2 questions.
1. Do they have a contact number and
2 Did you pay by cc?
The reason I ask is this, I used to work for a merchant account company, and I know that every company has to answer to them. I would do it in exactly this order.
1. If you can call them and tell them that you have not received your order, ask for tracking, and then tell them if you do not receive your order by 2-5 business days, you are going to contact their merchant account and complain. People don't realize how quickly things get done when you say the magic words "merchant account". Because if a company gets too many complaints from their merchant account, they can have their processing cancelled (translation they can lose thousands, if not hundreds of thousands of dollars in transactions because the merchant account will freeze all transactions that they have processed within the last few months, and research before they let them see a dime. That means they can lose tons of money, not to mention they will not be able to process credit cards. What it also does is this, it makes it hard for them to find another merchant processor (someone who processes cc) because they want to know why they have a frozen account elsewhere. It is truly too much pain in the butt for any company. They'd rather just give you your money back than go through this. Another option is to just tell them you want your money back now or you will contact their merchant account and your credit card company if they do not comply. Do not accept anything but full restitution. If they do not do it, you have another option
2. contact your cc company, even if you used a debit card you're protected, and complain. explain everything and they should place the money back into your account immediately or upon investigation (depending on their policy).
I like to tell companies the "merchant account" words ...and please speak to a manager, not just anyone when you say these words so that they can fathom the consequences, before even going to my bank or cc. Because 10 out of 10 times I get what I want. I just had a problem w/ ordering something that I saw on tv, and noticed in the email that they were processing me for a one time payment after the trial, instead of the three payments that I was set up for. I immediately called them to straighten it out, and the guy on the phone said there was nothing he could do. When I received product, send it back, call them for some form, then fill it out, send it back, and then request a reset up and refund. I immediately asked to speak to his manager. I told the manager it's not my fault they made a mistake in billing. It is their responsibility, not mine, to fix it. In addition, I will NOT go through all that trouble and I expect them to set it up in three payments as previously stated.Keep in mind the previous customer service agent said it could not be done (I knew he was full of it. They just want to take it all and make sure you don't cancel later). I told them I thought their practices were seemily shady and I was going to contact their merchant account and complain if they did not immediately correct the problem, and then I was going to turn around and call my bank to complain (as I paid with a cc) and get my money back one way or another. I gave them two options: bill me in threes, or refund my money and don't send out the product. Its that simple. She apologized and immediately corrected the situation. I've had other companies try bull with me but I know the magic words. Stay calm when you talk to them, but be firm about this.
Finally, If there isn't a customer service number and only an email, email them and demand your money back, or else you'll have to contact their merchant account. Thank them for correcting the matter, and tell them you're looking forward to a confirmation email. Make sure to include all your contact info and your ordering info.
.
inocchio
but I contacted her directly and she put my money back into my account.
