I ordered a dvd that their site indicated was in stock. After 10 days, I contacted them and asked when it would be shipped. They replied it was out of stock and they did know know when it would be back in stock, ir if it even would. Less than half an hour after their email, I sent a return email requesting a cancellation and full refund. They ignored my request and 3 days later, shipped the dvd. They said they don't cancel in stock items! I reminded them that when I cancelled, the item was out of stock. Now I have to get my attorney involved! My advice, use email for ALL communication so you have a written record.
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