Ok, let me start off by saying, yes my daughter is 18 but she is also very, very sweet. I on the other hand have had years of abuse and mistrust under my belt and I smelled a scam... Anyway, that is why I got involved:)
On Saturday May 8 my daughter placed an order with Frontier Publishing or The American Data Group as billed. Later I call her to tell her that my friend just called to offered her a job, she tells me about Frontier and then I tell her to call the to cancel the order. She calls and gets voicemail stating... Leave your name, phone number, and order number and they will get back yadda-yadda-yadda. She left her information but did not get a phone call back. At no point in time does their voicemail state to leave the reason for calling or anything about cancellation.
She receives a call back on Monday, May 10, was told that it was too late to cancel her order as it had already shipped and had she explicitly requested cancellation on the voicemail on Saturday then her order would have been cancelled. But again, at no time on their voicemail do they state that.
Then I got involved. I called Frontier Publishing and spoke with their customer service department. I explained that my daughter tried to cancel and was told that it was too late. I attempted to reason with them, explaining that she did call back the same day but did not receive a call back from them. Apparently they have a division that takes orders on Saturdays but they do not return calls and "had she stated that she wanted to cancel her order in her message it would have been cancelled." I was then told unfortunately it had already being shipped and there was nothing she could do about issuing a refund at that point. The employee said that when my daughter received the package she could send it back for a refund minus the $10.00 shipping charge. I specifically asked, so then the package that my daughter receives be post market with May 10, right? And the employee responded, I assume so, (I assume so? Like that is an acceptable answer) so I said ok, and hung up the phone. My daughter received the package on May 16, which was sent via USPS and post market May 13, 3 days after I was told the package had shipped.
Today, May 21, I called to speak with them once again because the package had been shipped 3 days after I was told it had shipped.
I again called Frontier Publishing after finding out from my daughter that the package had a postage date of May 13, when I asked the employee why, on the 10th, I was told it had shipped, the employee stated it was because that is what their system stated. The employee also stated that when the order is placed it goes to their fulfillment and there is nothing they can do about stopping the order. She also stated that the package actually went out into the mail on the 11th, that they had a problem with the USPS not shipping 1000s of their packages that week and that must be why it was dated May 13.
We then started all over again. I explained the call on the 8th, the second call on the 8th, the call on the 10th, as well as the facts which I will outline for you now: Please note, the company states that all calls are recorded so Frontier Publishing will have record of all of these calls.
Fact 1: On May 8, Daughter called Frontier Publishing to place an order
Fact 2: On May 8, Daughter called (805) 560-6102 to cancel her order and left a voicemail.
Fact 3: On May 10, Daughter receives a call and is told she cannot cancel her order because it had already shipped.
Fact 4: On May 10, I call (805) 560-6102 to discuss the issue of daughters cancellation and is told the package had already shipped.
Fact 5: On May 12 Daughter was billed $79.95
Fact 6: Package arrives on May 16, post marked May 13.
Fact 7: On May 21, I call (805) 560-6102 and speaks with customer service. She states the facts, minus the May 12th billing which was determined after the calls concluded.
I spoke with two employees. The first became hostile and quite combative immediately as I tried to reason with her. I was indeed angry and raising my voice as well. To conclude the conversation I hung up on the employee and quickly realized that was very unprofessional of me. I called back and asked to speak with a manager. The employee I spoke with this time was very calm and interested in resolving the situation amicably but as I explained the facts, she as well became hostile, insulted my child by saying if she had the common sense to state that she wanted to cancel when she called back on the 8th then we would have cancelled. The employee continued with the insulting comments about my daughter, and I became angrily calm. I asked to speak with a manager and was told none were available, I then asked to speak with the owner and was told that he does not speak to customers, especially irate mothers. I proceeded to respond with ok at each blow and then hung up.
Only minutes after I hung up the phone, my daughter received a call from (805) 560-6102, which I answered. The woman on the other line said May I speak with Daughter? And I said, she is not here, and the woman hung up. I lied, my daughter was sitting right next to me, but there was no way I was about to let them speak to my daughter.
These are the facts. I have filed a report with the Better Business Bureau, by the way, The American Data Group AKA Frontier Publishing has an "F" rating...
I would advise anyone reading this to never purchase from this company, maybe they can help you get a job but honestly... With friends like that, you don't need enemies.
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