Complaint Review: Ilyana

I have a big problem with gift-catalogue.com. They charged me for an order that I placed, then they cancelled, but still charged my card and now won't credit my account. I made several phone calls and sent many e-mails about the problem, but ended up getting the runaround or being ignored altogether. I had been told ta few other times that the credit process had been initiated or completed, which was completely false.

I ordered a designer handbag from the company in early March and was left a message on my home answering machine shortly after from a representative from gift-catalogue.com explaining that a truck had been in an accident and the handbags had been damaged. He said that my order would be cancelled and that my charge account would be credited. That never happened.

I started to send e-mails probably in the neighborhood of 15-20 of them - to the billing (billing@gift-catalogue.com), sales (sales@gift-catalogue.com), customer service (customerservice@gift-catlogue.com) and returns (returns@gift-catlogue.com) departments at the company regarding the situation and I only heard back once and all the e-mail said was that they would check into it and get back to me ASAP. That was in early April and no one did get back to me.

During the course of e-mailing, I started making phone calls to the company. On one occasion, I talked to a Matthew Sherman at gift-catalogue.com, and explained the situation. He said he would personally take care of the problem. I followed up with an e-mail to Sherman (matthew@gift-catalogue.com) a few days later to get an update on the situation and he said it had been taken care of. I tried e-mailing him again after nothing happened to get an update and he never responded. I tried calling and he wasnt available.

A representative took my name and number. I also called their billing department again (during the middle of the day I might add) and had to leave a voicemail. I basically demanded that someone get back to me, but again I never heard back. I have probably left my name and number on voicemail or with a representative there 10 times and have never been called back once. Their is (866) 479-1600.

This is very strange because on different pages of their website, including in their policies gift-catalogue.com talks about how they are the responsible party at all times for your purchases and customer service. Therefore, any of our customers can be confident with our white glove service at all times. .... Yeah right.

Brent
Irvine, California
U.S.A.