Scratch Wireless scratchwireless.com/linkedin.com/company/scratch-wireless-inc-facebook.com/scratchwireless No customer service phone number, responses by emails take days to receive. Cambridge Massachusetts

I have no way to get in touch with this company. If they provided good service people would not have to wait on hold. If a company will not let you speak to them, then run the other direction. This company is impossible to get connected to. They have given us credit and our phone still does not work. All this after offering a free service that now costs money. STAY AWAY FROM THIS COMPANY!

It seems a fraudulent order was placed on our website using this person's credit card information.  As an e-commerce site, we put many measures in place to prevent fraud but unfortunately there are bad people out there and if they have all the information necessary to place an order its difficult to prevent this 100% of the time, although that is our goal.  

The owner of the credit card contacted us and we responded in a timely fashion, actually within 3 minutes of the contact which is documented in our customer support system.  The contact was made on Sunday at 1:22 PM and we responded on the same Sunday at 1:25 PM.  The owner of the credit card asked for the person's address to where the order was shipped and their full name.  We weren't comfortable providing this but did offer to speak with the police and provide any information to them. We can't give out personal information even if the activity is suspicious.  

We offer fantastic customer support.  We have many testimonials to demonstrate that posted on our web site at: http://scratchwireless.com/testimonials  Our support is all online via email and live chat.  We don't offer an inbound phone number but we do respond to inbound emails via phone when necessary.  In fact, we provided a phone number to this individual this morning in an exchange via email for either him to call or to provide to the police to help track down this fraudulent activity.  

We are a small company and made a decision to offer support over email and chat to try and provide a great experience rather than have a traditional phone number where people can wait on hold which no one likes.  So far, this has proved to be a great way to offer customer support.  As a growing business we stive to offer great customer service and will continue to improve our fraud detection and our customer support but given how quickly we responded to this case we feel this report is unfair.  I'm sure being the victim of fraud is frustrating but we didn't commit the fraud, it was someone who had access to this person's credit card and personal information.  For the record, we do not store credit card information on our site.