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Thread: No response about online order

  1. #1
    Super Member natalieg's Avatar
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    I have a problem and am unsure how to deal with it. I saw a link on here for a shop that was closing its doors. Like a lot of others do, I usually run for these and pick up those fabrics that I have been waiting on for so long at deeply discounted prices.

    I placed an order with this company and got a confirmation email within a short time. The email showed my items as beign available and stated that orders are usually sent out 24-48 hours after being placed. In all my online purchases, I have found that if a store is going out of business, it will sometimes take an extra couple of days for the shipments to leave there. They stated that I would receive an email once it ships containing tracking information.

    I placed the order on Jan 5th, they charged my debit card and sent the email and I have heard nothing since. I call every day, several times a day, have emailed numerous times to the email addy in their email listed as customer service and used the "contact us" form on their site. I have a phone number for customer service in their email and the one on the site and have googled it several times. I call all the numbers I can find (only one has a VM, the other just rings nonstop) and leave a msg every day since I started getting worried (about on the 10th).

    I have no other ideas of what to do about it. UPS (how it is supposed to be shipped) can't help me without tracking numbers. I have never heard of a fabric store charging until the order is ready to go out the door. At first I was thinking I was beign a little overboard, but I figure if I leave one vm a day and send one msg a day, that isn't too overwhelming if they are just behind. But, the thing that gets me is I have no idea what is going on. The last vm and msg, I told them that it looks like they just took me for my money.

    Who can I contact-BBB-chamber of commerce????

  2. #2
    Super Member lovingmama's Avatar
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    I'm sorry for your trouble, I would be concerned by now too.

    Try the BBB, shouldn't they be able to help you out, may be they can give you info on what to do next.

  3. #3
    Super Member luvTooQuilt's Avatar
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    call your credit card company.. They may be able to refund your monies..

    I use American Express for any online purchases for just that reason alone. One call to AmexEX and they will reverse charges..

  4. #4
    Power Poster nativetexan's Avatar
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    if necessary you can dispute the order on your credit card.

  5. #5
    Super Member Deborah12687's Avatar
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    I had some issues like this before and I put up a dispute with the BBB and won. You should put up a dispute and make sure you put all details of the dispute dates, cost, company etc.

  6. #6
    Senior Member RUSewing's Avatar
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    IMO, it sounds like you've tried repeatedly to contact them and now it's time for the BBB to take over. It's too bad that one "bad apple" can sour one's opinion of online ordering.

  7. #7
    Senior Member Jenni M's Avatar
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    Sad, but true there are alot of crooks out there. Let's just hope they are behind schedule.

  8. #8
    Power Poster sueisallaboutquilts's Avatar
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    Quote Originally Posted by nativetexan
    if necessary you can dispute the order on your credit card.
    That's what I would do. I can understand an influx of orders taking awhile to ship but the messages and phone calls concern me.

  9. #9
    Super Member amandasgramma's Avatar
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    Kinda explains why they're going out of business, doesn't it. Customer service is the MOST important aspect of a business. Sorry you're having this problem..........DO contact your credit card company........

  10. #10
    Senior Member Hosta's Avatar
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    I had a dispute one time and I tried using BBB after one email to the company they said the dispute was settled when in fact it hadn't so I will never trust them to do anything for me. Contact the consumer dept of your Att. General's office

  11. #11
    Super Member Marlys's Avatar
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    I noticed that you put it on your debit card. That is why I never use my debit card online. With a credit card you can dispute it and get the charge reversed. You cannot do that with a debit card - it comes straight out of your account.
    I would definitely contact BBB. Good luck and keep us posted on what happens!

