Borders.com Borders Group, Inc. Have not received my online order in 20 days and they refuse to issue a refund Ann Arbor Michigan

I placed an order with borders.com on July 20th via credit card. The policy states that it can take up to 14 business days. On August 2nd, I called customer care and they guaranteed that I would receive my order on August 5th. August 5th came and still no order. I called on August 5th and they said it would be here by August 7th. Asked to talk with a manager with they refused. Called on August 9th 2008 to speak with a manager and cancel my order and they refused to do both. Called again today, August 10th 2008 and they refuse to issue a refund stating that my order is on the way. I tracked the order and it still says it hasn't been shipped.

This is not a good company. Never place an order online with them. I also contacted the relations department to forward my e-mail to the CEO George Jones with no response. Please stay away from them. I will never do business again. I just want a refund.

The truth
Howell, Michigan
U.S.A.