Back Pack WorldBack Pack World Lied about and never delivered ordered item Los Angeles, California

I'm writing to complain about the shabby treatment I received from the merchants who operate Back Pack World and Premier Luggage.

On July 22nd, I went to Back Pack World to see if they had a Hello Kitty rolling suitcase (I had seen a Hello Kitty backpack there). The store manager, Joe, said that they did not have one in stock, but that it could be ordered. At that time, he created an invoice and I paid with a credit card. I told him that I would need the item by August 11th.

Approximately a week later, I contacted the store to see if my item had arrived. Joe told me that it would arrive the following Monday or Tuesday, around the 30th or 31st of July. He said he would call when it came in. The date passed with no word from Joe. I called that Friday. Joe told me it the item had come in but was the wrong color (blue, I had asked for pink).

Again, he told me that it would arrive soon this time by either August 7th or 8th. I went to the store in person on August 8th, and was told that Joe had been out attending to a personal emergency both days. I called both stores on August 9th looking for Joe. No one answered the phone at either store. I went to the store and was again given the runaround from Joe. I told him that the little girl's party would be tomorrow and that she would be very disappointed if she did not receive the gift. He said the item was in stock in their downtown store.

He spoke to his employee about picking up the luggage at the downtown store on the employee's way to work (this person takes a bus to the Howard Hughes Center). This did not sound very promising, so I offered to pick up the item at the downtown store. Joe said that the item would be there for sure (the store is at 1010 Suite C on Maple Street in downtown LA). He said he'd call his wife to make sure the item was held for me.

On August 11th, I went downtown (considerably out of my way) to pick up the luggage. It was not there! We were sent to a different store on the 1200 block of Maple Street. Thus sent on a wild goose chase, I attempted to call Joe on the cell phone number he provided. I left a voicemail message that was never returned. This was a very unpleasant experience, to say the least. The area is a dump and was very hot and crowded. The man in the new store said they didn't carry the Hello Kitty rolling luggage!

My friend and I complained loudly, and were given a cash refund but that was all. No apology, nothing. I very much resent this shoddy treatment, waste of time, and the pack of lies I have been told.
I'd like to add that these merchants operate multiple stores with different names.

Cc laurel
Culver City, California
U.S.A.