My wife placed a pre-order for Holiday cards back in October to give the company plenty of time to get them ready and avoid the seasonal rush. She was given a SHIP date of 12/3. This was never indicated as a "processing date" or even an "order date". It's on the invoice as the date the order would be shipped. A few days of delay would not have been a problem. We get it, things happen. But when 12/13 rolled around with no progress on the order we began reaching out.
The service reps gave us the same song and dance as the other negative review. They blamed my wife for placing an order after their holiday cutoff (in October?), they blamed the Post Office, processing delays, etc..
When it got to 12/17 we finally requested a refund. That's when the service rep started lying. Suddenly we're being told that the order was mailed on 12/13 and she claimed that several were marked as delivered including the one to our own address. We obviously did not have one, and upon reaching out to our mailing list, nobody else did either. My wife had also paid an extra fee PER CARD to track shipping and delivery and had received nothing about any of that.
They tried to offer a store credit refund, but who would want to return after that. We asked for a refund minus postage with the offer that I would not post negative reviews. They finally agreed to a full refund and we went out and bought cards to do ourselves. A few days later, a few of their cards did get delivered with a postmark of 12/16.
So why am I writing this? After the cards were delivered, they clawed back the refund. Then they banned the account so we can't track the remainder of the order.
Technically we did get what we paid for (eventually) so the money aspect is kind of moot. But seriously, don't lie to your customers and don't offer pre-orders with promised ship dates if you have no intention of honoring them. If this company had just been honest about the mistakes we would have been unhappy, but walked away and let it be.
In the future we will be buying and writing our cards by hand again. Somehow, it's the option that takes less effort and costs far less. read more