Chelsea L.

I placed an order November 22nd, 2015, a month before Christmas, for a $90 book called The BMW Book which their website claimed was in stock and available with 4-12 day shipping.

Around the first week of December, I realized my order was still processing. I sent customer service an email. A few days later I received a response saying that they were forwarding my concerns to a supervisor. This supervisor never got back to me, so I sent another follow-up email. This went unanswered.

On a Sunday I called customer service and talked with a Jenn. She was nice but no help since "The warehouse is closed on weekends" and she couldn't check. Empower your service reps. This is obviously an organizational issue. I like to think I am actually pleasant on the phone. I do not yell, or speak sternly, or make demands, just, no one was willing to help me.

I called back the next day and talked with Bernie. He was also very well meaning and apologetic, but no one was offering any real answers. He said he had to check with a supervisor about my order and he would call me back. When he did call me back, he was very apologetic but still had no answers for me other than to call back tomorrow and talk with a supervisor in the morning.

A few hours later, realizing I now have SEVEN days to get a present instead of a month and a half, I called back requesting a refund from Todd who told me the item was indeed out of stock. DON'T PUT SOMETHING FOR SALE ON YOUR SITE IF YOU DON'T HAVE IT. Or at least contact me Nov. 24th to tell me this. Upon requesting a refund, I was informed that he could not do PayPal refunds and I would have to call back the next day to talk with Dennis, the ultimate supervisor who can handle paypal returns. He seemed unmoved like this was common practice.

I am upset. They offered nothing in addition to keep me as a customer, and their apologies were dry. A month ago a few other places had this book in stock, now nobody does and I'm stuck without a Christmas gift for this guy I really wanted to charm.

This company lacks organizational structure, refuses to empower their customer service reps to actually help, and practices shady business practices (listing items as in stock, when they are actually not).

Avoid like the plague. They still have my money. Thankfully paypal should be able to back me.