| 8/12/2009 1:41 PM |
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stevemcg
Member since: 8/12/2009 | | How shout factory ruined my day, and my trust in them | I recently ordered the gi joe box set, due to the fact that the bank address and my new home address were different they didnt ship my order, they did however 3 days later without my authorization attempt to draft my account again. For those of you counting that put a total of 290 dollars on hold out of my account. Being as i was only counting on the one charge it didnt leave enough in my account to cover outstanding debits i had. My bank said no problem just have them fax us something on company letter head stating that they release both holds on the money and we will fix it and credit back all over drafts. I have literally spent since 9am this morning calling and calling trying to get someone to do this simple task for me. I have talked to three levels of supervisors, 5 help desk girls and god knows who else and they all flat out REFUSE to send a fax to my bank. When i explain over and over again that they are causing all my other stuff to bounce they have a complete lack of concern. I stated all it takes is one fax and you guys can fix my problem and i will still order the set. THEY FLAT OUT REFUSE! Stating "thats not something we do". I have wasted a full day trying to get this simple request filled and they flat out refuse. Keep in mind i only put one order through, they drafted me again 3 days later without even asking or getting approval from me. That cant be legal! This company by far has provided me the absolute worst customer service experience in 32 years. So to all you members god help you if you have a problem with your order. BUYER BEWARE!! |
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| 8/12/2009 2:33 PM |
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stevemcg
Member since: 8/12/2009 | | RE: How shout factory ruined my day, and my trust in them | I have to come back and respond to my own post. Come to find out that shout factory has a 3rd party take care of phone calls and orders, that was the problem. I got a personal call back from the vp of marketing after i made the main company aware of my situation. WOW what a difference. The actual shout factory company are the nicest group of people you could ask for, she was empathetic, and most of all helpful!! It just goes to show how a little concern can change a lot. Melissa and Debbie thank you for your help and concern, i now have renewed faith in the company. |
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| 8/24/2009 3:44 PM |
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Blackmajik
Member since: 8/24/2009 | | RE: How shout factory ruined my day, and my trust in them | | Unfortunately I am on somewhat the same situation as you. I wish I can contact Shout! Factory directly either by phone or by e-mail. I've ordered the G.I. Joe Collector set last week and have gotten a e-mail stating that the address on my credit card doesn't match the same address at my bank. I've called in the same day to verify the information and was apparently "fixed". Seeing how there was a charge on my credit card, I've thought that everything was fine. Called next day to verify but the same run around - the address wasn't verified. I've verified again and decided to call in a few hours later to make sure everything was done fine. After a few more calls, I've decided to cancel to reorder it but retracted the order. What a mess that was. The last phone call to the billing company left me with a impression the order is fine and will be shipped the following week. Today I've called to get an update and seems like a cancellation was forwarded to HQ. Nothing was found in the system stating that I've retracted it and after the many calls to verify the order. Now the customer service rep forwarded a cancel on the cancellation of the order. What a nightmare this has been. |
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| 8/24/2009 5:07 PM |
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Blackmajik
Member since: 8/24/2009 | | RE: How shout factory ruined my day, and my trust in them | | After trying to find contact information for Shout! Factory and talk to them directly and failed to find anything, I decided to call back and to talk to a supervisor. The customer service rep said she was a specialist and could help me. After verifying my personal information and looking up my order, she said she will contact HQ directly. After a brief hold, I was told the product has been shipped and a verification e-mail will be sent within 2 days - just a few hours ago, I was told the order was canceled and a memo was sent out to retract it (again). Now I will give them the benefit of the doubt and if I don't receive a e-mail within a couple of days I guess I'm back to square one. |
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