Hello,
My name is David Gesink, Rewards Member # **************.
Since Monday Jan 2nd, I have attempted almost 20 times to order the Star Trek Mirror Mirror ornaments (Kirk, Sulu, Scotty, Dr. Mc Coy & Chekov) off your web site, either through Mobile or my PC. Every time I went to check out I would get an error message that said my credit card could not be processed and that I needed to check my payment method and try again. I tried several times, double checking the Billing vs the Shipping, called my bank to make sure funds were available (which they were) and to verify the correct Billing address.
I discovered that although I wasn't allowed to check out, Hallmark had charged me over 17 times (all my attempts to check out) for a total over $600. I have been on the phone with support staff and a supervisor several times this week. My money has been in the process of being refunded, but still. This case has been "escalated"@ least 3 times that I'm aware of.
This morning I get an e-mail from Hallmark as follows...
"Thank you for contacting Hallmark. We understand how frustrating this was for you and please accept our apologies for this issue. After the proper research we have completed your request and now you will we able to place orders on the Hallmark.com website. Once again please accept our apologies for this issue, please contact us for any further concern that you might have. Thank you for being the BEST part of Hallmark. We look forward hearing from you. Regards, Hallmark Customer Care
www.hallmark.com ref:_00D61YgwD._5004N1EJHlX:ref"
So I try again to order the ornaments I wanted only to find one of them (Dr McCoy) is out of stock, which in and of itself *isses me off and I proceed to the check out. AGAIN, I'm not allowed to proceed, AGAIN I am charged.
You are getting a public review from me. It is my belief that I should get those ornaments for free from you. This is beyond ridiculous. I manage a retail setting and have for many years, my customers would have been taken care of@ the first sign of trouble. Had their issue been escalated and unresolved like this I would have made sure I made it right and sent them on their with with a wiped fanny and a massive Thank You for their understanding.
I have taken a decade long break from collecting ornaments and was excited to get back into it and this is my experience. Yuck.