Many major online retailers charge the credit card only after the order has shipped, but this company charges immediately. I waited on hold for nearly an hour without anyone answering when I called customer service during business hours. My only option was to keep calling, as my emails went unanswered. The representatives I spoke with were unhelpful and seemed robotic. They mixed up my order and made me feel like I was the problem. I had to call twice to resolve their errors; they either didn’t understand or pretended not to. When I asked them to compare my order with what was shipped, the lists didn’t match at all. The agent insisted that everything was correct until they finally acknowledged that they had sent substitutes instead of my actual order and agreed to refund me, but refused to provide any reference number or refund confirmation. Given their lack of competence, I'm doubtful that the refund will be processed properly. I might need to dispute the charge with my credit card and will avoid shopping at their online store in the future. It’s unfortunate because I really liked some of their products, but all their local stores closed years ago.
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