Charlene R.

I purchased a "Passport" membership in October of 2020 because I send my grandkids several gifts a year and this was a way to save on shipping costs, which are HORRENDOUS with this company.

In September of 2021, I was offered a chance to renew that membership early for a discounted price and did so, on September 5,2021, and my credit card was charged. The email I later received seemed to indicate the membership would begin on September 5,2021, although I already HAD a membership which did not expire until October. I called the "customer service" department, spoke at length with a "customer service specialist" in the "Loyalty Services Department". She assured me the membership would be a renewal of my original membership and the new one would expire on October 5,2022. When I requested, she sent me an email stating those terms, which I have kept.

Today, I attempted to place an order and was told I did not have a Passport membership. It had expired on October 5,2021. My credit card was charged on September 5,2021 for $21.24, but they have no record of that transaction.

After ATTEMPTING to settle this with the "CHAT" function, I called the telephone number given me in that email, spent 56 minutes speaking with TWO different "associates" and STILL have NO ANSWER.

It is OK and not hard to use. I avoid all their "special offers" for two reasons:
1. They refuse to recognize me often. Have talked to CS, but they are not interested in assisting (not important enough to them?)
2. The few offers/polls I have done, either the points NEVER showed up, or they took so long I gave up on them