ED Magedson – Founder
Seattle Coffee DirectInternet United States of America
Here are the details and terms of the order from Oct 7th, 2009 when I processed the order:
DETAILS AND TERMS
The charge will appear on your statement as WorldCoffeeExpress. If you have any questions regarding your order, please call us at 866-794-2030. Customer service can be reached 10am - 6pm Eastern Time, Monday through Friday
As you can see from the details above, which is the only information that was available to me at the time of processing the order, there is nothing stating a total charge of $79.00, or an Automatic Delivery, to or for Seattle Coffee Direct, or for World Express Coffee
On October 11, 2009, I logged into my Bank of America account, and saw that there was a charge of $79.00 to Seattle Coffee Direct, which I was not aware of, so I called the Banking center to dispute, and was told that because it was still Pending, I could not dispute.
I tried calling Seattle Coffee Direct on Monday, October 12th, 2009, in an attempt to cancel my subscription, and stop the charges, but they were closed for Columbus Day.
I tried on Tuesday, October 13th, 2009, and spoke with a representative in Seattle Coffee Direct, and I explained that this was not what I agreed to, and had no idea what the charges were about.
That representative explained to me that because I did not log into the WorldCoffeeExpress website, and make a selection of a specific delivery program, that the company automatically entered the order for a Double Shipment, which resulted in the $79.00 charge.
I told this representative that I did not even receive the initial Trial Sized order, and didnt know if I would like the product, and he stated that the trial/initial order should be received within two weeks of the order process. I then told this representative that I wanted to cancel my subscription and requested a refund of the $79.00 that was charged without my permission. That representative told me that he cancelled my subscription, that when I received the package after my initial order, to refuse the delivery. I asked him about the refund, and he told me that it would take approx 14 days for the refund to be posted to my account. I did receive the package after my initial order, and refused the delivery and sent it back to the company, which is the process the initial representative told me to do.
I did call this company back again, either on October 26th or 27th, and spoke with another representative, and stated that I had not yet received the refund, which was promised to me on my call from October 13th.
This representative told me that it usually takes approximately 30 days for this refund to be processed. I explained that this is not what was told to me on the 13th, and asked to speak to a supervisor, and when I asked, this representative put me on hold, and came back on and stated that I was correct, and I should be getting this refund within 14 Business days.
On October 30th, I called back again, and spoke with Suzana, who told me that the refund process takes between 30 to 60 business days to process. I explained to Suzana that this was unacceptable, as her company was quick to charge the $79.00 without authorization, for a product which I did not accept, agree to, or even have in my possession. I explained that the past two phone calls, the representatives told me that the refund process would take 14 days, and she apologized and stated that they were incorrect. I then asked to speak with a Supervisor, and she disconnected me. I called right back, and immediately asked for a supervisor, and was given Kim, who claimed that she was the manager. I expressed my frustrations with Kim, and my dis-satisfaction with this process and the overall experience I have been having with this company, and demanded my refund, that the initial 14 days have passed, and to wait any longer is unacceptable. Kim then reiterated to me that the previous representatives were incorrect with their statements, and their refund policy states 30 to 60 days for refund to be processed. She told me that I could dispute this with my financial institution, which is when I called Bank of America to open this dispute.
After receiving your letter stating that you have found no error, I made the following calls:
Dec 2, 2009 Four calls between 12:45pm and 12:51 pm, when I finally reached an operator, she transferred me to the voicemail box of Ms. Lee Simmonds, whom I left a very detailed message with, and asked for a call back on my cell phone at 386-983-5112.
I did not receive any call backs from Ms Simmonds, so I called back at 4:25pm the same day. This time I spoke with a representative named Margaret, and she told me that I needed to wait the full 60 days for this refund to appear on my statement, and to call back after the 12th of December if it still hasnt appeared. I explained that this is unacceptable, that I do not have the product, it was returned to the sender by refusing the delivery, and a Merchant Refund shouldnt take this long. She again stated to dispute this with my financial institution. I said I already haveI asked to speak to a supervisor, and she refused to connect me.
I called on December 16th, and was told that the refund was not processed yet, but the representative send an email to the billing department to begin this process, and it would take approx 10 business days for it to be processed.
I contacted the company again at the end of December, and was told that the Refund was finally completed, but they couldn't or wouldn't tell me when the amount would be refunded to my account, that the refund process was completed at or around 12/30, and it may take an additional 3 to 5 business days for the refund to be posted to my account.
Today is January 3rd, and I still have not recieved the amount! I have given all this information to my bank.....
This report was posted on Ripoff Report on 01/03/2010 09:59 AM and is a permanent record located here: http://www.ripoffreport.com/r/Seattle-Coffee-Direct/internet/Seattle-Coffee-Direct-World-Coffee-Express-BUYER-BEWARE-UNCOOPERATIVE-CUSTOMER-SVC-NEV-549075. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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