- Report: #851484
Complaint Review: Paint Zoom - Ontario California
Reported By:
Stacey -
Eden, North Carolina, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Paint Zoom
1392 Sarah Pl., Unit B Ontario, 91761 California, United States of America
Phone:
800-793-2303
Web:
www.paintzoom.com
Categories:
Business Rating:
(0)
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Paint Zoom Unethical Customer Service Practices Ontario, California
I would not recommend doing business with Paint Zoom. Any company that gives a customer a huge amount of "run around" is not an ethical company. If their product is good, then they treat their customers honestly and fairly. Please read my experience below:
On March 3, 2012 I ordered a "Paint Zoom Platinum" from the "Paint Zoom" web site. Then I found the same exact item with all the same accessories at a much lower price on another web site (HSN.com). I immediately contacted the Paint Zoom Customer Service via e-mail and asked if they would match the price, and if not asked that they please cancel my order (this e-mail was easily sent within 15min of the time I purchased this item).
On March 5, I received an e-mail response from Paint Zoom stating that I had to call Customer Service for assisitance.
On March 6, I called the Customer Service phone number provided by Paint Zoom. The customer service representative said that my order had not shipped yet and that he would cancel my order and refund my payment (this came after several attempts to talk me out of canceling my order).
On March 9, I called again to ask about my order cancellation status. I was told my order shipped on Mar 5 and that "I had been told that" when I called before. Further, I was told that since the item had shipped (please note that their web site states that the item will take 4 to 6 weeks to ship), my money would not be refunded. After several requests to be connected to a supervisor, I finally spoke with one.
The woman I spoke with first took a hard line that I could ship the item back but that my shipping and handling (in both directions) would not be refunded. Finally she said my full payment would be refunded after I shipped the Paint Zoom back, it was received, and I phoned again to request the refund. I then requested that she send me an e-mail confirming our conversation and confirming that I was to receive a full refund. She refused.
So now what? I am waiting for the Paint Zoom to arrive. Do I expect to ever see a full refund if I return it? No. I fact I am now worried that if I return it I may be out both the money and the Paint Zoom. Please do not give these people your business. Deal only with honest, ethical businesses.
On March 3, 2012 I ordered a "Paint Zoom Platinum" from the "Paint Zoom" web site. Then I found the same exact item with all the same accessories at a much lower price on another web site (HSN.com). I immediately contacted the Paint Zoom Customer Service via e-mail and asked if they would match the price, and if not asked that they please cancel my order (this e-mail was easily sent within 15min of the time I purchased this item).
On March 5, I received an e-mail response from Paint Zoom stating that I had to call Customer Service for assisitance.
On March 6, I called the Customer Service phone number provided by Paint Zoom. The customer service representative said that my order had not shipped yet and that he would cancel my order and refund my payment (this came after several attempts to talk me out of canceling my order).
On March 9, I called again to ask about my order cancellation status. I was told my order shipped on Mar 5 and that "I had been told that" when I called before. Further, I was told that since the item had shipped (please note that their web site states that the item will take 4 to 6 weeks to ship), my money would not be refunded. After several requests to be connected to a supervisor, I finally spoke with one.
The woman I spoke with first took a hard line that I could ship the item back but that my shipping and handling (in both directions) would not be refunded. Finally she said my full payment would be refunded after I shipped the Paint Zoom back, it was received, and I phoned again to request the refund. I then requested that she send me an e-mail confirming our conversation and confirming that I was to receive a full refund. She refused.
So now what? I am waiting for the Paint Zoom to arrive. Do I expect to ever see a full refund if I return it? No. I fact I am now worried that if I return it I may be out both the money and the Paint Zoom. Please do not give these people your business. Deal only with honest, ethical businesses.
1 Updates & Rebuttals
Stacey
Eden,North Carolina,
United States of America
Surprised and Pleased!
#2Author of original report
Thu, March 15, 2012
I was surprised and pleased today. The Paint Zoom I tried to cancel my order for arrived today AND my full purchase price was refunded to my bank account this same day. So apparently, even though the customer service reps were difficult to deal with; someone made the decision to do the right thing and issue the refund I requested. I will be returning the Paint Zoom tomorrow, and then I will most likely re-order it through HSN as I had originally wanted to do.
Thank you Paint Zoom for coming through (and please remind your customer service team that one unhappy customer can do more damage to your company's reputation than 100 positive referrals!).
