ecmcdougall g.

I bought a used cellphone off their website; paid extra for fast shipping. They didn't get the phone sent until 2 days later, and was scheduled to get to me day 5 - so, exactly the same as if I'd used the free shipping. They didn't answer my email asking about it, let alone refund the $18 extra shipping charge. It was a sign of things to come.

FedEx was also terrible, they messed around saying the delivery was "delayed" a couple of times and finally admitted they lost the shipment. They investigated and gave me a case number; by the end of this process it was 11 days after my purchase.

But the worst was yet to come. I phoned Gazelle to tell them that the package was lost, with the Fedex tracking and case numbers. However, instead of, "Sorry, we'll send a replacement and we will deal with Fedex" I got, "We don't believe you and we're too lazy to check with Fedex. You need to file a hand-written and signed affidavit stating you didn't receive the phone, and then wait another 10 days after Fedex said they lost the phone before we will consider giving you a refund". It took me 3 tries to get the affidavit exactly as they wanted it; what a wonderful way to waste my time while I'm trying to get my work done and keep my job.

So here it is, now 22 days after I paid almost $600 for a phone, and I got nothing except a $600 hole in my bank account. I had to call them today (a day after the refund should have been issued) to see if anything was happening and they put me off, "we have to talk to corporate about it, we'll get back to you". They finally sent me an email saying they'd refund it - and I'll get my money back in 5-7 days...

4 weeks to get a refund for a phone I never received. What bulls--t. I'm never using this awful company again.