I purchased a dress online through the dress website dress-shop.com on May 3, 2011. I paid $199.53 USD for the dress on their website. On May 10, 2011, I requested what the company calls "rush order services" which is where the consumer pays an additional $97 USD to have the product shipped at a specific time.
I contacted the company and was answered through email by a customer service representative named Emily. I sent the money on May 11, 2011. She contacted me the same day and informed me that the payment had been received, and I was given a new order number.
My account on their website showed that the process of my dress had changed from pending to order being made after I had sent the $97 USD. Emily assured me that the date that I had requested for my dress to be sent to me was manageable and she guaranteed me that I would have it a few days in advance of the actual date that I needed it.
The dress never arrived, I had been emailing back and forth with Emily for about 2 weeks and she kept assuring me that the dress would be sent. The week that I needed the dress, I was contacted by a new individual Boris, he told me that they needed more time to make the dress and two days after the date that I needed the dress, he said that they could have it sent to me immediately.
The day that I needed the dress I did not have it, I contacted Boris through email and told him that I no longer needed the dress and that I would like a refund, he kept insisting that he send the dress, they will not give me a refund. The phone numbers listed on the site do not work. They keep avoiding my request for a full refund.