Placed an order on 11/26 for 2 items. One of the items shipped and was supposed to arrive on 12/01. It didn't arrive so I checked the tracking - no movement since 12/01 and simply says "delayed" with no ETA available.
On 12/06 I emailed customer service asking for options since the order is clearly lost. I receive a response back today, 12/07, stating that the package will arrive on the date I requested and that it had been refused. It really made no sense at all because the response didn't address my original inquiry. I respond with another explanation. I receive another response that is asking me to verify that the order was not received.
I respond again... and this time I get a response telling me that the items I ordered are out of stock but will be stocked again in time to ship by the date I requested. OK, now I'm just getting angry. So I respond telling CS to read the emails and stop generating generic responses.
Guess what? I get another response asking if I want to reschedule my delivery. Seriously, I can't even make this garbage up. I quit responding and decided to call. That was a mistake...
Brittany is the rep who I spoke with on the phone. I explain to her what has happened and I simply want a refund and the remaining item on my order canceled. She looks at the tracking and sees what I see and says several times "I hope they didn't lose your order". At this point I don't care, just want my money back. But... WAIT FOR IT... she can't cancel the order since part of it has shipped.
I ask to speak to a supervisor or someone who can authorize a refund. Of course there is no one available and Brittany offers to escalate it and someone can call me in a day or two. Um, no. I'll hold, find someone now. I had to say that three times! She puts me on hold and then after about 10 minutes comes back and tells me that the supervisors do not have authority to help me. ARE YOU FREAKING KIDDING ME?
She then tells me that she can have someone call me back in a couple of hours. I just want my money back! I tell her I want a refund and the remainder of my order canceled and I simply do NOT believe that no one there can do that. She offers to refund my money. Seriously folks, I cannot make this up! It gets better!
She clicks around and gives me the amount to be refunded which is HALF of what I paid. I very firmly stated that I want ALL of my money back and gave her that amount. She states another number that is not quite all of it. By this time it was taking every ounce of my energy to keep what little bit of cool I had left. Finally, she says she is refunding the correct amount.
I ask for an email and/or confirmation that the refund has been issued and the order has been canceled. Y'all are going to love this... She told me that she cannot send an email and I will not receive an email confirmation. I honestly didn't even know what to say at this point except that this is the most horrible customer service I have ever dealt with in my life. You can email me all kinds of ads several times a day but you can't confirm a refund or cancelation? She says I can check my bank for confirmation.
I said good bye and hung up. This was several hours ago and no refund is pending and my order still says processing.