SmartHome Smarthome.com, Smart Home INC Smart Home has a black-hole for orders and customer service Irvine, Internet

These guys have it pegged in terms of online marketing.  When you search for a locking dog door they are the ones that dominate google.  The ordering process was simple and easy and similar to Amazon who I do a lot of business with.  

The only difference is that the item never came.  I ordered the product that said it would ship in 1 or 2 days and it's now 15 days later and I have no item and even better yet no answers from their customer service department.  In fact, while they put you on hold their voice recording brags about their great customer service and hassle free return policy, yet they wouldn't give me a refund on an item I haven't received or hadn't shipped.  

They only answer they could give me is that the item ships directly from the manufacturer and they are waiting for them to respond.  After more than 3 hours on the phone with a bunch of Customer Service reps that only can tell you basic answers like "we will check into it" "we are working on it" "we will try" I finally went through their telephone directory contacted the head of their shipping department who turned me onto the manufacturer.  I called them directly and they thought I was another customer that had the same issue with this particular doggy door, but it wasn't me.  They had never received the item.  In fact, they never even picked up the phone to call the Manufactuer which I made my order in 2 mins.  I then called the Customer Service rep back to say "just cancel my order".

I explained what had happened and she said " I can make a request but I can not guarantee you will get a refund".  I said, it's been 15 days you haven't shipped or done anything with the item and I just bought it directly from the manufacturer because you guys are incompetent.  She said "sir I am trying to help".  All the executives are unreachable, and they have themselves so guarded in that you can not get a response from anyone.  No one their picks up the phone to solve a problem they just send emails but amazingly enough they do not answer them when I sent to them.  

It's one thing to make a mistake it's another to have terrible customer service and a blackhole when trying to solve problems.  I will be disputing this with my credit card company I am sure because these folks here are sharing a chromosome.

I have never written one of these reports but I really feel like this company is a joke and quite frankly I hope that they improve their service or I am sure they will suffer terminally.  All I wanted was my product, coudln't get that, so I wanted answers, couldn't get that so went to manufacture, got item and answers, so all I wanted was my money back and got more of the same.  Garbage Company, Garbage Service.  Waste of Energy and time.