Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
George [redacted]
I ordered 3 items from Collections, Etc. online on July 27, 2016. I received my order and found it sent in a huge box with the tape on top off and the box open. I had received 2 out of 3 items correctly. Two items I did not order were thrown in and I never received the correct items ordered originally. Their answer to 3 emails from me was 2 return labels charging me $7.99 to return the wrong items! There was no communication enclosed from a customer service representative at all!
Today, August 8th, I called Customer Service at 1-[redacted] to tell them to stop sending me return labels and to send me the original items ordered. They told me they were processing the original items to send me and that it would take 7 to 10 business days. I told them that it should be expedited since they made the mistake. They also said I had to return the wrong items and I wouldn't be charged, but I told them I should not have to return them since I didn't make the mistake. I want to donate the items, but they said they needed them returned.
Finally a supervisor said she would "escalate" the complaint to headquarters. They also kept apologizing, but never said they would do anything for my inconvenience which left me very frustrated and angry.
I received a damaged item from this company today.
I called customer service after determining that the item was not able to function at all. The level of communication was horrific.
The representative on the phone talked in circles and did not explain herself effectively.
She first offered me a "merchandise credit" for the cost of the item only (which was just over half of the total cost of receipt the item).
After I inquired about the lack of customer service that offered, she then offered to credit my payment account for the cost of the item (again without shipping and handling costs).
I then reminded her that the damage was not my fault and that it was a poor customer retention policy to not even offer to send a replacement item at no additional cost. At that point she offered to send a replacement item at no charge.
After getting run in circles for almost 20 minutes on the phone, I was frustrated by the double talk and felt that the company was more interested in the bottom line than it was in my order being correct.
I do not know if it was the representative with whom I spoke, or company policy, either way I will not be doing business with collections, etc in the future.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
D C [redacted]
Initial Business Response /* (1000, 5, 2014/06/26) */
I apologize for the inconvenience caused [redacted] On our Web site we give customers the opportunity to try other companies products. We allow these companies to add pop ups to our site after a customer completed their shopping with...
us. In March [redacted]purchased merchandise from us using his PayPal account. The pop up was offered and he must have agreed to try the [redacted] Club. But when he agreed to this product he had to enter his credit card number. We do not have access to his credit card number and after speaking with a representative from The [redacted] club she said they do not take Paypal accounts. She also said that [redacted]cancelled the trial but did not ask for his $16.99 back. The represtative from the [redacted] Club would not refund [redacted]on our request, he will have to call them back at [redacted] and request the $16.99 refund. Once again I apologize for any confusion.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called and cancelled the trial for the [redacted] Club BEFORE the $16.99 was charged to my account. I called [redacted] Club and told them that I did not authorize this charge and wanted it credited back to my account on 6/25/14. They informed me the credit will appear in 3-5 days. I just want this credit back to my account
Final Business Response /* (4000, 9, 2014/06/27) */
I apologize, but the [redacted] club will not let us authorize a credit as we did not charge the customer or initiate the charge. He must call back [redacted] club and make sure they credit his account.
I ordered a number of products online on 10/13/16. As off 10/22/16 products had not been delivered so I viewed my account only to find out that Collections Etc. has billed my account twice. Upon calling Collections Etc. Customer Service at 620-[redacted] to question the charges nothing made sense. Per the Customer Service Rep, my account was not charged on the 13th, but on the 19th. As I explained that made no sense because I was looking at my account showing the account being charged on the 13th, and the 18th; the dates did not correspond with what I was being told. Per the Customer Service Rep, there is only one charge from the 19th. As I again tried to explain the inconsistency the Rep insisted the only charge was from the 19th and this was not done by Collections Etc.; but my bank. So I contacted the Bank. Only to find out that my account was charged by Collections Etc.on 10/13 and 10/18. It "appears" the charge from 10/13 may have been in error as Collections Etc. never attempted to collect these funds but also never reversed/canceled the charge either. Now I have to wait for the charge to "cycle" and automatically cancel or file a full dispute, total inconvenience. So dissatisfied with Customer Service lack of ability to know system to see what was done to my account, their lack of concern that they double charged my account, and their insistence they were not at fault here. 1st and last time ordering from Collections Etc.
