Iconix Brand Group Inc.

Review: On 12/*/2015 I ordered two aerial photo puzzles of my house and my daughter's house. My order # is [redacted]. I provided two addresses, one for each puzzle. These puzzles are an aerial view of a person's home and the surrounding area. I correctly added both addresses and checked they were correct before submitting my order. I called on 12/** to see where the puzzles were as the tracking number they gave me did not work for either [redacted] or [redacted]. The person I talked to said the tracking number works just fine and shipped via [redacted]. She went to the [redacted] site and said she entered the tracking number and they would arrive 12/**. I tried the [redacted] site again and no luck. They both arrived on 12/**/2015 via [redacted], not [redacted]. One puzzle was made with the wrong street address and wrong state. I called the customer service number that evening to re-order (even though now the gift will be late for Christmas). I called 5 times. The first 4 times I was transferred 2 and 3 times and eventually reached a recording that said "We are unable to take your call, you are being disconnected". The fifth time I talked to someone again explaining my situation and they stated they would have someone call me back. On the morning of 12/** no one called so I called them again. This time I explained my situation to 5 different people, each who told me they must transfer me to someone else, upon finally reaching someone who said they would send me a return label and replace the item. Then she told me "no" she will not replace the item because it is personalized and cannot be exchanged or returned. I told her it was printed incorrectly with the wrong street address and state, so it is not an aerial picture of our home and of no use to us (this is a $50 item). She apologized and said she would transfer me to someone else, and then I received the recording again that no one could take my call and I was being disconnected. I was disconnected again after being on the phone for 22 minutes. I am beyond frustrated, no one will help me. I want my $50 credited back to my card and I will NEVER work with Sharper Image again.Desired Settlement: I would like my [redacted] credited with the amount of the puzzle which is $49.99. I will return the incorrect puzzle they sent me which has not been opened if they email me with a return label and free shipping. [redacted] ###-###-####