Figi's Gifts In Good Taste Refuses to refund money after order cancellation request Marshfield, Wisconsin

On 12/25/2012 10:15 PM I placed an order with Figis and received the following confirmation of my order. 

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DearXXXX
Thank you for shopping at Figis Inc! We have received your order, and upon approval we will fulfill your order as requested. You will receive email notification when your order has been approved. Most orders are accepted within 24 hours.

If you have any questions about your order, please contact Figis Customer Service. We hope youve enjoyed shopping with Figis. Visit us again for all your gift giving occasions! Thank you for your order, XXXXX If you need any assistance with your order, please contact us at 866-855-0203 We look forward to serving you again.

Order Summary
Billing Info   Payment Method
XXXX (credit card and address information removed from email by me)
Shipping Schedule: Ship Now  
Item # Product   Qty   Price Each   Total Price 0417  
Kave Kure Cheese Balls 1 $26.99 $26.99  
Merchandise Subtotal: $26.99
Order Totals
Merchandise Total: $26.99 25% off any order ($6.75) 
Shipping Total: $10.98 Tax Total: $0.00  
Order Total: $31.22  

*Please note sales tax has not yet been applied to your total.
         
    Keep Connected: 
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At the time of the order I wasnt able to indicate this was a gift order, and since I have an online business, I know that addresses on credit cards are often used to verify the order. Therefore I sent an email to customer service requesting the order not include the receipt since it was a gift order, and I also gave them my name and address so they could verify it was indeed my credit card and a valid order. 



Customer
By Web Form (xxx) - 12/26/2012 12:20 AM
This is a gift order so please make sure the receipt and price are not included. I didnt notice an option to mark it as a gift.


12/26/2012 02:26
PM I received this is a reply:
Response Via Email (Colt - Your Customer Care Associate) 12/26/2012 02:26 PM

Dear xxxx
Thank you for your recent contact. We do not include a receipt or any indication of price with the gifts sent. Only the billing address will receive this. If you have any further questions or concerns, please feel free to contact us again. Thank you for choosing Figis, and have a nice day!

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I responded at
12/26/2012 1:32 PM with the following email:
Sorry, but this did not address the problem. There was no place to put a separate billing address, unless you are able to extract it from my credit card.

The order is going to California. I, the buyer, live in Washington state. This is my first order with your company and so far I have yet to receive an indication my order has been processed and I cant seem to get anyone to understand that I placed the order from Washington as a gift for family members in California, which is the address the order will hopefully be delivered from. Should I just cancel and start over?

Here is the order information, but I have yet to receive confirmation that it is processed and my credit card has not been charged yet. (I included the order information that was in the original confirmation they sent me.)


I received this response:
Response Via Email (Lisa - Figis Customer Care Team) 12/26/2012 04:01 PM

Dear xxxx
Thank you for your most recent contact. According to our records, we show that the order was placed in xxxxx name as the buyer. If this is not correct, please let us know so we are able to solve this issue. Sorry for any inconveniences this may have caused.



I woke up the next day to this email and my credit card being charged for the order: , December 27, 2012 4:54 AM Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.

SUBJECT
Order for xxxxx
DISCUSSION THREAD                          
RESPONSE VIA EMAIL (LISA - FIGIS CUSTOMER CARE TEAM) 
12/27/2012 06:54 AM

  Dear xxxx
Thank you for your most recent contact. Our records indicate your order is on hold at this time. Please contact our customer service at 1-800-422-3444. Thank you.
AUTO-RESPONSE     12/26/2012 03:40 PM



I then sent them the following request to cancel the order and take back the charge on my credit card:
Customer By Email (xxxx - 12/27/2012 02:25 PM

Please cancel this order immediately. I just called my credit union and they claim you received authorization YESTERDAY so theres no reason this order should be on hold. Ive had an online business since 2008 and know this kind of incompetence is ridiculous. I do not wish to ever do business with you again.
xxxxx



A couple hours later I received a phone call from a customer service representative who told me the order had been processed and was on its way. I thought okay, its taken care of, order placed, on its way. Wrong. I received this email shortly after the phone call.

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Response Via Email (Lisa - Figis Customer Care Team) 12/27/2012 06:54 AM
Dear XXXXX
Thank you for your most recent contact. Our records indicate your order is on hold at this time. Please contact our customer service at 1-800-422-3444.
Thank you.



I called the customer service number immediately and told them to cancel the order, that I no longer felt comfortable doing business with them. The young man I spoke with said he would do that for me and my credit card charge would be reversed in a couple days.


Then I received this email:
Response Via Email (Mercede - Your Customer Service Associate) 12/27/2012 05:48 PM
Dear XXXXXX
Thank you for your recent contact. After reviewing our records, order number 58284-0120 is currently no longer on hold and will ship as requested. We apologize for any inconvenience this has created. If you have any additional questions or concerns, please feel free to contact us. Thank you and have a great day.


I sent them the following reply:
Are you people insane or is your customer service located in some deep dark hole in space? After three phone calls to three different people, at least five emails, my credit card charged yesterday and today receiving a notice my order was on hold, I cancelled this order because none of you were able to figure out how to fill it and ship it. I do NOT wish to do business with your company. If this order ships, I will return it. I do not want to do any further business with you. How much clearer do I need to spell this out?


and received this in return:
Response Via Email (Kallie - Your Customer Care Representative) 12/28/2012 06:27 AM
Dear XXXXX
Thank you for your recent contact. Please be aware that when we received your request for the order to be cancelled it was already prepared to ship; therefore we were unable to make changes or cancellations. Once this order ships we will apply a credit back to your credit card. You may keep the Cheese Balls & Spreaders as we do not accept the return of food items. Please accept our sincere apologies for any inconvenience.

If you have any additional questions or concerns, please feel free to contact us. Thank you and have a great day.

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The next day my credit card charge was removed. That should have been the end of it. Except on December 31, my card was once again charged for the order that was cancelled. I wrote them a final email telling them I would be filing a complaint with the Wisconsin Better Business Bureau to get my money back as the charge is still on my card.

At this point, I no longer feel comfortable with them even having my credit card number, much less doing any kind of business with them. Their lack of professionalism has worried me so much that I am having to cancel my credit card and have a new one issued. I want my money back and I do not want any of their products, if they even exist. As someone who has had an online business since 2008 I am appalled these people are even allowed to call themselves a business.