Tell us why here... This to clarify what items are NOT eligible for extra promotional discounts. All clerance items ending in a dollar amount of .97 cents or .00. Total current order $91.36 which included 10.99 shipping and 2.25 handling charge. Customer saved $12.60 on her 15% discount.
Complaint: [redacted]
I am rejecting this response because:
You have closed this complaint apparently, as your email states, because I did not respond to you saying the complaint was resolved. I did not see where I was to do this. I'm sorry that it was not done and apparently this was my error. I understand since you have now closed the case, there is nothing more to be done.
However, since this is what one of your email states that Collections, Etc. said: I apologize to Ms [redacted] that our CSR's were not aware of the emails being sent to our customers informing them of the last possible ordering date for delivery by Christmas, I still feel this is false advertisement. It should not be the customer's fault that the company CSR's were unaware of their emails. As previously stated, I ordered my merchandise on Dec. 19, 2016, and Collections, Etc.'s email specifically stated that I could still order by 2:30 CST on Dec. 21 and still get my order by Christmas at no additional charge. When tracking my package, FedEx showed my package would not be delivered until Dec. 28, so I called FedEx to explain what Collections, Etc. email said. The supervisor I talked to there was extremely helpful and stated she would put a priority on my order and try to get it to me by the promised time. She also told me that they contract with Collections and that business should have known how the order was to be sent if I was to get by-Christmas delivery. I very strongly feel this is the ONLY reason I did receive it on Dec. 24 because, even with FedEx's intervention, if I had ordered the merchandise on Dec. 21 as their email stated, I definitely still would not have received it by Christmas.
Collection's, Etc. should have to suffer from a lower rating by the Revdex.com because this IS false advertising when they even state that their own personnel were not even aware of their emails being sent out that stated delivery by Christmas at no additional charge.
Tell us why here... After corresponding through email with Ms [redacted], I have generated a full credit to Ms [redacted]'s account. This should post today or tomorrow. The order was not able to be stopped and is currently a day or two from delivery. I have asked Ms...
[redacted] to please return this package when it is received. Thank you.
DON'T ORDER ANYTHING FROM THESE THIEVES, horrible, horrible, horrible. I was promised I would get my Christmas Gifts here before Christmas but now they say I won't get them until 12/31/2016. These people don't care once they have your money. They do NOTHING to rectify the issue. Wish I had read these reviews on them before I ordered!!!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
However as of this date and time I have NOT been issued a refund to my original card used for this purchase, thank you!
Sincerely,
[redacted]
Tell us why here... I would also like to point out a few things about Mr [redacted]s order. First of all he placed the order using his mothers order form without changing his mothers name to his. Our order forms say that we electronically process our orders. Meaning these order forms and checks go through a machine that reads the information and creates the orders. The machine cannot know if an order is made out to the wrong customer name. Second we have not received the incorrectly addressed 10.24 refund check back, but we are making an exception and cancelling the wrong check from our system and reissuing a new check for 10.24 under [redacted]s name. Second the 22.24 check [redacted] is in the hands of the postal system and we have no control on how long it takes them to deliver a letter. And lastly I would like Mr [redacted] to know that our usual shipping delivery time is between 7 and 10 days. This is on Fax orders, Phone orders and Internet Orders. Mail orders will take longer because all checks are subject to verification, which is stated on the back of the order form. Therefore, Mr [redacted] received his parcel in a reasonable amount of time. We have bent over backward for Mr [redacted] and we now consider this matter closed.
Tell us why here... I apologize to our customer Mr. [redacted], for not receiving the correct items. We received the returned items and credited his account for 79.98 on 1-10-17. I apologize for the inconvenience caused Mr [redacted].
Tell us why here... I have looked into Ms [redacted] complaint and have found that the Postal Service is showing that the package was handed to the customer on 12-24-16 at 1:43pm.
