Hearthsong Promised christmas delivery - didn't deliver! Horrific customer service - lost tracking #'s, packages - no refund in weeks! Internet Internet

I ordered several items from Hearthsong online on December 11th, and called to confirm a Christmas delivery before I placed my order, which I was promised. I spent a lot of money, and these were to be my childrens' presents from Santa. I never received a shipping confirmation, so I e-mailed customer service on 12/18/06. When I received no reply, I called their service line, and the representitive informed me that due to heavy demand, they would no longer be able to honor their promised Christmas delivery, and that there was neither a way for them to determine if the packages had been shipped or when they would be if they hadn't. I was told I could refuse UPS delivery if they arrived after Christmas. I scrounged up enough money to find replacements at a huge financial inconvenience.

On December 26th, I e-mailed customer service expressing my dissatisfaction and informing the company that I told I no longer wanted these items and demanded an immediate refund to my credit card. A representitive named Beatrice called me back and left a message stating that she was sorry for the mix-up, and that my items would be shipped out within the next few days. I got her voice mail every time I called back to reclarify that since their delivery agreement failed, I had no further need for these items.

Two packages arrived at my home 12/29/06, delievered when I was not here to refuse them. I tried to return them to a local UPS store, and the representitive there told me I would have to speak to customer service at Hearthsong to arrange a pick-up and return. I called my friend Beatrice again, and she arranged for my items to be picked up, which they were, on 1/3/07, delayed because of the New Year holiday.

As of today, 1/18/07, I have received no refund. I sent an e-mail, and a rep responded stating they had not received my items. Back and forth through e-mail I resent my tracking #s and dates UPS picked up, and I finally got a response that the items were received on 1/5/07, but since their returns are backed up, and there is no way to tell when I will be reimbursed. What a nightmare! If the company knew they wouldn't be able to honor their delivery agreement, why would they not have contacted me so that I could make other arrangements, instead of this incompetent run-around?

Ellen
Naperville, Illinois
U.S.A.