Vitality Skate Shop The Great Hat Runaround Internet

On May 20 2009 I ordered my son a hat he searched for online. He found what he was looking for at Vitality Skate Shops website. It was a nice website and looked trustworthy so i ordered the hat. I gave my debit card info and the money was deducted from my account on May 21 2009. The site said items usually ship within 3-4 business days. After two weeks my son started getting really excited and would run off the bus everyday asking if his hat came.

i know mail can be slow so I waited until three weeks had passed and sent the compnay an email asking where the hat was. I received an email back (not signed by anyone) stating they had no record of my order. I emailed back and gave them my bank info that they had been paid and I did indeed place an order. I was then emailed back (again unsigned) stating that the company had found my order and apparently the hat was damaged in shipping and was on the way back to the company so they could re ship it to me.

The email also stated that i would be informed asap of the progress of the reshipping. Well, another 2 weeks passes and I hear nothing so this time I call. The girl who answers acts like she doesnt know what I am talking about but then finds my info and says "oh yes, I found your order and the notes say it is due to be shipped out tomorrow". I was happy with that answer and thanked her. Well guess what, 2 more weeks pass and still no hat so this time I call and ask to speak with the owner or manager. The girl says hold on and then comes back and says they are in a meeting and asks for my number so they could call me back.

I give her my number and surprise surprise i never receive a call back. I get on my computer that night and there is an email from the company saying there was aprocessing error and I need to file a claim with my credit card company. I was shocked by this. I paid these poeple a long time ago and still have no hat. it is not my problem to fix this. What is so hard about sending a customer a hat they bought and paid for? They are ignoring any email I send and I really dont know what to do. I dont even want the hat anymore. I just want my money back!

Sarah
Cave Junction, Oregon
U.S.A.