted process at Tobi. At this point, it seems Tobi has taken my money and now refuses to refund it, despite my return of the merchandise and numerous efforts.

I am considering involving my attorney in this matter. If my attorney is needed, I will seek additional damages covering legal fees, any bank charges associated with the UNAUTHORIZED TOBI CHARGES, as well as for the personal time invested in trying to resolve this matter.

A~
Piscataway, New Jersey
U.S.A.

Company: Tobi Usa, Llc
Country: USA
State: California
City: Hollywood
Address: P.O. Box 3472, Hollywood, CA 90028
Phone: 8007964431

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