Yesterday at 12:05 pm, I placed an online order with Figi's, at a merchandise total of $65.96 (to say nothing of the exorbitant delivery charges). At 2:12 pm I received an email, offering a free gift with any online order over $25. Since I had just spent more than double that amount, I called the Figi's customer service number to see whether I could have that gift applied to the order I had just placed. I spoke with an agent, who told me that the order was already being sent, after two hours. When I said that I didn't think that that was actually possible, she transferred me to a male supervisor. The supervisor told me that the order had not yet been accepted into the system, but if I called again within 24 hours I could make this change -- it might require me to cancel my order and start again, but it could happen. So, I called this morning, and spoke with an agent, who stonewalled me until I protested, and who again transferred me to a female supervisor. She told me that my order was already boxed up and ready to go, so no changes could be made to it. I told her that the supervisor from the day before had told me that I could cancel and reorder. She said that the only way I could cancel was to refuse delivery of the items and send them back. On top of which, she told me that it never would have been possible to make this change to my order, despite what the male supervisor had told me yesterday. So the bottom line is, I've spent lots of time on this, and been told lots of wrong answers, which is very, very frustrating. I have also heard an awful lot of "Well, I'm sorry that you feel that way" from all four people I spoke to. With the exception of the one agent I spoke with this morning, I haven't heard an actual APOLOGY, only the expression of regret that I'm frustrated, which seems to boil down to "we're not wrong, you are." Which let me say is a GREAT way to feel as a customer. But in all of these conversations, nobody has had anything concrete to offer as a solution. I sent an email complaint, and received a response which told me that I would never have gotten the free gift, and yet again apologized to me because I was frustrated. Not because they were in any way wrong, not because I got different AND INCORRECT information from everyone I spoke to, but because I was frustrated. I've kicked you in the head, and I'm sorry you have a headache. But I'm not sorry about kicking you in the head... I gotta say, I have bought from Figi's almost every year for a number of years now. I'm pretty sure that it'll never happen again. I've done some googling, and will buy these items elsewhere from now on. Which is too bad.