On December 9, 2011 an order was placed in the amount of $74.07 via the website ShapeFX.com for 4 items of clothing and order number was provided 1099285 created. On December 23, 2011 I checked the order status online and the history reflected as 'Not Shipped, Not Canceled, Not Returned, Not Open', so I called the company and was advised "There is a problem with orders and the website. We show no order in the system for you". So I moved on.
On February 16, 2012 a charge was debited from my credit card in the amount of $43.45 from SS *NEWPORT NEWS 800-6882830 NY. I called the number provided and was told, "There is no order in our system for you. Dispute the charge". Of course this response made no sense so I called again and was then told "This is a ShapeFX order, your order shipped on February 15, 2012."
Now considering I had not placed any order except for the December order I logged into their website, and again the order history displayed as Order #1099285 'Not Shipped, Not Canceled, Not Returned. Not Open. So I called them again. I was advised they cannot look up orders in the system with order numbers AT ALL. Only using the customer name and amount.
When I questioned why the amount ordered was different from the amount charged I was told "We no longer have 2 of the items available and sent you what we have". When I questioned why an order that was placed and authorized in December would ship and process two months later I was told "Our warehouse was backed up and you did not cancel the order. This is why it was processed and shipped to you."
When I noted I had not authorized the February charge or received the merchandise I was told "You have to send the merchandise back in order to receive a refund." On February 23, 2012 When I asked to speak to a manager I was told "Your information has to be submitted for a call back and they will call you back at their earliest convenience within 24 to 48 business hours"
When I asked for the number to their corporate headquarters I was told "We do not give out that information." When I asked for the tracking #, it was provided as 1Z71438YYW47968813 UPS and the current Status listed as February 20, 2012 'As requested by the sender, UPS has transferred this shipment to the local post office for delivery to the final destination.'
When I questioned the status I was told "That is the information I have". When I asked what steps should I take if I did not receive the merchandise I was told "The item shipped to you on February 15, 2012. You have to wait 5 to 7 business days from the date it shipped before you can request a refund for lost merchandise."
When I advised the rep this is not the information the website is providing I was told, "I can only give you the information I have which is the correct information and directly from our warehouse, we have no control over the website."
Since there is no place area to CANCEL or update the order information online manually, I asked the respresentative when the website would be updated to reflect the new and accurate status of the order to prevent any possible future problems. I was then told "We have no control over the website. I'm giving you the accurate information."
When I pointed out the order had been placed on the website (which is in their company name), my credit card information was submitted via the website and I was advised the order was placed because it was never canceled I was then told "The website is sperate, our information from the warehouse is accurate. I can't tell you when the information will be updated or if it will be corrected".
When I asked for verification that the representative was telling me their website is a separate and inaccurate entity I was told by a very frustrated customer service rep "Ma'am this is the information I have". A website that is miss-represented as the company you intend to order from but is not controlled by said company. A website that takes your credit card information, provides you with an order # that is essentially useless. A website that is not updated yet retains a clients personal mailing, email and credit card information.
A warehouse that is two months behind on processing orders. A warehouse that submits charges to client credit cards at the time of their choosing. A company that processes orders in a manner of their choosing. Send merchandise of their choosing. Request orders shipped via UPS to be delivered in a manner of their choosing 'transfer to local post office'. Seriously? How is this not fraud and Questionable Business Practices??