Hanover Direct, Inc.

Review: Placed order on July 10, 2013 paying with my Paypal account. Contacted them on July 13, 2013 because they had not processed the order and the money sent via Paypal ($128.77) was "pending." Because the purchase would arrive late, I asked that it be cancelled. The responsded by saying that they'd process it in 48 to 72 hours, which clearly ignored my request to cancel. I responded by saying again, cancel the order. The order was not processed/shipped; however, the payment made is in limbo on Paypal, still listed as "pending." Paypal can not release those funds back to me until the vendor (Undergear/Hanover) confirms that they cancelled the order. Paypal has now contacted them twice (July 17th and July 19th) without action on the part of Undergear/Hanover. The order # placed on July 10th is [redacted]Desired Settlement: I simply want them to issue the refund by confirming with Paypal that they cancelled the order so that the funds can be released back to me.

Review: On Thursday 6/26/2013 I placed an order from a Hanover Direct subsidiary UnderGear. I used UnderGears online system to place an order and also noted this was a gift order. I received a confirmation email and it stated all items were in stock and will ship out next business day. ( Order #[redacted]). As of Tuesday 7/9/2013 the order has not yet shipped. I am unable to get an online status, my emails to UG customer service are not returned. On the phone I am being told they had some type of problem with new order entry system and my order is in fulfillment at the warehouse and should ship any day now. I was first told this on July 1st after calling today I am being told same thing and customer service does not know what the problem is and they have no way of escalating or contacting warehouse or UG management. I have no idea if this will ever ship and it has cost me quite a lot of embarrassment because it was a gift order for a long passed special occasion. This is absolutely the worst online order and subsequent customer service experience I have ever had. I would like to know when or if this order [redacted]) will ever ship.Desired Settlement: Along with an explanation for delay and an apology. Some type of compensation for delay and embarrassment would be appreciated.

Review: Hello,

I'm filing a complaint regarding two issues I recently had with The Company Store (one I just discovered today). Last week or so I ordered a runner rug from The Company Store only to find that I was overcharged by about $30 (total was $56.51 and charged $86.21) and as evidenced by the confirmation screen and my confirmation email. I called The Company Store twice--the first time there was some sort of connection issue and I was hung up on (no issue with this, the rep on the other end didn't appear to hear me), and the second proceeded to hear my issue but insisted I was charged the correct amount but my math was incorrect and even attempted to walk me through adding/multiplying ect...to reach what my total was. She agreed there was a mistake somewhere on their end, but would only refund the shipping cost and not the total $30 or so I was overcharged. I asked for the full $30 overcharged and I was told there was nothing that could be done about it on her end.

The second related problem is that I was able to check my account today to confirm the amount to file this complaint when I saw that I was also charged twice for the "corrected" amount (which I still hold is incorrect since I still want the full refund of the difference between my checkout balance and what I was charged). Essentially, have been charged $69.30 TWICE when my initial total was only $56.51.

I am able to supply the emailed purchase confirmation with the $56.51 amount listed. I am also able to supply any banking records to confirm I was charged twice.

At this point, while I am satisfied with the product I received I have no desire to purchase from here again. Thankfully I had more than enough funds to cover being overcharged the first time and then mysteriously charged twice, but I have no confidence in any other checkout total in the future.Desired Settlement: I want my overall charged to only be $56.51, as was stated in my online confirmation and emailed confirmation. As I have been charged twice for $69.30, I am asking that $86.09 be credited back to the debit card I used to make my purchase. The service representative acknowledged there must have been some mistake in my initial problem, but I want the issue to be honored instead of being charged an amount contrary to what was listed in my emailed confirmation.

Review: In November 2012 I ordered a set of sheets from [redacted] which is a home goods store that advertises in catalogs and online owned by Hanover Direct. This month, October 2013, I receive a benign little post card from a program called [redacted] telling me that my subscription to them is expiring and it will automatically renew on 11/16/2013 for $149.99. I was puzzled and called and successfully cancelled the renewal. However, I have been billed for the last year. They are based out of Schaumburg, IL (###-###-#### call center).

I then go online and google them and see that others have experienced this as well--and none of us remember asking for this online discount service which purports to help you buy appliances cheaper. So I email [redacted] customer service and they said that yes, they signed me up for this when I purchased the sheets. I told them that I didn't remember agreeing to this( I would NEVER do something like that) and asked for verification and they apologized if I didn't request this service. So I asked for my money back and they said 'so sorry but it isn't our company, your problem is with [redacted]-call them.' Even though THEY are the ones who solicited the service(I don't remember any conversation about this) and provided my [redacted] credit card number to them. I believe clearly that this is DECEITFUL and ILLEGAL. Not just bad practice but illegal. And they couldn't provide me with any evidence that I agreed to this on the phone.

