I have placed several orders with eCost without incident, however I am very disappointed with a recent customer service issue. On my last order approximately 2-3 weeks ago, I signed up for their Platinum Premium membership. I was sold on this during the checkout process and I have a screenshot if anyone is interested in seeing. It stated for $39.99 that there was FREE ground shipping and discounted express shipping, exclusive access to bargain countdown platinum showcase, and exclusive access to platinum outrageous offers (Tuesday/Thursday). There is an add membership button. There is no details button and no restrictions button.
All was well until I tried to order a 19" LCD TV on 12/01/09. It came up asking for shipping costs. I called customer service and was told that it did not apply to orders over 10 lbs. This was not stated on the banner selling me this a few weeks ago. They told me I received an email with the restrictions which I may have (I haven't gone back and looked). However, I said this was not stated when I signed up and I would like to cancel it and receive a refund for the membership. I was told they can cancel it, but they can not refund my money as the membership is non-refundable. I asked about the shippng again and they said I received an email with the restriction. I stated that an email with the restrictions after I order it does not do me any good if I can't get a refund.
I asked for a supervisor and was told they were busy. I asked for any supervisor or management person and after a couple minutes was told they were all busy. I asked to be called by a supervisor. The customer service rep. Took down my number, but no call. I am considering disputing the charge for the membership through my credit card company due to the misleading advertisement, but either way I have most likely purchased my last item from eCost. I have recommended a family member to eCost who has also purchased items and I have recommended to other friends. I will stop recommending eCost. A business is only as good as its customer service
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