As sort of a gag gift for my sister, I wanted to buy her a backscratcher (pretend you didn't see this, Deb). I found what appeared to be a nice website that carried several different types of backscratchers at a reasonable price. The website indicated that each order included a 'free' backscratcher.
I decided on what looked to be a sturdy, durable model - priced at $14.95 - and placed my order. They promised fast shipping and, true to that statement, the order that I placed on 10/11/11 arrived today in a timely manner.
When I opened the box, I was disappointed to find just the backscratcher I'd ordered - no freebie. I called the number on the invoice in my order, and spoke with someone who had a very surly tone of voice. I explained why I was calling and she said "Did you put the free item in your cart?" I told her that I hadn't, not realizing that this was required. I did say that their website states that a free backscratcher is included with each order, so I didn't understand why I had to add it to the cart. Clearly irritated, she put me on hold.
A minute or two later, another voice came on the line. I was very nice and polite and told her that I'd received my order and the item arrived in perfect condition. I again mentioned that the order didn't include the free backscratcher that had been indicated on their website. With a tone of voice bordering on rude, she asked if I'd added the 'free' item to the cart. I explained that I had not, that I didn't realize I had to, but that their website did indicate a free backscratcher with every order. She told me that if I didn't add it, I wouldn't be getting it. I was shocked by the tone of her voice and her attitude!
I continued the conversation by politely asking her name - which she gave - and I asked her if she was the owner of the company. She said she was and that as such, she would do business any way she chose to. I can't tell you how taken aback I was. I said that I didn't understand how they could stay in business this way to which she replied "And I don't understand how YOU function!" I told her that I would be reporting her to the Better Business Bureau and she told me to "Go right ahead".
Unreal!! I've made hundreds and hundreds of online purchases and I've NEVER had anything like this happen. There have been times where items have arrived damaged; I've returned them with no problem. There have been times where I've received the incorrect merchandise; when I've notified the company, they rectify the situation immediately and tell me to keep the incorrect item. Whatever the problem has been - and honestly, there have been very few - every company that I've ever dealt with has handled it quickly, professionally and to our mutual satisfaction. Not this one. Not this time.
I did report her to the BBB, and I'm letting everyone I know to use extreme caution should you ever decide to order from this company.
My advice: stick with the world's best backscratcher:
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