Filing a complaint

[1imaginarygirl]

I ordered something over a month ago from a website I have been using for years. They do have really slow shipping but pretty good prices. However, after two weeks, I still hadn't received my order so I sent an email. They responded, apologized for the delay and said my order would ship out within 24 hours. It's been over a month now, a few more emails that they have not responded to, and I still don't have my stuff. So...

What's the best way to handle this? Dispute it with the credit card company? File a complaint with the attorney general? I've never had to do this before.

[countrygirl12]

I would file a dispute with the credit card company.  I had that happen last Christmas.  My niece wanted something and said she had ordered from the mom-pop nobody company before so I trusted it.  They did ship it but it got lost and did not move for over a week.  Nobody knew where it was and the company was worthless as far as caring.  My credit card company refunded my money.  The Attorney General does not care.  You could file a complaint with the BBB if you wanted to.  But your credit card company should have your back.  Just tell them you never received the item and make sure they know it has been a month and it has not shipped out yet.  You are way more patient than I am.

[1imaginarygirl]

I would file a dispute with the credit card company.  I had that happen last Christmas.  My niece wanted something and said she had ordered from the mom-pop nobody company before so I trusted it.  They did ship it but it got lost and did not move for over a week.  Nobody knew where it was and the company was worthless as far as caring.  My credit card company refunded my money.  The Attorney General does not care.  You could file a complaint with the BBB if you wanted to.  But your credit card company should have your back.  Just tell them you never received the item and make sure they know it has been a month and it has not shipped out yet.  You are way more patient than I am.

Ok, thanks. I will check with my CC company. I have the email chain, if they need it. This is why I never call customer service. I learned at my job to get everything in writing to cover my butt. 

[countrygirl12]

I would file a dispute with the credit card company.  I had that happen last Christmas.  My niece wanted something and said she had ordered from the mom-pop nobody company before so I trusted it.  They did ship it but it got lost and did not move for over a week.  Nobody knew where it was and the company was worthless as far as caring.  My credit card company refunded my money.  The Attorney General does not care.  You could file a complaint with the BBB if you wanted to.  But your credit card company should have your back.  Just tell them you never received the item and make sure they know it has been a month and it has not shipped out yet.  You are way more patient than I am.

Ok, thanks. I will check with my CC company. I have the email chain, if they need it. This is why I never call customer service. I learned at my job to get everything in writing to cover my butt. 

Live chat is good too.  The credit card company will likely just reverse the charges.  The email thing is a good idea.  I do live chat for the same reason. Hope you can get it worked out.  If I was really upset I would file a complaint with the BBB.  The BBB cannot make them do anything but your rating with the BBB is kind of important.

[BATISTAGIRL663]

I understand completely what you’re going through I’m going through a dispute right now through PayPal I always buy everything through PayPal that way if there’s a problem they can fight for me I ordered two shirts from a company received two shirts but neither one was what I ordered and they were the same shirt the company refuses to resend me a return label to return the two shirts and they want to give me $10 to solve the problem when I paid 44 ! If I were you I would use the credit card company and see what they can do for you

[dsosnowski06]

I would call my credit card company or file a dispute online if your credit card company has that option.  Good that you kept the email chain because you maybe able to attach it to the dispute if file online.

[dreamyxo]

Yes file with credit card company and I'd also file a complaint with the Better Business Bureau.  Then post bad reviews online.

[1imaginarygirl]

UPDATE: I was on my credit card's phone app this morning and just about to report the charge. Then I thought I had better check my email one more time, and lo and behold, I received a shipment confirmation at 10:31pm last night, with a tracking number! They still never replied to my last few emails, which is pretty unprofessional. I won't be ordering from them again.

Thanks for the tips, everyone! Fortunately, I didn't have to do anything, except wait - assuming my order doesn't get lost on the way here. 

[countrygirl12]

UPDATE: I was on my credit card's phone app this morning and just about to report the charge. Then I thought I had better check my email one more time, and lo and behold, I received a shipment confirmation at 10:31pm last night, with a tracking number! They still never replied to my last few emails, which is pretty unprofessional. I won't be ordering from them again.

Thanks for the tips, everyone! Fortunately, I didn't have to do anything, except wait - assuming my order doesn't get lost on the way here. 

I typed a heartfelt email the other day and just before I hit send the phone rings and it is the person I was emailing. lol  Long story but good I did not send the

I understand completely what you’re going through I’m going through a dispute right now through PayPal I always buy everything through PayPal that way if there’s a problem they can fight for me I ordered two shirts from a company received two shirts but neither one was what I ordered and they were the same shirt the company refuses to resend me a return label to return the two shirts and they want to give me $10 to solve the problem when I paid 44 ! If I were you I would use the credit card company and see what they can do for you

PayPal fight for you?  See your credit card company will just refund the money.  There is no fight.  I guess it depends on how much money it is.  Mine was apx $25  They company doesn't have to send you a shipping label.  Usually if you return something it is on your dime.  Of course in your case they sent you the wrong items so they should just replace them.  I am getting to where I am very selective on where I will order online.  I have about 5 companies.  I will order online from a couple of the novelty magazines I get in the mail.

[debidoo]

I feel your pain and wish I had an answer as I am in the same situation with a foot stool I ordered through Amazon.  Never used to have issues and have ordered A LOT from them over two years but now every time something doesn't come (this isn't the first time) they tell me it isn't actually shipped by Amazon so I have to contact the actual vendor who I never hear from.  To me Amazon IS the actual vendor because I went to their website and ordered the items.

[jkhanson]

I had an item I wanted to return.  I called the company and was told that I was beyond the return period.  I read her the exact wording on the papers that came with the item.  She still insisted that she couldn't do anything.  I requested to be transferred to a supervisor.  She said she WAS a supervisor and repeated that there was nothing she could do.

I hung up and called back.  I spoke to a different customer rep.  She made a soft chuckle when I explained the situation.  She said she has told the company that they need to fix the wording on the paperwork.  She emailed me a return label and even gave me the phone number for FED EX so I could arrange for  Fed Ex to come to my house to pick it up.

[countrygirl12]

I feel your pain and wish I had an answer as I am in the same situation with a foot stool I ordered through Amazon.  Never used to have issues and have ordered A LOT from them over two years but now every time something doesn't come (this isn't the first time) they tell me it isn't actually shipped by Amazon so I have to contact the actual vendor who I never hear from.  To me Amazon IS the actual vendor because I went to their website and ordered the items.

No, they actually aren't.  If you look it tells you who it is shipped from and sold by.  I try not to order from anyone who it is not shipped from Amazon.  It actually tells you when you order if there is an issue you have to go thru the seller.  Amazon should remove the seller if they refuse to do anything if there is an issue.