I apologize to Ms [redacted] that our CSR's were not aware of the emails being sent to our customers...
informing them of the last possible ordering date for delivery by Christmas.
I hope that Ms [redacted] was satisfied with the items that she ordered.
I like Collections Etc and their diverse offerings. However, I find it very interesting that after I do everything to place my order, suddenly replacing free shipping is a processing charge. Really??? Why don't you simply charge a shipping charge and include the processing fee. This is really a bait and switch. Very disappointment. Sort of think of it as I am happy to bubble wrap anything breakable, but if you want me to then stick it inside the box, that will cost extra.
Initial Business Response /* (1000, 8, 2014/10/31) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
I apologize that this matter was answered taken care of immediately. Customer first called us on 10-16-14 saying that she sent a money order for an item. We informed her...
that we had not received it yet. Customer called three times on 10-20-14 and two times on 10-21-14 asking for her order. We informed her that the order was not in our system yet. As it turned out the order came in on 10-20-14 but because of the volume of mail we receive it did not register in our system until sometime on 10-21-14. Customer called on 10-22-14 and 10-25-14 and we explained that the item she order was back-ordered until 11-14-14. We sent a postcard to her with this notice on 10-22-14. Since this Revdex.com notice we have cancelledher order as requested and a refund will be sent on 11-4-14 when our refunds ar processed. Thank you.
Tell us why here... We apologize to Ms [redacted] for her disappointing and confusing experience with our Web checkout page. Unfortunately, when our marketing department made some changes to our Website they changed the wording on our promotion for new email customers. The...
promotion used to say "on your next purchase". Now that this has been called to our attention we will be rewording the present blurb which reads "save 15% for signing up for emails today" to "Save 15% for signing up for emails on your next purchase". We thank Ms [redacted] for bringing this to our attention.
Initial Business Response /* (1000, 5, 2015/09/28) */
I apologize to Ms [redacted] but when our customer's placed an order for the [redacted] on our web site the information is there saying the item was out of stock until 11-20-15. The order confirmation that is automatically emailed to web...
customers, also states whether the item is in stock or back ordered. We try to get like items in at the same time, but they come from different vendors and it is not always possible. Ms[redacted] can always cancel the item. Once again I apologize for the inconvenience.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On September 3rd 2015 when I had placed the order the descriptions of that item did not say it would be back ordered. Also the web site guarantees 100% and to have me wait nearly 3 months for an item I purchased is un called for. I do not want my money back I want the item that I had purchased .
Final Business Response /* (4000, 9, 2015/09/29) */
Once again I apologize. We cannot send an item that we do not have in stock. We are completely out. The best I can do is issue a 5.00 merchandise certificate for Ms [redacted] inconvenience. Thank you.
Final Consumer Response /* (4200, 11, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I wont accept the 5.00 merchandise certificate because I seriously doubt you have anything on your web site for that much and it would just mean me buying more merchandise from you that you do not have. Also you offering me 5.00 merchandise certificate pretty much says you are admitting your mistake. I want of my money and after I receive it then we can just close my account with you. I don't like businesses that offer products and cant deliver. Keep your 5.00 certificate I don't want it or your business anymore.
Dont ever buy a product from this company. One there products are so cheap and over priced that the money you spend could be spent better just about anywhere that here. Next if you want a refund good luck. I was told from one of the supervisors Roy that I would be recieveing a refund and 3 days later I get an email saying that I am getting a $5 store credit. I spent $over 60 with them. They will lie, the supervisors are incompetent, they dont make notes, thank goodness I did and have the records, names, dates and times. So now I call and you know I can't get back to Roy, not a chance, but they tell me that nope no refund $5 dollar credit. This was bought as a Christmas present, never told to open when we bought these items, was told at the time of purchase that we could get a refund if we did not like them or something was wrong with them, but that was just another lie to get the sale. So be warned, this is a bad company to deal with, all they want is your cash, and once they have it you are not getting it back. I will never ever buy another product from these worthless people. Just aweful experience. Don't do it, very bad
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
George [redacted]
I ordered 3 items from Collections, Etc. online on July 27, 2016. I received my order and found it sent in a huge box with the tape on top off and the box open. I had received 2 out of 3 items correctly. Two items I did not order were thrown in and I never received the correct items ordered originally. Their answer to 3 emails from me was 2 return labels charging me $7.99 to return the wrong items! There was no communication enclosed from a customer service representative at all!
