On July 21, 2005 at approximately 1:45 p.m. I ordered a hanging lamp from On The Web Marketing (OTWMG). Order was placed with Amy @ 1-800-220-7584, and billed to my Discover Card. No mention of cancellation policy was ever mentioned during the phone call. At the time order wasplaced I did not realize ceiling in my new home was not wired for electricity. My friend advised me of this at apprx. 4 p.m. and/or 2 hrs. l5 minutes after order was placed.
At 2:17 p.m. an email was sent from OTWMG confirming order. However I did not receive email until shortly after 4 p.m. due to da power surge & an hour plus brown out.
Upon receipt of OTWMG's confirmation I immediately called the company and requested to cancel. At that time I was informed "the order cannot be cancelled because the transaction to their supplier was done electronically." Sounded fishy to me that one can contact a manufacturer to place an order electronically, but you can't contact same manufacturer to cancel the order electronically.
The reason being is that OTWMG wants to sock you with two way shipping charges and a 30% restocking fee (see attached)
We have received your request to cancel your order. Once submitted, orders are electronically relayed to the appropriate vendor or manufacturer. As a result, orders cannot be cancelled once processed in our system. We guarantee shipment of most items within 4 weeks. Provided your item does not have a stated shipping time of longer than 4 weeks you may call at the end of the 4-week period to cancel your order provided it is not in transit to of from our shipping facility.
Depending on the situation some orders may be cancelled with our vendor/manufacturer for a 30% cancellation fee.
If you have simply ordered the wrong item it may be possible to process an exchange for another, similar product that will fit your needs. Please contact customer service if this is an option that may work for you.
After your order ships please accept delivery and inspect the product. Please contact us if you would like to return your merchandise, and we will provide a Return Authorization Number. Your refund will be the cost of the
item less all actual shipping charges.
Please note that if you refuse the item when it arrives, you will be refunded the purchase price for the merchandise less a 30% restocking fee and less shipping in both directions. Your refund will be processed at the
time the refused merchandise is returned to us.
Please refer to our complete customer service policies that are posted on our web site for further information.
On The Web Marketing Group
I have tried phoning and emailing again today, July 22, 2005, but to no avail. I will, of course, file a "dispute" with Discover Card, and appreciate that Rip-off Report and the BBB have other complaints.
Palm Desert, California