Complaint Review: DVD Donkey

I ordered all 7 seasons of a show for a Christmas gift. This was in early Dec. Charges were posted to my CC - also $30 more than I was quoted. I have managed to talk with someone at their 800# exactly ONCE - not for lack of trying on my end. I email then at TVaddicts@gmail on a daily basis. I have spoken to their customer service via telephone and live chat. On all occasions I have been told that they are investigating the whereabouts of my order and that it has been shipped. The tracking number that was given to me is invalid. I spoke directly with Canada Post and they advised me to notify the proper authorities. I am asking for a full refund applied back to my credit card - including postage. I have found that not only is trying to contact their customer service extremely frustrating (intentional?) but trying to get information from anyone is virtually impossible - God forbid they deviate from their script. This has been a most unpleasant venture and I wish to put it all behind me as quickly as possible.

The following is the "live chat" where "Steff" just all of a sudden was no longer there.
Conversation 1-18-08 3:15ish
Please wait for a site operator to respond.
You are now chatting with 'steff'
steff: Hi! How may I help you today?
you: My order # is *. Charges were applied to my CC on Dec 12 '07. I have not yet received DVDs and the tracking # I have been given is not valid. At this point I would like a full refund applied back to my CC.
steff: one moment
steff: Thank you for waiting.
steff: dawn..
steff: We apologize for the inconvenience. Canada post has been delayed entering the tracking number on their data base. However, our shipping department is conducting an investigation on the whereabouts of your merchandise And , if in any case your order was lost on the mail we will reship a new item on our expense.
you: Steff, I would like a full refund issued back to my credit card. I do not wish to do business with your company - I don't believe that I will ever receive anything from your company...I would like a full refund. No movies, no promises, just my money back. Thank you. Please confirm that a credit in the full amount will be issued back to my CC.
steff: Your order has been shipped. Therefore,
steff: we cannot give you a refund however, if you are resolved to get a refund
steff: when you receive it you may decline or reject it so that it will automatically
steff: return back to us. By then you may call us on our toll free number 1-877-788-7469 and you may request a refund.
you: I have already heard everything you are telling me from your company on numerous occasions. I honestly don't believe anything has been shipped or ever will be. Please issue the credit back as I have no desire to do business with your "company". If you ever find the package keep it. I want my money back. Thank you.
you: Hello?
you: R U There?
steff: yes
steff: we can refund you, but please note that we can only refund
steff: your order price exluded
steff: your shipping fee
you: Shipping Fee?? Like it's actually been shipped. I would like a full refund.
steff: sorry, but we cannot grant your request
steff: if you want, kindly
steff: wait for the arrival of your package
steff: and as soon as you receive the parcel, just
steff: refuse it to send it back to us,
steff: and thats the only time we can issue you a full refund

Dawn
Trempealeau, Wisconsin
U.S.A.