Please help not just me BUT THE HUNDREDS OF OTHERS POTENTIALLY BEING SCAMMED BY THIS SHODDY AND ILLEGAL PRACTICE. I AM HORRIFIED THAT A COMPANY THAT HAS BEEN IN BUSINESS AND CONSIDERED REPUTABLE WOULD DO SUCH A THING.

Sorry to capitalize so much but I am very upset at this practice. fromDesired Settlement: Refund my money AND stop the illegal scamming practice. Fine the company and publically call this out to everyone.

Review: I ordered a comforter on their website on Sunday, 8/11/13 at 5:00 P.M. for $171.20, after the order went through and I read the description again I realized it was not what I wanted. I immediately called them and got a recording stating that they were closed and I should call back between 7:00 A.M. to 10:00 P.M Monday thru Friday. The following morning which was Monday 8/12/13, I called them at 7:00 A.M. and told them I wanted to cancel my order. I was told that it was to late that it already shipped. I could not believe what the girl was telling me so I asked to speak to a supervisor ([redacted]) who told me the same thing. I then asked why he could not just call UPS to cancel the shipment. At that point I was told that it was sent by USPS and if I am not there to receive the order it will be left at my door. After this I went on Yelp to see how other consumers felt about this company. There are many complaints against this company and they are called theives by many consumers. The charge has not yet posted to my credit card which tells me that they are lying. I do not thinit any company would ship out their merchandise until they know that are going to get paid .Desired Settlement: I want them to keep their comforter, notify my credit card to drop the charges and I will never order anything from them again

Business

Response:

Dear **. [redacted]:

Review: The Company Store (AKA Hanover Direct) advertises a mite proof feather bed cover with the following description taken from their website:

• Dust mite proof bed protectors.

• 100% cotton allergen control mattress and pillow covers.

• No added chemicals, harsh treatments or sticky coatings that don’t breathe.

• Breathable microscopic pores, averaging just 4.91 microns, provide a barrier against dust mites, pet dander, bed bugs and other allergens.

• Naturally repels common allergens due to the elimination of moisture build-up.

• Dust-mite proof bed covers available in a pillow protector, featherbed protector, mattress / box spring protector and comforter / duvet protector.

• Rustproof, heavy-gauge zipper.

• Dust-Mite Proof Featherbed Protector (IA24), has a zipper that goes 14" along the bottom, all the way up one side and 14" along the top.

• Made in USA of imported materials.

I originally ordered this item on May 12, 2014. The item I received opened only at the bottom and about 4" up each side. I contacted them and was told to return the item and they would re-ship. The replacement item I received was the same as the first - it opened at the bottom and about 4" up each side instead of what they advertise (goes 14" along the bottom, all the way up one side and 14" along the top). I returned this one as well.

When I returned these two items I called and told them the item they are shipping is not what is advertised on their website and requested they change the description if they cannot provide the item as described. Nearly 3 months later, the feather bed cover is still incorrectly advertised on their website.Desired Settlement: If they have the feather bed cover described on the website (goes 14" along the bottom, all the way up one side and 14" along the top), send it to me and it should be free of charge considering the frustration and time caused by their false advertising. If they do not have the product as described, change the description on the website.

Business

Response:

Dear [redacted]:

Thank you for bringing [redacted]'s concerns to our attention. Please see a copy of the email that was sent to [redacted] below. We hope that you find this information satisfactory. If I can be of any further assistance regarding this matter, please do not hesitate to contact me directly.

Sincerely,

Review: I ordered merchandise which never arrived. I called them to see what happened and was told it was never shipped. so I have asked for a refund and trying to get my Money back for months now. below is the message from the store I received. I contacted several times and get the same answer.

Dear [redacted],

We apologize once again for the delay in issuing the refund. I have researched this further for you as requested and found out that due to our system conversion it will take about 2-4 weeks before a refund check can be sent to you. However, if you would like to give us a call using the number below and provide a credit card number we can simply issue credit that way. We are sorry for any inconvenience this may cause. If you have any further questions please let us know.

