I ordered a subwoofer for my new home theater and got a great sale price. It arrived about a week after purchase, but I was unable to test it until a few weeks later as the theater was still mid-construction and had no way to hook it up. I was finally able to test it a few days before the 30 day return/exchange window, and immediately noticed a defect. Likewise, I tried contacting customer service via phone and got a message that they were closed, so I sent a message through the web form. I tried calling and sending messages multiple times over the next few days and got similar messages on the phone and no response to the website form messages. I was finally able to get through to someone a few days later who then told me they had no record of my prior attempts to contact them and that it was now past the 30 day window and there was nothing they could do.
I found that completely unacceptable and was frankly infuriated at that point, so I filed a dispute with my credit card company and emailed as many managers and executives as I could find contact information for. Sure enough, I received a response the next day from the customer service supervisor that they would schedule a pickup for the defective unit and get a replacement shipped out.
Fast forward about a week, and the replacement is scheduled to be delivered the next day. I double check the tracking information and see a "return to sender" request on the order, so I call the customer service number after not receiving a response from the supervisor. They claim that they received notice of the chargeback and likewise canceled delivery of the replacement unit, despite me informing them of the chargeback in my original email to the executives (and frankly assuming that that was the impetus for them actually doing something about it in the first place).
The front line customer service folks assured me that they will now process a refund and honor the sale price if I choose to reorder but also informed me that I wouldn't receive any follow up until the team is back from the Passover holiday. That's all fine and dandy, but it's utterly insane to me that a company this size functionally freezes operations for an entire week and leaves no one around that can handle escalated issues like this.
Nancy, since you seem to reply to a lot of the negative reviews here, please note that I already did email every executive I could find, and this is STILL where we're at. I'm happy to update my review if/when I receive a functioning subwoofer for the price I originally paid, but I'm starting to doubt that'll happen.
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