On 11/26/12, I had ordered 2 personalized, movie gift cards for my Mom for Christmas. Because Fandango did not have a denomination of $75, I ordered 1 for $25 and 1 for $50. And because they were both to be personalized with her photos, they were an additional $3.95 each. I have their confirmation email with 2 different images and amounts.
I received the $25 card in the mail within a week. The second card never came, even though my credit card had been charged for both and fees. On 12/7/12, I sent my first email to their customer service dept via their website. From then on, each response I received was a different bizarre excuse. In many cases, I had asked how I could help but the question went unanswered. In my most recent emails, I had requested manager involvement and/or a phone number, but customer service will not provide the information and now they've stopped responding. I've kept all the email threads.
Finally, after 2 months and many email exchanges later, Fandango sent a response saying they had shipped the $50 card. Yay! 7 days later (a few days ago), I received a $25 card in the mail. It was the same amount and image they had sent months earlier. For some reason, they will not send the $50 card with a different personalized image on it, even though I paid for it. I am willing to forego the other image if they would just send what is owed to me, or I'm willing to send this mistake back (at their expense) and get a refund on the $53.95.
Thank you for your time.
Rachel McVey firstname.lastname@example.org