Sincerely,

The Company Store

Internet Customer Service Specialist

Phone: ([redacted]

Email: [redacted]Desired Settlement: I need the 118.99 refund and the check sent to my address

Business

Response:

Dear [redacted]:

Review: I ordered a sheet from "The Company Store" In March 2013. I sent a check to pay for the sheet. The check was cashed, and went through my bank. No sheet was ever sent. I contacted the business twice, and was told the sheet was no longer available. I requested a refund. No refund has been sent. I called back regarding the refund and have been told twice the computers cannot issue refund checks. I do not have credit cards and have never had them. I do not want other merchandise or a merchandise credit. I want the refund that is due me - $24.95. I pay for all purchases with cash or a check. If "The Company Store" accepts checks as payment for goods they should issue refunds by checks for people who do not have credit cards.Desired Settlement: Any business that accepts checks as payment for merchandise should have the ability to issue refund checks when the business cannot provide the merchandise ordered. Even in this day, some people do not use or have credit cards.

Business

Response:

Dear [redacted]:

Review: I have attempted to get a refund from this company for the past two months. I have received varying stories when I call them, which has been weekly. They have told me on some occasions that they are unable to return my money because a malfunction in their system. Most times they tell me that this should be fixed within 1-2 days. When they tell me someone will follow up with m, they do not. Other times when I have called they have told me they can issue the refund and to expect it in 1-3 days; weeks pass and when I call back I get the sme "computer malfunction story. The last time I called their manager was rude to me and then denied me the chance to talk to her supervisor, saying there was not one to talk to. I asked for a paper check mailed to me, which I was told is not possible. The reufnd amount I am still waiting on is $79.98.Desired Settlement: I just want the $79.98 they have been telling me can be refunded once their "system" is working

Business

Response:

Dear [redacted]:

Review: I placed order [redacted] and proceeded to return a duvet cover and two pillow shams to [redacted]. I returned the items via [redacted] which shows a return delivery date of 3/5/13, for which I have not received any notification email or my credit. I have called three times asking for an update on the status of my credit, and each time I have received the excuse that they are having IT issues with a new computer system and can't tell me when the pending credits will be processed.

In addition, the Breckenridge quilt I purchased is already coming apart at the seams, so when I called on 3/22/13 and spoke to [redacted], she indicated that the item is no longer available for an exchange and that she would authorize an additional 20% credit ($40.65) to my account for the defective product.

To date neither credit has been issued and there has been no indication of when their IT issues will be fixed. According to the store's website, "Note: Depending on the method you use to return your package, please allow up to 14 calendar days from the day you returned your package for your return to be processed and your account credited." I find it unacceptable for a company to hold your money for nearly a month while processing a return.

I am extremely dissapointed in the quality of the products I have ordered, as well as the customer service of the [redacted]. This method of doing business is unacceptable.Desired Settlement: All I am asking for is for the $149.82 that I am owed to be immediately credited to my [redacted], as the original form of payment, or a check to be issued to me.

Business

Response:

Review: I placed an order on 11/13 for a storage bench. The website indicate that the product was in stock and would be delivered within y day. On 11/5 I received an email that the product was on back-order for 30 days. At that time, I called the Company Store and cancelled my order. Customer Service indicated that it was a shipment from the manufacturer so she completed the necessary paperwork to cancel the order and said it would be submitted. I was satisfied that the order was cancelled and I went and made a replacement purchase in order to have the product in time for Thanksgiving.

I'm not sure what date it was when FedEx rang my doorbell. I asked who the shipment was from at which time they said the Company Store. I declined the shipment and FedEx took it back. I called the Company Store again to let them know that the product was shipped although I had cancelled and that I did not accept the shipment. Customer Service indicated to me at this time that they were "not allowed" to cancel the order that the Customer Service rep that had helped me on 11/15 did so in error. I asked why I didn't receive a call about this to which she replied "well, we probably should have called you". I indicated again that I had declined the order and did not want the shipment. On December 9, I noticed a pending charge on my account from the Company Store so I called again to let them know that I do not have the product, do not want the product and had cancelled the order. Customer Service told me at that time that it was just a pending charge and it would not be processed. Today when I looked at my account the charge was in fact taken from my account. I am NOT calling your customer service again because I do not believe a thing they say and I just want you to refund my money. I have not received anything from the Company Store and any and all shipments from you will be declined.Desired Settlement: Refund my credit card in the amount of $257.30. I do not want to receive a phone call from you crappy customer service team.

