No answers from e-mail and a customer service phone number that doesn't lead to customer service = contact your credit card company now to start the dispute process.
Yeah... I got an "I'm so sorry, your situation fell through the cracks" phone call this afternoon. Not changing anything. I could forgive losing my initial order, but not ignoring my subsequent attempts at contact. It doesn't really matter that the hiring of new staff makes such things occur; the fact was that it did, and even the phone call took two days to be made.
You'd think if it was so important and they were so sorry they'd offer me something, or respond sooner. Meh.
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You'd think if it was so important and they were so sorry they'd offer me something, or respond sooner. Meh.
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