Today, August 8th, I called Customer Service at 1-[redacted] to tell them to stop sending me return labels and to send me the original items ordered. They told me they were processing the original items to send me and that it would take 7 to 10 business days. I told them that it should be expedited since they made the mistake. They also said I had to return the wrong items and I wouldn't be charged, but I told them I should not have to return them since I didn't make the mistake. I want to donate the items, but they said they needed them returned.
Finally a supervisor said she would "escalate" the complaint to headquarters. They also kept apologizing, but never said they would do anything for my inconvenience which left me very frustrated and angry.
I received a damaged item from this company today.
I called customer service after determining that the item was not able to function at all. The level of communication was horrific.
The representative on the phone talked in circles and did not explain herself effectively.
She first offered me a "merchandise credit" for the cost of the item only (which was just over half of the total cost of receipt the item).
After I inquired about the lack of customer service that offered, she then offered to credit my payment account for the cost of the item (again without shipping and handling costs).
I then reminded her that the damage was not my fault and that it was a poor customer retention policy to not even offer to send a replacement item at no additional cost. At that point she offered to send a replacement item at no charge.
After getting run in circles for almost 20 minutes on the phone, I was frustrated by the double talk and felt that the company was more interested in the bottom line than it was in my order being correct.
I do not know if it was the representative with whom I spoke, or company policy, either way I will not be doing business with collections, etc in the future.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
D C [redacted]
Initial Business Response /* (1000, 5, 2014/06/26) */
I apologize for the inconvenience caused [redacted] On our Web site we give customers the opportunity to try other companies products. We allow these companies to add pop ups to our site after a customer completed their shopping with...
us. In March [redacted]purchased merchandise from us using his PayPal account. The pop up was offered and he must have agreed to try the [redacted] Club. But when he agreed to this product he had to enter his credit card number. We do not have access to his credit card number and after speaking with a representative from The [redacted] club she said they do not take Paypal accounts. She also said that [redacted]cancelled the trial but did not ask for his $16.99 back. The represtative from the [redacted] Club would not refund [redacted]on our request, he will have to call them back at [redacted] and request the $16.99 refund. Once again I apologize for any confusion.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called and cancelled the trial for the [redacted] Club BEFORE the $16.99 was charged to my account. I called [redacted] Club and told them that I did not authorize this charge and wanted it credited back to my account on 6/25/14. They informed me the credit will appear in 3-5 days. I just want this credit back to my account
Final Business Response /* (4000, 9, 2014/06/27) */
I apologize, but the [redacted] club will not let us authorize a credit as we did not charge the customer or initiate the charge. He must call back [redacted] club and make sure they credit his account.
I ordered a number of products online on 10/13/16. As off 10/22/16 products had not been delivered so I viewed my account only to find out that Collections Etc. has billed my account twice. Upon calling Collections Etc. Customer Service at 620-[redacted] to question the charges nothing made sense. Per the Customer Service Rep, my account was not charged on the 13th, but on the 19th. As I explained that made no sense because I was looking at my account showing the account being charged on the 13th, and the 18th; the dates did not correspond with what I was being told. Per the Customer Service Rep, there is only one charge from the 19th. As I again tried to explain the inconsistency the Rep insisted the only charge was from the 19th and this was not done by Collections Etc.; but my bank. So I contacted the Bank. Only to find out that my account was charged by Collections Etc.on 10/13 and 10/18. It "appears" the charge from 10/13 may have been in error as Collections Etc. never attempted to collect these funds but also never reversed/canceled the charge either. Now I have to wait for the charge to "cycle" and automatically cancel or file a full dispute, total inconvenience. So dissatisfied with Customer Service lack of ability to know system to see what was done to my account, their lack of concern that they double charged my account, and their insistence they were not at fault here. 1st and last time ordering from Collections Etc.
