Horrible Customer Service & Returns. Borderline Fraud
Written: Jul 13 '11 (Updated Jul 14 '11)
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| Full Review |
It takes a lot for me to give a "1". This is an incompetent and dishonest company. NEVER bother trying to cancel an order or try to get your money back. Their return and "100% Satisfaction" policies mean NOTHING. Here's the ongoing horrible story:
I ordered a $120 sleeping bag on the evening of 6/8/11 after work (8 PM- AFTER Altrec closed). I thought my lady wanted it- turned out she did not. So TWO HOURS after ordering I tried to CANCEL the order -around 10 PM PST:
Within 2 hours of placing the order I:
1)Tried to cancel with the "cancel button" on the order review window. No dice. Evidently the "cancel button" is just for "show"
2) Sent them a message directly through their web site, asking to cancel.
3) Sent them an email to their email address, asking to cancel.
EARLY the very next morning I called and requested that the order be canceled. I was told it would be (evidently all the earlier attempts were ignored).
2 DAYS LATER I receive an email saying that that the order SHIPPED! It shipped TWO DAYS after FOUR contacts asking to cancel.
Called again that day. Was told nothing could be done. Was told to "reject the item" when it arrived.
On 6/15 the bag arrives and we refuse delivery. We track it back to the shipper. On 6/17 the bag arrives back at the shipper. The next day I contact Altrec and tell them we need our refund. I am assured that it will be processed within 2 days. 5 days later I call again. "No, it has not been processed, but we will get it done immediately". 5 days later another call to Altrec and they tell me that they finally have it in their system and the refund will be on its way. 4 days later, no refund, and I call AGAIN- AGAIN I'm told the refund will be done immediately. Now it is 7/13 - FOUR WEEKS since the bag was RECEIVED BY THE SHIPPER, and we receive an email saying that The "return has been received". THEY HAD THE BAG 4 WEEKS and now just "RECEIVED" it ????? Now the email says "10 days to process the refund".
THEY DRAGGED THIS OUT LONG ENOUGH that my credit card company probably will not do anything. Just plain FRAUD.
UPDATED: 7/14/11- Submitted a dispute to my credit card company. With all my documentation they had no problem providing the refund.
Recommended:
No
What product did you purchase or try to purchase? Sleeping Bag
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