  12. #12
    Super Member Airwick156's Avatar
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    I am so sorry that this happened to you. I also had this problem but not with a fabric store. My father in law used to put planes, animals, bridges etc together that are made from balsa wood. He used to buy kits for them. We had to buy them online. Anyways, the first order Dad spent just over $100. He was all excited. Immediately his debit card was charged. The company sent me an email confirming that they had sent the package out and gave me a tracking number. Three months later, still no package. I emailed the company took about another month to get a reply email saying that they had sent it out and they don't know what happened to it and they wont replace it unless we pay the shipping and handling again and they would send us out another order. HECK NO we are not paying that. Anyways it was within a week that we conviently "received" the missing package. So all turned out well.
    Then about Halloween, dad and I sat down and put in another order for the same company. I had my doubts because their customer service was horrible the first time, but Dad wanted to make this order because he really enjoyed making them.
    So we put in another order this time dad spends over $300. We submitted the order on line and again immediately his debit card was charged. We figure that since they debited his bank account that they received the order and was getting it ready to send out. Dads 75 years old and this is his hobby putting these things together and he doesn't have alot of money. So we wait the 4-6 weeks for the order to arrive. That came and passed, infact several times the time came and passed with no package. So I get on their website to get their contact information. I first sent an email explaining that they had taken the funds out to pay for the order that was placed on October 19, 2009 and it was now March 5, 2010 and we have not recieved the order and I gave them the tracking number. It was to be delivered by the post office. Anyways I got no response. I emailed them daily. I got fed up, and started calling them....ALWAYS ALWAYS would get a Voicemail IF I WAS LUCKY, or instead of a voice mail I would get a message saying that the person I am trying to reach's voicemail box is full. So I kept up and kept up and email and emailed with no response. So finally I was SOOOOOOOO Mad, that I sent them an email telling them that they had until 9:00 am Monday morning to respond to my repeated phone calls or I was contacting a lawyer. They contacted me get this 5 minutes before 9 that morning. And then they gave me this big old story. And then once again, told me that it had shipped. I flat out told the man he was a BIG FAT LIAR, and I am contacting my lawyer as soon as we get off the phone and I had given him a random lawyers name out of my phone book. In just a matter of days, again Convienently dad received his package. We never did order from them again.
    So I wish you luck. Email them call them repeately. And if you don't get a response, I would contact your bank and have the money put back, my bank has done that for me before. And then contact Better Business Bureau.

  13. #13
    Senior Member pheasantduster's Avatar
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    I would contact your Attorney General's office, Consumer Rights and file a complaint and also contact the Attorney General's office in the state where this company is located. Unfortunately using your Debit Card does not give you immediate recourse as it is like sending cash. Keep records of all calls, e-mails, correspondence. If company is in your state you may threaten to take them to Small Claims Court. Of course, if they are already out of business, they may not care. Sorry for your experience.

  14. #14
    Senior Member quiltstodo's Avatar
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    What part of the country was it coming from? I just placed an order online and usually get the order in about 10days from when they charge me. This time because of weather it took over 2 weeks. Call your bank and see if you can dispute it even though it was a debit purchase. What company was it? maybe someone here has dealt with them and can give you better information.

  15. #15
    Super Member Deborah12687's Avatar
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    When I purchase anything online I go thru PayPal. I never give my debit or credit card to anyone directly.

  16. #16
    QKO
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    The store's lack of response may be indicative of the poor customer service that probably caused them to go out of business in the first place.

    If they charged your card, they should have shipped the order. Stores with good customer service will ship, then charge your card, then give you a tracking number.

    It might be still in transit, or weather delayed in transit if the order was shipped via parcel post or UPS ground. It's been only about 2 weeks, I'd give it another week before you start panicking. If it still doesn't arrive in a week or so, there's plenty of time to start disputing the card charge, etc.

  17. #17
    QKO
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    Quote Originally Posted by Deborah12687
    When I purchase anything online I go thru PayPal. I never give my debit or credit card to anyone directly.
    Most online store carts use merchant services accounts that hide all the financial details, like card numbers, from the merchant.

    On most shopping sites, unless you call the merchant and physically give them the card number and details, they never see those details.

    Here's how to tell if the store has access to your financial info; If a store offers to save your cc number, etc in an account file, they usually do have access to your card info. I personally would stay away from stores that do this. I prefer to enter my card info each time. If you use Paypal for your orders, you are saving your financial information on Paypal. (Not that that's a bad thing, Paypal is at least as trustworthy as your bank is.) Some stores, like Amazon and others will save your financial information on their computers and employees there will have access to it. It's up to you whether to trust these stores with your cc information.

    If a store doesn't offer to save your cc info, they most likely will never see that info and won't have access to it at any time, if you order online and don't call and give them info.

    If a store uses a system where you place an order and then they have someone call you and get your card number, or if they only take phone orders and don't have secure online ordering, or if they encourage you to send your cc information via email, I'd stay away from that store, because they probably don't have appropriate financial protection in place.

    On a lot of stores though, like ours, if you establish an account, you'll save only your address information or other shipping info, wish lists, etc, to make it easier to order and track your orders.

    We don't save, nor do we want to be responsible for any financial info. If you choose to order via phone, and we take your CC over the phone, like any well-run careful store we put that info immediately into our merchant services computer system, at which point we no longer have access to it. Any handwritten notes taken during order processing are immediately shredded.

