I submitted a photo to a contest on www.picture.com that was supposed to appear in a book entitled "Endless Journeys" to be published in the Spring of 2008. I ordered the book late 2007 and paid for an artists profile to be included for a total of $103.95.
Spring '08 came and went. I called in August '08 and was told the book would be shipped in Oct. 2008. I called on 10/22/08 and was told the book would ship on Nov. 15. I told them the wait was no longer acceptable and I requested a refund. The secretary, Joyce, verified the amount and my name and address. She told me they only processed refunds once a month and couldn't "promise" it would be in the October cycle, but I would definitely get my refund by the end of November.
Today, the next day (10/23/08), she called me back and told me "the book is in the process of being printed and we can't give you a refund." I told her it was not a custom order and there was no clause that I couldn't cancel. I insisted that I want a refund and she said today that she is "not authorized" to give me a refund. She asked if she could transfer me to her supervisor's voice mail. I said, "no, I don't need to leave anyone a message I just want you to process my request for a refund." She transferred me anyway. I hung up and called back. She put someone else on the phone to tell me that "Endless Journeys" was just a working title and it is now called "Mosaics of Memories."
The man I spoke to insisted he can't stop the shipping that supposedly will happen 3 1/2 weeks from now. He told me to return the book when I get it and then they will refund my money then. I insisted that he certainly can stop a shipment and he asked, "why would I tell you I can't, if I could?"
I just called them back again. I told Joyce that they can, indeed, print all the books they want but there is plenty of time (3 1/2 weeks!) to void any shipment order, and I insisted again on a refund. She tried to tell me to return the book again. I said, "no! Void the shipping order and send me a full refund immediately." I told her that the next steps will be the BBB and the MD Attorney General's office.
I am now putting my request for a refund in writing and sending it to the International Library of Photographers a.K.A. Picture.com via registered mail. I will give them the opportunity to respond and will then update this report.
By the way, when you call their office and press #2 for customer service, all you will hear is silence. If you hold on long enough (from M - F 1 PM - 5 PM) they will eventually answer. Their e-mail address [email protected] will come back as "undeliverable."
0 comments