Complaint Review: Aqua Globes/Merchandise Direct - Wallingford Connecticut

Ok, so it is the fourth of july weekend and we are sitting around watching tv and a commercial comes on for Aqua Globes. My aunt is telling me how much she would like a set, so I let her know that if she goes online, she can purchase the set of four for 14.99 and I was aware that there was 7.95 shipping and handling. The total being with tax for california residents at 24.63. I said ok and she went to work. My aunt soon let me know that the computer was having problems loading the page and that it was adding things to the order that shouldn't be there making the order almost 100 dollars.

So I asked for the number and picked up the phone and called their customer service line, I recieved a man on the other end of the line who had said that my order was put through five times!!! When I let him know that those were wrong and needed to be cancelled, he assured me that all but the one I wanted would be cancelled and my account would be fine.

Fast forward to two weeks later, my credit card is set to send me text messages when someone or something is charged to my account for these reasons. I awoke to a text on a SATURDAY, telling me that 98.38 had been charged to my account!!!! I picked up the phone to call, and they are not open on Saturdays. So Monday came and I called and got the same man, he appologized and said all I would need to do is refuse the shipment and I would recieve my full refund when they recieve the package. One week had passed when I called again to be told the reason I had not recieved my refund was because they had not yet recieved my packages. Then I received another charge for 24.63 on 8/6. Those were returned as well.

Two weeks had now passed and no refund. We contacted their customer service department, and asked for a supervisor. This a joke! The supervisor is not in, so a message has to be taken and she has to call you back. I am not stupid I have worked customer service for a number of years. There is ALWAYS a supervisor on duty. The supervisor called back and spoke to my aunt because I had left for work! The supervisor didn't even appologize to my aunt and said she would check to see where the packages were and if they had received them and would call her back. My aunt received no phone call, an amount of 50.45 was refunded to my card that day???? And of course it was on a Friday afternoon. So that we couldn't get ahold of them until Monday.

Please note that all of their transactions seem to occur on Friday afternoon. So that way it only posts to your account on Saturday and you will forget about it by Monday.

Monday I called to see why they had only refunded me the 50.45, the lady was rude, cut me off like every five seconds, and then proceeded on telling me that they do not refund shipping!!! Ok this infuriated me, since this is just a scam to make money. When I asked why I paid 47.93 in shipping I got no answer, the lady hung up on me!!!

I called back this time I asked for a supervisor. The lady on the other end knew who I was and said they don't refund shipping. Asked if I wanted to tell her what was going on, I declined and wanted to talk to a supervisor. She said there was no Supervisor there. Then puts me on hold, without telling me she is going to!!! Comes back and says all she can do is refund half of my shipping!!! When I told her I want my entire refund, and I want to speak to the supervisor she told me she just left!

All in all I was hung up on five times. No return calls and when I asked for their corporate office number, she rudely told me this was "it" and I wouldn't get any higher. This company should not be allowed to conduct business in this manner. I am calling the Better Business Bureau and I have already reported them to my credit card company for fraud.

Please if you are considering purchasing something from this company, DONT! The customer service is awful and I dont want you to get taken advantage of like we did!

Disgustedinmodesto

Modesto, California

U.S.A.