Matthew M.

NOTE: Shopmyexchange.com cleverly does not have a way of sending in legitimate reviews of their service, leaving little choice but for me to leave this experience here.

08-26-2021 – Placed order on Shopmyexchange.com for a treadmill.

09-03 – Received e-mail from Shopmyexchange.com claiming that my item had shipped. Tracking # *******261 and a link to FragilePAK was provided.

09-10 – I tried to use the tracking number on FragilePAK's tracking tool but received an error that the tracking number was invalid. Assumed that the information hadn't been uploaded to the system yet so I should give them more time.

09-17 – 2 weeks after shipment confirmation e-mail. Item still not received. Tracking number still not working on the tracking website, stating that the number is invalid. Call Shopmyexchange *******345). I am told that I will need to contact FragilPAK to ask where the item is. I call FragilPAK and they say the tracking number provided is invalid and they have no record of our order. I call Shopmyexchange and speak with a manager who confirms the tracking number is not correct and they aren't sure why I was given it in the first place. They put in a ticket for a correct tracking number. I am told that within 3 days I will receive an e-mail once they assign a corrected tracking number.

09-23 – Zero communication from Shopmyexchange. I call again to ask for an update on my ticket. They say the ticket has been closed and the issue is resolved. I am baffled. I ask how the issue is resolved if no one has contacted me with a correct tracking number. They said they don't know. I ask if they have a new tracking number. They do not. I ask if they can confirm where my order is. They said they don't know. At this point I am very frustrated and ask to speak to a manager. The manager does not have any other information. I say that it has now been 3 weeks since the shipment confirmation, a month after ordering, and no one knows where my order is or what's going on with it, so all I can do at this point is assume it has been lost. The manager doesn't have anything to say. I say that at this point I would like a full refund since I never received the item and no one seems to know anything about it. The manager says he will put in a ticket to cancel the order and I should have the refund within 3-5 business days.

10-01 – Zero communication from Shopmyexchange. No refund posted on my bank account. I call Shopmyexchange and the worker says she does not see a ticket to cancel the order and the order has been shipped. I say that is incorrect, the item has been lost, we never received it, and 6 business days ago a manager told me the item was being cancelled and a refund should be issued to us within 3-5 business days. We are now on business day 6 with no refund. The staff said she is unable to see any of this information on our account. I get upset and ask for a manager. The staff comes back and says that the manager said that because the item has already been shipped, if we request a refund now that we will be charged an item restock fee. I told her this is incorrect, the manager from 6 business days ago already told us it would be cancelled and we would receive a full refund within 3-5 business days. The staff then says that she found the ticket issued by the other manager and can see the cancellation request from 6 business days ago. We are asked to wait another 2 days for the refund to be posted.

10-05 – No refund posted on my bank account. Called Shopmyexchange again and asked where my money is. The staff says they need another 1 to 2 days maximum to refund my money.

10-08 - No refund posted on my bank account.

Summary: How can this business exist in 2021? No communication, I receive contradictory information from different staff every time I call, and I have been expected to put in all the leg work myself. You've been holding my money hostage for 1.5 months at this point and I never received the item. Disgusting.