Fathead
"Fathead Focused" Return Policy

We purchased two orders from FATHEAD late Monday evening (12/8) online. The next evening we got an email from FATHEAD detailing the price went down $45 for same order.
We called customer service, they were closed. We went to website to cancel order, there is no such option (in today's world, that is ludicrous. Or perhaps strategic design by FATHEAD).
I sent an email requesting a credit (since items had not shipped yet) and waited until Customer Service lines opened to speak to someone.
I was told that once an order is placed you have TWO HOURS to cancel it. After which point, even though not shipped, the "process could not be stopped" and if we got a better price (only hours later) we must wait until we RECEIVE the shipment, then we must SHIP IT BACK AT OUR EXPENSE and THEN process the new order to have the same items shipped back to me, to save the $45.
Well, we're shipping it back, but we're not ordering again. I have many of these overpriced items in home, but when they defy logic and disregard customer experience (they couldn't EASILY credit, but the made design to make a customer throw hands up in air in frustration and not go through ship back process... To retain credit) I don't buy anymore. I also tell EVERYONE about their policy that will listen. Loyal customer to advocate against them... Hope the policy is worth it. I'll be sure that I have SOMEONE (or as many as I can) change mind about ordering, so they pay more than they would if they adopted a price adjustment policy.
Fact is, the "customer service" staff member stated "If we had to credit every time a price changed, that's all we would be doing". So?
Fact is, it's nearly IMPOSSIBLE to make the 2 hour timeframe to cancel an order (as referenced by the customer service staff), especially when you order late at night and the call center is closed and the website does NOT provide function to cancel order).
I'm returning the items, for what at first was a $45 credit request and is now a lost sale and an advocate against the product because of this practice alone. I can be very convincing in my role where I speak about service. I now have a case study using this real life case and my own personal experience. Buyer beware. You purchase a Fathead the price WILL change (in a few hours) and you are locked in (or put through a HASSLE... By design).

Company: Fathead
Country: USA
Address: 2450 Spiegel Drive, Suite D
Site: fathead.com

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