jean t.

As others have mentioned, we ordered while their website was down, as per the suggestion when trying to get to the website. The person answering the phone seemed pretty clueless and seemed like she was just writing the information on a piece of paper, and had no way to give us any order number or confirmation.
Approximately 2 weeks later, we still have no idea if the order was process, though their website had been back up for a week. So I reordered. That order processed and shipped. About a week later another order was processed through our bank. So I called (I hate talking on the phone!) Turns out they started processing new orders placed online prior to processing those orders placed by people making the extra effort to call while their site was down. I was told that because the order was processing in the warehouse I would have to wait until I received it and refuse the order at that time, then I would receive my refund when they processed the returned package. Since this was with FedEx, the slowest, most unreliable shipper, we were talking at least 3 weeks that they were using our money. In addition, I had to follow the shipment very closely to make sure I was home to refuse the shipment as I live in a rural area and don't have a place to return/refuse a FedEx shipment.
IMHO they should have processed the phone orders before returning to live service online. (You know first come, first served, and essentially they gave preference to people behind me and others who made the effort to call while they were having internet problems. They obviously suggested that people call while they were down without thinking about or working out the issues involved.