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Review 2/10/2009
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Everything started beautifully. I placed an order for what I needed. I paid. I got my order. Yahoo. Turns out I ordered the wrong thing. Uggh. Seeking to repeat my experience I attempted to, per this company's request, to obtain an RMA (return merchandise authorization number) to begin my return/exchange. Well over seven business days, which so far has included three e-mails, one fax, five voicemails, six phone calls on hold ranging from 23 to 47 minutes only to have my call dropped, I got a form-letter e-mail response that said to call customer service to get my info. With new optimism I called only to be on hold for 43 minutes and the line went dead. I noticed their on-hold announcement indicates that they are a part of they are a proud member of the International Door Association. When I called the IDA, they indicate that this is no longer true. A feeling that I had already confirmed this because the on-hold information also includes the phrase, "... please stay on the line so a helpful member of our staff can assist you." OK. How long do I have to wait? Horrible customer service verging on theft. I'll write back if this isn't solved in 30 days (the time allowed for my return).
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