JF C.

I have placed an order of US$300 on 4 November 2012 which is entitled for the free shipping to my country and I have made payment accordingly. But later I was asked to pay for the shipping fee, customer service mentioned there was a system error which system should have charged for shipping fee instead of free. I am sure there is no error as my order is above US$300 so am entitled for free shipping.

On same order above, there was 2 unavailable items so I request for refund but never get it.

Another problem was an order was wrongly created when I want to add additional item. I went to Live Chat and spoke to a Nancy who said she will add the item for me so that there won't be shipping fee incurred but she did not give me correct information or instruction on how to go about making payment so I have created a new order instead. Before I made payment, I have asked her on Live Chat "how to make payment" and her reply was "you can pay as your last time" so I did that, not knowing that I have to pay on member site by clicking on the 1st order. So I have requested for refund of shipping fee for this 2nd order which I feel I should not have to bear for wrong instruction/information given by a customer service staff. She as a proper customer service staff should have guided me clearly and correctly.

I have emailed them repeatedly and they have insisted that I should be paying for these and refused to make the refund.

I strongly feel that the customer service should have let the management handle this if they have no authorities to waive the incurred shipping fees charged by system error and wrong information/instruction given by Nancy. I have asked them for management personnel details and emails to write to but they refused my request so I wrote to the Manager in charge of USA operation on 2 December 2012 and he promised to assist me but sad to say till today (21 February 2013) I have yet to receive any reply from me.

Even though the refund amount is not that much but to me this is a business deal and if there is problem in the system and wrong information given by a member of staff, the company should refund back the money accordingly.

My advice is stay clear of this website, it is not worth the hassle and they are not professional at all including that head of operations in New York. Very disappointing.

If anyone have any idea where I can lodge an official complaint on this company, please let me know. I feel real action should be taken against this type of site so that such incidences won't happen again.