Business

Response:

Dear **. [redacted]:

Thank you for bringing **. [redacted]'s concerns to our attention. Please see a copy of the letter that was mailed to **. [redacted] on December 31, 2013. In addition, a copy of this letter was faxed to the Revdex.com on December 31st as well. I sincerely apologize if you had not received our initial response.

Should you, or **. [redacted], have any additional questions or concerns, please do not hesitate to contact me directly.

Sincerely,

Review: arranged a pick up via company for a warranty exchange. issued a second call tag and package was picked up by [redacted]. now I'm being told theres no activity when it was picked upDesired Settlement: for new comforter

Business

Response:

Dear **. [redacted]:

Thank you for bringing **. [redacted]'s concerns to our attention. Please see a copy of the email (below) that was sent to **. [redacted] on March 4, 2014. We look forward to resolving this matter to **. [redacted]'s complete satisfaction.

Should you have any questions or concerns, please do not hesitate to contact me directly.

Sincerely,

Review: I have contacted The Company Store (Hanover Direct) numerous times over the last couple of years asking to be removed from their mailing lists. Customer Service always SAYS they will remove us, but we keep getting their catalogs in the mail. It seems that they send us EXTRA copies each time we complain.Desired Settlement: They will remove us from their mailing list and we won't receive any more catalogs.

Business

Response:

Dear **. [redacted]:

Review: I purchased a "[redacted] Down [redacted]" feather comforter for over $500.00 from [redacted] Down in Chicago with offices in [redacted], WI. My comforter began leaking feathers after [redacted] Down cleaned it in 2013 (see attached receipt for cleaning of $156.10 - paid). I contacted Laura and Cory at [redacted] - ###-###-#### who informed me that [redacted] Down comforters are "guaranteed for a lifetime." I requested that my feather comforter be replaced by their down free comforter. I sent a letter on November 4, 2013 and another email in April, 2014. [redacted] has not returned my comforter since January 19, 2014 after their cleaning, and I have not gotten a replacement from them. I have tried to negotiate, but my comforter is still in their possession. The representative at their 800 number informs customers about "lifetime guarantees". I would like to be sent a replacement by this winter.Desired Settlement: The [redacted] Down Free Comforter as a replacement to the [redacted] Down [redacted] Comforter.

Business

Response:

Dear [redacted]:

Thank you for contacting us, regarding [redacted]'s concerns. We appreciate you bringing this matter to our attention and are eager to resolve [redacted]'s concerns.

Please see a copy of the letter that was sent to [redacted] today. Should you, or [redacted], have any additional questions or concerns, please do not hesitate to contact me directly.

Sincerely,

Sandra Motl

Review: Advertisement in a clearance product - a comforter - is not clear.. There is no indication that the original advertised clearance price includes only one item of the whole set i.e. only the shams It causes the customer to order that item by mistake thinking the whole set is ordered.. there is no indication that the comforter in question is out of stock - thought it indicates another price on top of the ad, and what s advertised at that price is only one of the items that comprises the whole set.-Desired Settlement: They should send me the comforter at that price, besides the shams I received.

Business

Response:

Dear [redacted]:

Thank you for bringing [redacted]'s concerns to our attention. Please see the email that was sent to [redacted] today. Should you, or [redacted], have any additional questions or concerns, please do not hesitate to contact me directly. Sincerely,

Review: My husband and I have both requested that they stop sending us their catalogs and that our information not be shared with other companies.However, we continue to receive solicitations a year later.It has been a great nuisance to us especially because we have no general interest in their products which are of an highly personal nature.We purchased a single item out of necessity and now we feel embarrassed to be receiving their catalogs as the content is quite explicit. We have also received catalogs from similar companies due to the information sharing policies that one must agree to by default when doing business with this company.It would be nice if this issue could be resolved for us without further time, effort and frustration on our part.Thank you!Desired Settlement: I am not sure what it is you can do for me. I just felt like doing something about the problem. I hope you can resolve it for me. Perhaps, if you contact them they will stop sending us this material.I appreciate your assistance.Please let me know if I can be of any assistance to you.Thank you!

Business

Response:

Dear [redacted]:

I am writing in reference to the complaint [redacted] received on behalf of [redacted]. We appreciate the Revdex.com bringing [redacted]'s concerns to our attention. Please see a copy of the email that was sent to [redacted] on July 29, 2014.

We hope that you find this information satisfactory and thank you for bringing this matter to our attention. Should you or [redacted] have any further questions or concerns, please feel free to contact me directly at the email address, or phone number, provided below.

