Like so many of the posters on this site I too fell prey to the bait and switch tactic of this charade of a company. I was lured by thier too-goo-too-be-true pricing. I placed an order over the internet and received a call the following business day by a rep who said he had a better lens that would do all of what I wanted and it was cheaper! How could I refuse such helpfullness! So I made the switch. When the lens arrived I quickly realized that it wasn't what I wanted and it didn't do what the original lens I had ordered was going to do for me. It was then that the nightmare began.
I called to get a return authorization number. No answer. I looked up the web site and saw they were closed for almost an entire week! So, after waiting until they were open again, I placed a call and was transferred several times, placed on hold for no less than 1 hour and 20 minutes. Imagine my surprise when my call got disconnected. Being persistant, I called back again. This time I was placed on hold for slightly shy of two hours. You have better luck getting through to the IRS on April 15.
The person who took my call was extremely rude, abrupt and in no uncertain terms told me that I was to pay a 20% restocking fee and I would no be credited for the shipping and handling. I was instructed to return the item and include a check or money order in the amount of the restocking fee. I firmly stated I would do no such thing and I would return the item anyway. He said that if I didn't include the restocking fee then my order would be shipped back. I then informed him I would refuse shipment and it would go back to them. I also told him I was lodging a complaint with the New York State Attorney Generals Office. He laughed at me, said "You go right ahead." I then hung up.
I went to the Attorney Generals web site, printed out the forms, wrote up my complaint, included a copy in with my return paperwork for the lens, and then dropped both in the mail. I got a full refund immediately from Sonic and the Attorney General sent me a letter stating they were interested in this issue with this vendor (small surprise there).
A few weeks later the Attorney General sent me a letter with the response from Sonic stating my account was credited etc... My advise, don't argue with these bastions of poor service. Keep documentation and take action with the Attorney General. It works. Good Luck
Laura, Vandenberg AFB, CA
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