Best Baby Love
Order not received, poor customer service

I ordered a case of formula on 1/7/10 from bestbabylove.com. According to their website orders are processed within 48 ours. I received the invoice stating they had received payment. I waited for my order.By Friday, January 15th I had not received it. I emailed them (they do not list a customer service phone number on their site) requesting status of my shipment and tracking information. I received an email Sunday apologizing for the delay and specifically stating that "you would receive your shipment in a few days". They then listed a tracking number but no shipper. So I had to search all the shipping companies til I found the one they had used, or thought they had used. I looked up the tracking information, according to the online tracking information the package had never been sent. I contacted FedEx to make sure I understood correctly and they confirmed that the company had created the shipping label on 18/10 but had never sent the package to Fedex to be shipped. I then contacted them again via email requesting a full refund and that I would contact the better business bureau if the matter was not resolved. I have yet to receive a response from them to this day. Finally, on 1/21 a 2 full days after I requested a full refund and 14 days after I initially placed the order they have started the shipping process. According to their website, in order for me to get a refund (not even a full one at that) I have to return the item within 7 days and I am out the cost of shipping. They also deduct the cost of their shipping from the amount I paid because my order was high enough that it got free shipping. So now, not only do I not have the merchandise I ordered, once I receive it, if I receive it I have to pay to return it to them within 7 days. I have to trust that they will refund my money when they did not honor their agreement regarding my order processing, I am also out the cost of them shipping it to me, plus me shipping it back to them. I caution anyone who would think to order from this company or website. They do not honor the claims on their sight, and they do not handle customer complaints in a timely manner if at all.

Company: Best Baby Love
Country: USA

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