Review: I received an expensive king comforter LESS than a year ago and this company has a lifetime guarantee against manufacturer's defect on their products. If you click on the lifetime guarantee link on their website it takes you to something different so I didn't know I was supposed to dry clean blanket before I sent in to get checked. It's loosing an excessive amount of feathers and the first time they shipped it back to me saying it never went process to see if it qualifies for lifetime guarantee because it

Was dirty. So I had it dry cleaned re shipped it in and then received an email saying we are shipping you a 100$ gift card. So I called in because the blanket was 400$ and they said they don't make that color anymore (that's why company is constantly changing their colors on blankets) and even though blanket is less than a year old if they don't make color you can only receive a 100$ Gift card. Nowhere on their site tells you this. It's fraudulent to say u have a lifetime guarantee but only and only if you call within 30 days of purchase because we constantly

Change our color names so you can't get full refund or exchange. I spent a lot of money shipping blanket twice there and not one person even called me to see if at least I wanted the original blanket back instead of the 100$ gift card.Desired Settlement: I want the company to honor what they say on their site and not have these little games If they had these limitations then it should say it on site. It's false advertising to say lifetime guarantee for defects then not adhere to it because they changed color of blanket from burgundy to maroon. It's sneaky and blanket is less than a year old.

Business

Response:

Dear [redacted]:Please see a copy of the email below, that was sent to [redacted] today. Thank you for brining this matter to our attention. Please let me know if you have any additional questions, or would like to discuss this matter further.Sincerely, SandraSent: Mon 12/8/2014 1:15 PMDear [redacted]: Thank you for contacting us, via the Revdex.com, regarding your recent experience with The Company Store. We greatly appreciate your feedback and apologize for the way in which your order was handled. Please be assured that your situation certainly did not adhere to the type of service for which The Company Store is known. We take great pride in the satisfaction of our customers and regret that we had not met your – or our own – expectations. Our records indicate that you had mailed us a king size, ultra warm down comforter, which was to be replaced under our Lifetime Guarantee. From your feedback, however, I understand that the item was initially returned to you because it had not been cleaned. I also understand that the second time you sent in the comforter, you were only offered a $100.00 gift card, instead of a similar comforter. Please accept my sincere apologies for the lack of service and understanding you had received. We expect much more from our representatives and will address this matter immediately. We are so sorry to have let you down. I have confirmed that a replacement comforter was sent to you on December 3, 2014, via FedEx overnight. I wanted to personally follow up to see if you are satisfied with the new comforter. In addition, I would be happy to reimburse you for the postage you had paid to send the comforter in the second time. Please contact me at your earliest convenience, so that I may process an additional refund. We are very sorry to have disappointed you and, if given the opportunity, will do our best to restore your trust and confidence in The Company Store.Thank you for bringing your concerns to our attention. Feedback from valued customers like you, allows us the opportunity to achieve our goal of becoming the standard of excellence in the catalog mail order industry. We deeply value your relationship with The Company Store and are committed to providing you with the highest level of service, simply because our customers deserve the very best. We appreciate your patronage and I look forward to hearing from you soon.Sincerely, Sandra M[redacted]Office of the PresidentThe Company Store###-###-####[redacted]@hanoverdirect.com

