Complaint Review: Shirt Magic LLC

I've used Shirt Magic in the past without much issue, but when it comes to refunds they're a little evasive.

I placed an order for four items to be embroidered on the 3rd of July. The following Monday I receive an email from their - what I presume to be 'one and only' - customer service representative named Julie. Julie politely informed me that embroidered items require a minimum quantity of six and that I could add two more to my order or she could issue a refund. I checked their website policies more closely and found this to be true. I'm not going to argue with their policies and I only budgeted for four. So, I sent a reply explaining that and that I would go ahead and accept the refund.

Wednesday the 8th I get another email "Okay, no problem. You should see that refund today." Wow! Okay; that's a quick refund! I check my account and there was no refund. Well, that's no problem. Maybe it's getting fuddled around in the banking system and I should see it by Friday. Friday comes along and still no refund so I sent a "What's up?" email. Monday, Tuesday, Wednesday; I get no reply and no refund. I send an email to their general support mail box and also tried calling. Their customer service is just a general voicemail or answering machine that states no reps are available, leave a message. No hours of operation or anything like that. So I leave a message and let it go.

A week later; still no response, still no refund. The website's Order History doesn't even reflect that the order was canceled. It just says "No Dispatched." Lovely EngRish.

In so far I would say if you want to shop with these folks make sure you know you're buying what you want and leave a detailed description of what you want done. They do a great job with their products but their customer service is pathetic when it comes to refunds, cancellations or the like.

Consumerx
Enola, Pennsylvania
U.S.A.