Complaint Review: Cellular Outfitter.com

On Thursday, 8/14/14 I ordered a refurbished cell phone via Internet from this company, to be shipped to my son in college in Kansas.  I've never used this company before, never heard of them, but I liked the fact they offered 90 day returns on their products. I quickly received a Confirmation Order and noticed two mistakes: 1) They did not provide "Free Upgrade to Expedited Shipping"  as stated on their website 2) Instead of listing my sons college in the top line of the shipping address, they put my name.  I immediately called the number on the confirmation and spoke to a woman who said she would add the college name and informed me I was mistaken about the free upgrade with shipping.  She stated they only provide free shipping on "returns". 

I had reviewed many websites that day and thought perhaps I was mistaken about the free shipping upgrade. A few hours later, I decided to double check their website RE: Upgraded shipping.  I instantly found it!  As soon as you select a cell phone they advertise the "free expedited shipping" upgrade.  I called them again.  This time I spoke to a man named Carlo.  Carlo also stated they do not offer the upgraded shipping; however since I was on the site I could direct him to the verbiage.  He stated it must be something new and even though it wasn't on my order confirmation, I would receive the free upgrade.

Friday 8/15/14 I came home from work and found an email from Cellular Outfitter.com.  They stated their Fraud Department had determined my billing address did not match the information from the bank card and my order was cancelled.  The advised I contact my bank and verify my billing address with them.  I've lived at this address for over 20 years, it is the EXACT address that is on the Confirmation Order they sent me!  I called my bank and they verified a charge of $120 was pending from this company.  Because of the time difference (Hawaii to CA), when I called Cellular Outfitter, they were closed until Monday.  I wrote them an email, attached a copy of their confirmation and assured them someone made a mistake.  I thought perhaps they had mistakenly entered the Kansas shipping address instead of my billing address and asked them to please verify and ship the phone.

Sunday 8/17/14 I received an email from "Kristina" @ Customer service.  She wrote that she reviewed the information and sorry, but the fraud department cancelled your order.  She stated I would receive a refund on my card in 4-10 days. 

Monday 8/18/14 I called them early this morning.  I got "Carlo" again.  I explained what happened, he said, "Your billing address is correct" (I knew that already!) and he would elevate my situation to his manager Reuben.  Reuben never called, but I received another email from "Brandon" who wrote, "We cannot take your word that the billing information is correct."

THIS COMPANY IS A RIP-OFF:  What legitimate company deems an order "fraudulent" and then charges the card anyway?  This company has ZERO customer service.  They took my money, cancelled my order, blamed me for providing an incorrect billing address and make me wait 4-10 to retrieve my funds.