Missing items + damaged items + a duplicate item + an item I didn't order + a refund I didn't ask for = my first Ozbo experience
Ozbo's prices are low, but the headache in simply trying to get what I paid for was not worth the monetary savings.
On September 3, 2011, I ordered at Ozbo.com, using a coupon code for free shipping on orders over $50. All the automated emails Ozbo sent after that are in a completely different voice than customer service representative, Samantha. The automated emails are fun and friendly whereas the people over there seem to email whatever to get you off their backs and do whatever at whim with your order.
On September 10, I received the first of 3 Ozbo shipments. Though the packing slip listed all 5 items I ordered, 2 were missing, plus 2 were cracked maybe because there was so little padding material. I emailed firstname.lastname@example.org, and on September 12, Samantha began what became a series of empty responses about how the missing items were going to be shipped. In the end, they were never shipped. I wanted to send back the damaged items, and though the back of their packing slips say they'll provide a prepaid return label for that, Ozbo always seemed reluctant. Samantha emailed "You may dispose of the damaged items, as we do not want them sent back to us."
On September 22, I got a second box from Ozbo with the replacements for the cracked items. There was no padding in the box, but luckily, they were fine.
On September 24, I got a third and final box from Ozbo containing a duplicate of one of the things I got 2 days earlier, plus another item I didn't order. The packing slip had careless errors, listing the duplicate item and one of my missing items that wasn't actually in the box. I emailed Ozbo asking for the missing items again and for a prepaid return label so I could send back the mistakes.
On September 27, Samantha emailed "We have refunded you for the missing items; please note that the refund may take 3-5 business days to show up on the card you paid with. You may keep the incorrect items you received as a gift from us."
I was shocked because I never asked for a refund, so there were some back and forth emails where I said they could cancel the refund and that all I wanted were the missing items. Samantha replied with things like "We are very sorry, but we are not able to send you any more shipments on this order. If you would like, you may place a new order online" and "You were refunded for the missing items, and you are welcome to re-order the items online."
I was surprised Ozbo was so quick to suggest ordering with them again when this first order was handled so poorly, and I wondered if they were trying to scam me into giving them more money. If I placed a new Ozbo.com order, I'd probably have to pay extra one way or the other, like pay extra for shipping.
Waiting for the refund to show up on my credit card and filed a complaint against Ozbo with the Better Business Bureau ... but who knows if anything will come of it.
All I wanted was for Ozbo to send what I originally ordered in good condition at the original total price, a task that seems very difficult for them to complete.