Complaint Review: StoresOnline Imergent Galaxy Mall John J. Poleman Brandon Lewis Donald Danks Charles Andrews - Orem Utah

After attending a StoresOnline all day internet workshop on Friday, October 10th 2003, we purchased two of the Merchant Packages, with a total of 6 web sites. On Tuesday, October 14th, 2003 we notified our credit card service provider, that the StoresOnline charge is in dispute for the following reasons.

The StoresOnline Active Merchant Receipt (AMR) attached to our license/certificate, states that we are accepting the Workshop offer, which includes software capable of creating web sites that can be hosted by Stores On Line (SOL) or any other Internet Service Provider, even without the knowledge of SOL.

(Reference lines 8-10 AMR, copy enclosed) I understand that I am not obligated to activate a storefront with StoresOnline but still have access to Merchant Services. I also understand with all of this information and materials listed below, I now have the option to immediately create Web sites with the software provided below, without any further assistance or even the knowledge of StoresOnline, Inc., and I can then have these sites hosted anywhere on the Web.

The software promised on the AMR and at the workshop is not in the "Complete Store Building Packet" and does not exist. The only software provided is: a CD that has two shareware utilities, one Acrobat Reader and one flash demo with a browser launcher that points to SOL's server. All of these are free for download from the Internet.

No software capable for building web pages is included on this CD as promised on the Active Merchant Receipt and at the all day workshop. In order to build a web page, you must follow the links provided by the browser launcher. These links only go to SOL's server. Any pages created there would have to be hosted by SOL. So, the above quoted statement on the AMR and the promise made at the workshop regarding the web building software are false. SOL did not provide the promised software or capabilities, which is a major product misrepresentation.

We discovered after taking the packets home, that all the materials purchased from StoresOnline, including the storefront certificates, have a one year expiration date. This was never mentioned at the workshop. In fact, we were told that we owned them for life and they were transferable, even to our children if we liked. We had no intention to build six store fronts in one year. The appeal was the life long ownership and building them as time allowed. We were informed that only one sight had to be activated within the first year. I asked what would happen if we weren't able to build our FIRST sight within a year. We were told that StoreOnline would contact us to help encourage us. Nothing was mentioned about expirations.

On October 18th, 2003, we sent a written request for refund to StoresOnline via Federal Express. On 10/26/03 we emailed Mr. Donald Danks regarding our refund request, as we had not yet received a response. Finally, on 10/30/03, a Brian Bills with customer relations phoned us and followed up with an email denying our request for refund. During the phone conversation, Mr. Bills denied that the Active Merchant Receipt claims there is software on the CD. Mr. Bill's email response included the following quote:

"Per your request, this is written confirmation that the Management Board has denied your request for a cancellation and a refund of your purchase. Your purchase was made on a non-cancelable and non-refundable basis as stated on your Business to Business Order Form. All services have been rendered as explained on your StoresOnline Active Merchant Receipt."

Mr. Bill's email denying our refund and my response to him were sent to Mr. Donald Danks on 10/30/03. Today is 11/08/03, and we have NOT received a response of any kind from Mr. Danks. I mention this because on the 11/5/03 Rip-Off rebuttal to Barbara from Oceeanside, Mr. Danks says:

"I am the Chairman and CEO of Imergent, Inc. and have read many false and inflamatory statements on your site. Barbara claims to have contcted me but I have never been contacted by Barbara, nor any of the names of customers that I've seen published on your site. I would love to have you send me the name and phone number of each person who complains about being ripped off by StoresOnline or the company, Imergent, Inc. because we have a very liberal customer service policy and have solved virtually every complaint that has come to our attention. I am confused by the vitriolic nature of the accusations, the lack of ability for me to follow up and i look forward to your cooperation in putting these consumers in touch with me personally so I may resolve their issues in a professional and timely manner."

How will Mr. Danks reconcile his own words, claiming a liberal customer service policy, to Mr. Bill's strict and "non-refundable, non-cancelable" customer policy? How will Mr. Danks explain his lack of response to the emails we sent him?

I challenge Mr. Danks to respond to the emails sent to him at [email protected]. If this is an incorrect email address, please post a response with the correct one. I'm sure there are others who would like a reply.

If the issue of our dissatisfaction and refund can be resolved, I will post my gratitude here!

CD

Fairbanks, Alaska
U.S.A.

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