    If you order using a credit or debit card at stores that don't save your financial information, that information is passed through the merchant services computer directly along to your banking institution and is only maintained in the merchant services computers long enough to service and close the transaction. The merchant (like us) never sees the financial info.

    And that's the way we like it... :mrgreen:

  18. #18
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    Quote Originally Posted by amandasgramma
    Kinda explains why they're going out of business, doesn't it. Customer service is the MOST important aspect of a business. Sorry you're having this problem..........DO contact your credit card company........
    not really,, they might already be in the hosp for their cancer treatment and can not go the shop to answer the phone.

    IF they sent an email saying it was shipped, there should be a tracking# have you checked that?

    Call the CC co and reverse charges..but remember, our postal service is NOT the greatest..even with tracking#'s things go missing...trust me, I ship out 30+ orders a day! At least once a month an order disappears when it hits the sorting station in OKcity!

  19. #19
    Power Poster dreamer2009's Avatar
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    Quote Originally Posted by natalieg
    I have a problem and am unsure how to deal with it. I saw a link on here for a shop that was closing its doors. Like a lot of others do, I usually run for these and pick up those fabrics that I have been waiting on for so long at deeply discounted prices.

    I placed an order with this company and got a confirmation email within a short time. The email showed my items as beign available and stated that orders are usually sent out 24-48 hours after being placed. In all my online purchases, I have found that if a store is going out of business, it will sometimes take an extra couple of days for the shipments to leave there. They stated that I would receive an email once it ships containing tracking information.

    I placed the order on Jan 5th, they charged my debit card and sent the email and I have heard nothing since. I call every day, several times a day, have emailed numerous times to the email addy in their email listed as customer service and used the "contact us" form on their site. I have a phone number for customer service in their email and the one on the site and have googled it several times. I call all the numbers I can find (only one has a VM, the other just rings nonstop) and leave a msg every day since I started getting worried (about on the 10th).

    I have no other ideas of what to do about it. UPS (how it is supposed to be shipped) can't help me without tracking numbers. I have never heard of a fabric store charging until the order is ready to go out the door. At first I was thinking I was beign a little overboard, but I figure if I leave one vm a day and send one msg a day, that isn't too overwhelming if they are just behind. But, the thing that gets me is I have no idea what is going on. The last vm and msg, I told them that it looks like they just took me for my money.

    Who can I contact-BBB-chamber of commerce????
    what was the name of the company ??

  20. #20
    Super Member natalieg's Avatar
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    They haven't sent out the email stating it was sent. If they would have sent me a tracking number I would have something to check, but don't. They have only sent the intial confiramtion email stating that the order was received and will be sent out int he next 24-48 hours with a tracking number through UPS. That's what is worrying me. I haven't heard from them since, except to see that they have taken the money out of my bank account.

    Quote Originally Posted by jaciqltznok
    Quote Originally Posted by amandasgramma
    Kinda explains why they're going out of business, doesn't it. Customer service is the MOST important aspect of a business. Sorry you're having this problem..........DO contact your credit card company........
    not really,, they might already be in the hosp for their cancer treatment and can not go the shop to answer the phone.

    IF they sent an email saying it was shipped, there should be a tracking# have you checked that?

    Call the CC co and reverse charges..but remember, our postal service is NOT the greatest..even with tracking#'s things go missing...trust me, I ship out 30+ orders a day! At least once a month an order disappears when it hits the sorting station in OKcity!

  21. #21
    Super Member sewingsuz's Avatar
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    You can dispute a chg to you debit card. I had to recently. I think I had to go in the bank and sign something and it seems to me it was $10.00 or maybe free. Do this cause it sounds like they are sending nothing and taking your money. I would do it right away so the account they have to charge back to is not closed. Your bank will help you. It is better to use a credit card because the dispute is easier. I hope you get the money back into your acct.

  22. #22
    Senior Member DebbyT's Avatar
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    I made a purchase before Christmas and just got it in the mail today. I was charged on my credit card by New Years. There was an adjustment made adding 3.00 to the total. You can bet I am watching to be sure I am not double charged. -- Also I noticed several months back when making payment on pay-pal, that when I paid by credit card, it was suggested I use a debit card. I found this odd but still opted to use the credit card.

  23. #23
    Super Member sewingsuz's Avatar
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    you can disput with debit card through your bank. I had to do this recently.

  24. #24
    Super Member twixbar's Avatar
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    Contact both.

  25. #25
    Power Poster BellaBoo's Avatar
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    Post the name and location, someone here may be close to the address/know the site or even know how to contact the owner. Never be hesitant to name names for good or bad customer service.

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