December 30: I order two 33.8 ounce bottles of conditioner from their website. They send me a confirmation email specifically saying "Your order will be processed and shipped within the next two business days."
January 4: I get an email stating that a package was shipped to my address.
January 6: I receive a *Backorder Notice* email. I am told that my order was shipped with the exception of one product which is "temporarily out of stock. We expect to be able to ship your backorder in 5-7 days. You will receive an email notification when your backorder is shipped. Your credit card was charged at checkout for all of the items ordered. If you prefer that we credit your card for the backordered item and charge it upon shipment, we would be happy to do so."
At this point I was willing to wait until the product was shipped. I did not ask them to credit my card then and charge it when it was shipped later, because I had no reason to believe that my item wouldn't be shipped during that time frame. I thought it was reasonable so I let it go.
January 12:6 days later I get curious and decide to ask them via email when my package would be shipped. The customer service rep, Jill, said: "We will be receiving the item early next week. We apologize for the delay we did have the factory closed during the holiday season which is the reason for the long delay. We will send as soon as possible." Okay, fine, that's understandable I guess.
January 18: I contact them via the Live Help Chat on their website and ask if they finally received the item yet. Jill tells me they don't have the item that I ordered in stock. She says it is a vendor backorder and they have not been given a date of when it will be available. She kindly offered to send me 3 smaller bottles instead of the jumbo size I ordered nearly a month ago, but I wasn't happy with that offer because three 10 oz. Bottles do not add up to the ounces of conditioner that I paid for. That offer would have been a ripoff because I paid for more ounces than I got. I asked if I could be sent 4 bottles, but she informed me they only had 3 in stock. I don't believe that, but it's not like I can prove it.
Less than an hour later, I just ask them to cancel my order completely. This is too much hassle for some hair conditioner I ordered 4 weeks ago. Jill says, and I quote: "We will cancel the order and issue a full refund for the item on backorder"
January 19: I get a package in the mail from them. I felt relieved before I even opened the box. I assumed they miraculously found an extra bottle of conditioner and sent all 4 bottles to me, completing my Ariva Skin Care nightmare. Boy, was I wrong.instead I get 4 bottles of shampoo. The invoice says "This is to exchange for item on backorder" Why would they do that? First of all, I did not order or ask for any kind of shampoo to begin with. Second of all, I asked for a refund, not an exchange. They still kept my money and sent me the wrong product on top of that! If they would have sent 4 bottles of the conditioner I would have put this issue to rest, but where would they get the idea that I would want shampoo and why would they keep my money when I asked for a refund?
I contact them through their website and ask them again to issue my full refund. Jill says the credit was issued yesterday and takes 2-3 days to show on my account.
Needless to say, it has been more than 3 days and I still have not gotten my refund. Nothing has showed up on my account because I don't believe they have issued a refund like they claimed they would have in the first place. Why is it that it takes so long to receive a shipment from them and get a "refund", but it didn't take that long for my credit card to be charged? Why can't they just credit my account with the money I paid since they didn't send me a thing I asked for and get it over with? Why go through all this hassle? This is just crappy business and customer service. I would NEVER order from this company and will discourage anyone I can from ordering from them at all. I hope they understand how frustrated I am and just give me my money back.
To summarize:
1. Advertising products on your website you don't even have.
2. Stalling customers who order said product with "it'll be a few more days"
3. Shipping a completely random item to the customer as an exchange even when they asked for a refund.
4. Ducking and dodging them when they call the company to complain.
5. Keeping the customer's money for a product they never sent.
Isn't that stealing?
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