My pathetic experience was placed online. My order from 10/12/2010 has created 2 negatives. First, I was unaware that my order would take over 3 months to arrive (which I am STILL waiting for). Second, because of the error the website my order was processed 2 times (therefore, double charged).
When any average person places an order they know that usually the shipping arrival times given are really a deadline for them to deliver. Well, their website DOES have the feature that checks the estimated time of arrival, BUT ONLY IF YOU CLICK A SPECIFIC BUTTON SOMEWHERE. It does not actually disclose it on your order (normally it would say "Standard: Usually ships in _ to _ business days). I only found out later after following up about a refund that I had not yet received.
The website had originally given me an error after clicking on the "Submit my order" button, so I refreshed my page F5 and clicked submit again hoping nothing would go wrong because I did not give me a confirmation number on the first click of submit. When I checked my email it had sent me 2 separate emails for 2 separate order numbers... YIKES... I WAS DOUBLE BILLED!
It was a weekday (during their business hours), I instantly called them up and expressed that I needed to be refunded for the second transaction. They said that they would note the account to process a refund and that I would receive an email from their company. I did actually receive an email. It said:
"I will send your refund info to the accounting department to look into. "
I have called 3 times (including an hour ago) and sent out 5 emails in total regarding this issue (one call a month and several emails back and forth).
Today is Saturday ("managers are not available" on weekends, as per customer service's words). Here is the thing, they sound so professional and re-assuring about the situation that you automatically give them a chance. But now I've had it!
I had read many reviews about them, unfortunately, only after determining that I have an issue in my hands. It’s been over 3 full months today that I have processed my request for a refund of $141.00. I asked the girl on the phone or name of a contact that I could reach out to during their business hours (8am-4pm Monday thru Friday). She did not give me a name but rather an address of 1184 Roosevelt Rd, Suite A, Glen Ellyn, IL 60137. He will be getting a letter from me soon too...
I am, unfortunately not the only victim/customer. It turns out that other girls that are part of the same wedding are also experiencing the same issue. BEWARE THEY DO NOT GIVE YOU REFUNDS!