Tell us why here... This to clarify what items are NOT eligible for extra promotional discounts. All clerance items ending in a dollar amount of .97 cents or .00. Total current order $91.36 which included 10.99 shipping and 2.25 handling charge. Customer saved $12.60 on her 15% discount.
Complaint: [redacted]
I am rejecting this response because:
You have closed this complaint apparently, as your email states, because I did not respond to you saying the complaint was resolved. I did not see where I was to do this. I'm sorry that it was not done and apparently this was my error. I understand since you have now closed the case, there is nothing more to be done.
However, since this is what one of your email states that Collections, Etc. said: I apologize to Ms [redacted] that our CSR's were not aware of the emails being sent to our customers informing them of the last possible ordering date for delivery by Christmas, I still feel this is false advertisement. It should not be the customer's fault that the company CSR's were unaware of their emails. As previously stated, I ordered my merchandise on Dec. 19, 2016, and Collections, Etc.'s email specifically stated that I could still order by 2:30 CST on Dec. 21 and still get my order by Christmas at no additional charge. When tracking my package, FedEx showed my package would not be delivered until Dec. 28, so I called FedEx to explain what Collections, Etc. email said. The supervisor I talked to there was extremely helpful and stated she would put a priority on my order and try to get it to me by the promised time. She also told me that they contract with Collections and that business should have known how the order was to be sent if I was to get by-Christmas delivery. I very strongly feel this is the ONLY reason I did receive it on Dec. 24 because, even with FedEx's intervention, if I had ordered the merchandise on Dec. 21 as their email stated, I definitely still would not have received it by Christmas.
Collection's, Etc. should have to suffer from a lower rating by the Revdex.com because this IS false advertising when they even state that their own personnel were not even aware of their emails being sent out that stated delivery by Christmas at no additional charge.
Thank you.
Sincerely,
Mrs. Connie [redacted]
Tell us why here... After corresponding through email with Ms [redacted], I have generated a full credit to Ms [redacted]'s account. This should post today or tomorrow. The order was not able to be stopped and is currently a day or two from delivery. I have asked Ms...
[redacted] to please return this package when it is received. Thank you.
DON'T ORDER ANYTHING FROM THESE THIEVES, horrible, horrible, horrible. I was promised I would get my Christmas Gifts here before Christmas but now they say I won't get them until 12/31/2016. These people don't care once they have your money. They do NOTHING to rectify the issue. Wish I had read these reviews on them before I ordered!!!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
However as of this date and time I have NOT been issued a refund to my original card used for this purchase, thank you!
Sincerely,
[redacted]
Tell us why here... I would also like to point out a few things about Mr [redacted]s order. First of all he placed the order using his mothers order form without changing his mothers name to his. Our order forms say that we electronically process our orders. Meaning these order forms and checks go through a machine that reads the information and creates the orders. The machine cannot know if an order is made out to the wrong customer name. Second we have not received the incorrectly addressed 10.24 refund check back, but we are making an exception and cancelling the wrong check from our system and reissuing a new check for 10.24 under [redacted]s name. Second the 22.24 check [redacted] is in the hands of the postal system and we have no control on how long it takes them to deliver a letter. And lastly I would like Mr [redacted] to know that our usual shipping delivery time is between 7 and 10 days. This is on Fax orders, Phone orders and Internet Orders. Mail orders will take longer because all checks are subject to verification, which is stated on the back of the order form. Therefore, Mr [redacted] received his parcel in a reasonable amount of time. We have bent over backward for Mr [redacted] and we now consider this matter closed.
Tell us why here... I apologize to our customer Mr. [redacted], for not receiving the correct items. We received the returned items and credited his account for 79.98 on 1-10-17. I apologize for the inconvenience caused Mr [redacted].
Tell us why here... I have looked into Ms [redacted] complaint and have found that the Postal Service is showing that the package was handed to the customer on 12-24-16 at 1:43pm.