Review: By keeping the customer waiting over days and failing to update the customer regarding the delay of delivery date or status update of the placed order for more than daysI had to call three times and inquiry about my orderCompany failed to notify me regarding additional delay due to failure of receiving their shipmentFailing to respond to my e mail inquiry as well as other calls related to the same order
Very poor ceMaking additional mistake by their representative for blocking my orders with out giving a reason
After days waiting order was canceled.Desired Settlement: A simple letter or e mail of apology for failing to complete my order in a timely mannerand by neglecting to communicate showed a clear lack of caring
Consumer
Response:
my main concern was to let this company know that they can not just ignore their customer pending order.So long as this is posted on the web site indication the consumer dissatisfaction regarding their service should be sufficient for me.Again, thank you for following up and consideration.[redacted]
Business
Response:
Dear [redacted]:
Thank you for contacting the Revdex.com, regarding your recent experience with The Company StoreWe greatly appreciate your feedback and apologize for the way in which your order was handledPlease be assured that your situation certainly did not adhere to the type of service for which The Company Store is knownWe take your concerns very seriously, as customer satisfaction is our first priority
Our records indicate that you had purchased a [redacted] comforter and matching sham on August 20, From your feedback, I understand that your items were backordered much longer than expectedI also understand that we had not kept you updated on the status of your orderPlease accept my sincere apologies for any frustration or inconvenience we have caused youAt The Company Store, we take pride in ensuring the satisfaction of our customersWe are so sorry to have let you down
The Company Store has recently implemented a new computer system, which has not gone as well as expectedDuring this period of transition, we have encountered an increase in shipping errors, some confusion in our contact center and several delays in communicating with our customersWe realize that the past several months have been frustrating for our customers and for that, we are truly sorryPlease know that we are working very hard to correct these issues and are confident that we will soon be back to the level of service you have come to expect from us
As a sincere token of our appreciation for your patronage, I have sent you a gift card for a future orderThis gift card, valued at $50.00, should arrive to your mailing address within 4-business daysWe are very sorry to have disappointed you and, if given the opportunity, will do our very best to restore your trust and confidence in The Company Store
Thank you for bringing your concerns to our attentionFeedback from valued customers like you, allows us the opportunity to achieve our goal of becoming the standard of excellence in the catalog mail order industryWe deeply value your relationship with The Company Store and are committed to providing you with the highest level of service, simply because our customers deserve the very bestWe appreciate your patronage and hope you will allow us to serve you once againShould you have any further questions or concerns, please do not hesitate to contact me directly
Sincerely,
Sandra M[redacted]
Office of the President
The Company Store
###-###-####

Review: I placed an order for bedding, pillows, rug on March 17th of 2013. Some ite** arrived within a couple of weeks but 3 ite** were quite delayed. I called every several weeks to find out status of my order. I was continually told of computer glitches and a new system. By June I was tired of waiting for my final ite** and tired of contacting them. The order was cancelled on June 23rd with two ite** remaining on it. A rug and a pillow case. They said the pillow case was "in process" so they weren't sure they could cancel that item. It is now November and I haven't received said pillow case and they literally have no idea where the item is. The rug however showed up on my doorstep this week and my credit card was charged $93.09 for an item I cancelled. When contacting them about this issue they said will take several days for FedEx to show up and pick up the item before they can credit my account. My concern at this point is that they weren't capable of canceling an order and even if they pick it up I'm concerned they will never back the charge out. And then of course there is the case of the missing pillow case which apparently could arrive any time and I will be charged for it. It's clear they are not capable of truly canceling this order and I have no recourse at this point but to trust an organization who has done nothing but mess up a simple order for the last 8 months. I feel I should be credited for the rug immediately with some commitment to either ship the pillow case or cancel it. Saying it's in process since June but yet it still hasn't arrived is not solution.Desired Settlement: I would like my $93.09 credited to my account immediately and I would like a promise from the company as to the status of the item of the pillow case that has been in process for 6 months so that I do not have to every interact with this organization again. I would like this item cancelled since it has been in process for 6 months and has not arrived and if they "accidentally" ship it to me I would like a promise that I will not be charged for the item and will not have to return it.

Business

Response:

Dear **. [redacted]:

We are writing in reference to the complaint The Company Store received on behalf of **. [redacted]. We appreciate the Revdex.com bringing **. [redacted]'s concerns to our attention. Please see the email, below, that was sent to **. [redacted] on December 2, 2013.

Review: I placed an order and after a couple of days I noticed my card had not been authorized/charged so I went to check the order in my online account to check the status of the order and it said it had no record of the order. (i have a screen shot of this that I took as confirmation.) so I placed a second order and when I talked to [redacted] in customer service via email he didn't tell me that the first order had already shipped, he let me think that the second order was all he saw and it was being currently authorized. I called back to inquire about how long the second order would take for me to receive (since I had been waiting a few days for the first order) and [redacted] and [redacted] told me that not only did the first order already ship, but even though it had only been maybe 5 hours since I placed the second order (and they usually take at least 3 days to ship) that she could not cancel my second order and I would now be charged for both. and because I only use that bank account for online purchasing and had only transferred enough to cover the 1 item, the second charge is going to put me over my limit and cause a $35 draft charge from my bank. they literally first lied about seeing the first order in the system, and then told me that my second order could not be cancelled only a few hours after being placed (even though it takes them at least 3 days to ship an order). I worked at an online retailer, I know you can definitely stop an order at many points before it ships, and definitely within the first 12 hours.

after I asked to speak to a supervisor I was told they would go ahead and refund me one of the charges, but I am worried if the other one hits before the first one clears that I will be charged $35 from my bank.Desired Settlement: $35 bank fee refund if I am charged it.

Business

Response:

Dear [redacted]