Future Aids: The Braille Superstore

What an absolutely horrible customer service experience dealing with "Susan" the "Customer Service Manager" at The Braille Superstore. I placed an order on 12/8/23 for a specific item for Christmas. On 12/12 at midnight I received shipping confirmation for a different item. When I emailed to inquire I was told they substituted the out of stock item because they couldn't get in touch with me. The items are different in a way that they are not equal substitutes. Plus, I didn't order what was sent! My order should have been cancelled with apologies. Susan and I went back and forth via email. First, she claimed I was unresponsive to emails, then she claimed the emails were automated so she couldn't prove they were sent, then she went back and said they were sent personally, but it was Gmail's fault for not delivering them to me. Her emails were rude, condescending, and wildly unprofessional. She said most people would want a substitute this time of year. I told her I prefer to make decisions about how my money is being spent. That wasn't for her to decide. She told me since I didn't appreciate their products I wasn't welcome to order again (not that I ever would after being treated so horribly). I have NEVER had a business just send whatever they want when an item is out of stock. It's truly crazy. She's refused to refund me until I send the package (which I haven't even received yet) back which is quite an inconvenience, especially since I didn't order what she sent me and don't want it. A quick Google search produced BBB complaints and reviews that she has done this before - taken money for one item, sent a different one, and then treated the customer rudely when they confronted her.

I ordered a product on 3/30/and purchased expedited delivery serviceThe ***store website states that expedited parcels will be delivered in to business days They promptly mailed it 4/01/and told me the expected delivery date would be 4/7/ On 4/8/I inquired about the parcel because I had not received it They said the holiday (Easter) may have slowed it down (due to postal holidays) and that I would surely have the parcel by 4/9/ I did not receive the parcel on 4/9/This business has done nothing to investigate why this expedited parcel (which I paid over $extra postage) was not received in the expected time frame In addition, I found that the USPS has no holidays related to EasterThe parcel was received in the US on Friday, 4/3/2015, so even Canadian holidays would not have affected the delivery from that point forward It is 4/10/and I still don't have the parcel