I apologize to Ms [redacted] that our CSR's were not aware of the emails being sent to our customers...
informing them of the last possible ordering date for delivery by Christmas.
I hope that Ms [redacted] was satisfied with the items that she ordered.
So far I am very happy with them. I have not had any trouble getting my merchandise.
I like Collections Etc and their diverse offerings. However, I find it very interesting that after I do everything to place my order, suddenly replacing free shipping is a processing charge. Really??? Why don't you simply charge a shipping charge and include the processing fee. This is really a bait and switch. Very disappointment. Sort of think of it as I am happy to bubble wrap anything breakable, but if you want me to then stick it inside the box, that will cost extra.
Initial Business Response /* (1000, 8, 2014/10/31) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
I apologize that this matter was answered taken care of immediately. Customer first called us on 10-16-14 saying that she sent a money order for an item. We informed her...
that we had not received it yet. Customer called three times on 10-20-14 and two times on 10-21-14 asking for her order. We informed her that the order was not in our system yet. As it turned out the order came in on 10-20-14 but because of the volume of mail we receive it did not register in our system until sometime on 10-21-14. Customer called on 10-22-14 and 10-25-14 and we explained that the item she order was back-ordered until 11-14-14. We sent a postcard to her with this notice on 10-22-14. Since this Revdex.com notice we have cancelledher order as requested and a refund will be sent on 11-4-14 when our refunds ar processed. Thank you.
Tell us why here... We apologize to Ms [redacted] for her disappointing and confusing experience with our Web checkout page. Unfortunately, when our marketing department made some changes to our Website they changed the wording on our promotion for new email customers. The...
promotion used to say "on your next purchase". Now that this has been called to our attention we will be rewording the present blurb which reads "save 15% for signing up for emails today" to "Save 15% for signing up for emails on your next purchase". We thank Ms [redacted] for bringing this to our attention.
Initial Business Response /* (1000, 5, 2015/09/28) */
I apologize to Ms [redacted] but when our customer's placed an order for the [redacted] on our web site the information is there saying the item was out of stock until 11-20-15. The order confirmation that is automatically emailed to web...
customers, also states whether the item is in stock or back ordered. We try to get like items in at the same time, but they come from different vendors and it is not always possible. Ms[redacted] can always cancel the item. Once again I apologize for the inconvenience.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On September 3rd 2015 when I had placed the order the descriptions of that item did not say it would be back ordered. Also the web site guarantees 100% and to have me wait nearly 3 months for an item I purchased is un called for. I do not want my money back I want the item that I had purchased .
Final Business Response /* (4000, 9, 2015/09/29) */
Once again I apologize. We cannot send an item that we do not have in stock. We are completely out. The best I can do is issue a 5.00 merchandise certificate for Ms [redacted] inconvenience. Thank you.
Final Consumer Response /* (4200, 11, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I wont accept the 5.00 merchandise certificate because I seriously doubt you have anything on your web site for that much and it would just mean me buying more merchandise from you that you do not have. Also you offering me 5.00 merchandise certificate pretty much says you are admitting your mistake. I want of my money and after I receive it then we can just close my account with you. I don't like businesses that offer products and cant deliver. Keep your 5.00 certificate I don't want it or your business anymore.
Dont ever buy a product from this company. One there products are so cheap and over priced that the money you spend could be spent better just about anywhere that here. Next if you want a refund good luck. I was told from one of the supervisors Roy that I would be recieveing a refund and 3 days later I get an email saying that I am getting a $5 store credit. I spent $over 60 with them. They will lie, the supervisors are incompetent, they dont make notes, thank goodness I did and have the records, names, dates and times. So now I call and you know I can't get back to Roy, not a chance, but they tell me that nope no refund $5 dollar credit. This was bought as a Christmas present, never told to open when we bought these items, was told at the time of purchase that we could get a refund if we did not like them or something was wrong with them, but that was just another lie to get the sale. So be warned, this is a bad company to deal with, all they want is your cash, and once they have it you are not getting it back. I will never ever buy another product from these worthless people. Just aweful experience. Don't do it, very bad