Complaint Review: AOL Shop Direct - Nationwide

I joined AOL on Monday evening, Feb 4, 2002, first time I've been a member of AOL in nearly six years. I watched to see what all the fuss was about their new software.

Through out the logging on process, I was bombarded with an onslaught of pop-up ADS. I kept clicking "NO THANKS". I looked logged off after talking to a friend on Instant Messenger and called it a night.

I logged onto AOL the next morning and had two e-mails waiting for me. The first one was a standard, "Welcome to AOL". The second e-mail was a letter from AOL/Shop Direct saying that they thanked me for my order of the two AOL books (guides to use AOL). The e-mail had no # or e-mail recourse but a link to 'track shipment'.

I went to the link to 'track' this supposed order that I allegedly placed and found a number to customer service. I telephoned them immediately.

I talked to a gentlemen who said that I must have hit "yes" and ordered this and I would receive this item in a week. I kept telling him that not only did was this order NOT placed by me but that i absolutely refuse to accept it or pay for it. He chuckled, as if my problem was humorous and said if I am unhappy with the books, ship it back (at MY COSTS) within the 30 day 'so-called' no-risk satisfaction guarantee. I again, told him that I wanted to CANCEL the order and he then claimed his computer wasn't able to access the order and maybe I should call my credit card company and have them freeze it, he said, that if they don't get the payment to us then we wont ship it...I then asked to speak to a supervisor, he said he was a professional and there was NO NEED since he was giving me my only option. I then demanded to speak to his supervisor and he said none were available and through out kept CHUCKLING. I lost it, said he'll be speaking to my attorney and the state attorney generals office...

I hung up and called AOL to cancel. I spoke at length with the cancelation department. After a long drawn out telephone call, which I explained the above, she offered to give me FOUR MONTHS of free service (paid until June 20th of this year). Against my better judgement, I said I'd try again to get this AOL/Shop Direct order canceled but I'd stay with AOL for a little bit.. Oh on a side note, this AOL cancelation lady said (and I quote), "AOL Shop Direct is a seperate entity and we don't control them" (gee that makes me feel better!, NOT!).

Also, I got an e-mail from the AOL Shop Direct person that was some 'bogus' transcript of our conversation. Not only were NONE of my comments there but only his comments on not being able to look up my account at this time and to, "have a nice day"...no mention of asking for a supervisor or a desire to CANCEL this order!!!

This same morning, Tuesday morning, I e-mailed AOL/Shop Direct after I spoke with both people. I wrote the customer service department regarding my problem above and that I never authorized any ordering of these two books and expect the order to be canceled.

I did NOT get any response from AOL or AOL Shop Direct until THIS MORNING, Thursday Morning. I got two e-mails. The first e-mail was a SHIPMENT notification for the two books that they were sending me....

The second e-mail was from my e-mail to AOL Shop Direct. They said since the order shipped, it could NOT be canceled...further more, I would have to SEND IT BACK at my cost, and it would take up to TWO MONTHS (billing cycles) to credit my card. Further more, since I was getting the books in a few days, enjoy them, try them out for 30 days and maybe I'll want to keep them..

Oh and BTW, the cost of these books? The grand total, including what THEY'RE billing to SHIP it TO ME? Oh, you'll love this...the low price of $65...nice, thanks for nothing!

I called AOL canceling department again, same morning, Friday. After ANOTHER 30+ minutes on the telephone with these people, I finally got my account with AOL Canceled. I wasn't given any recourse to AOL Shop Direct (other than attempting to call them again to complain).

I was, however, given an address to AOL Corporate and I would like to share that with you all now. They said almost never is this address given out...I'm sure its available but here it goes, in case its not. Its just a PO BOX.

AOL CORPORATE OFFICE

P.O. BOX 10810

HERNDON, VA 20170

A copy of this and the e-mails are being sent by me to that address, along with a complaint to my state's Attorney General's Office.

Oh BTW, I figured out (aside from the $65 for the order), it'll cost me shipping PLUS the interest ON that $65 (for two months) until AOL Shop Direct refunds the $65. This doesn't include reimbursement for shipping or that interest (which should be $12, shipping is prob roughly the same).

Sincerely,

Christopher GM Powers

[email protected]

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