Most Frustrating Purchase Experience Ever
I ordered a sleeping pad on 12/2 that was on sale for a killer deal. After it hadn't shipped for 2 weeks and having heard nothing, I checked my order status and it said it was backordered until 12/30 even though it showed it was in stock when I ordered it. 12/30 came, no sleeping pad and my order showed an updated date of arrival as 1/20. 1/20 came, still no sleeping pad. Then finally, on February 5, I got an email saying that my payment was declined (I had to get a new credit card due to fraud) and to update my information so my order could be placed. I updated my payment information within 4 minutes of receiving their notification. Again, 2 weeks later, my order status has changed to "being fulfilled" but it still hadn't shipped and there was no charge on my card. I called customer service and they told me my order had been cancelled due to no response. Their email said nothing about replying to the email to say that I had done so. They told me that I could place a new order and call back once it was shipped to receive a refund for the difference, honoring the original price of my first order. I surprisingly did receive a refund but not for the actual difference of the 2 orders. I called back and they stated that I had used a coupon on my first order and wouldn't be refunding that difference which was about another $30. That was not communicated when I first spoke to customer service and if they had, I would not have placed a second order. I was under the impression that they would be honoring the difference between the total amounts I paid for the orders. After speaking to 2 different people, they ended up giving me another refund for the coupon amount but it was still about $8 short of what I should have received. Close enough but still a frustrating process. It took over 3 months, 2 emails (non of which they responded to), 4 phone calls and 2 refunds to resolve this and it still wasn't made right. I will never purchase from this company again.