I ordered from your site seeing you are a sponsor.....and the customer service I have received has been absolutely terrible!!!!
I ordered a Thule sidearm that had free shipping with the order, didn’t realize locks were not included so I went to place a second order the same day and noticed there was no free shipping. So just to see I added a Thule sidearm back to the order and confirmed I would’ve received free shipping on the two items if done as one order.
That same day I placed the first order I did a chat with support and told them the situation, she told me she couldn’t just add the lockss to the first order and I would have to make a second one. She told me to place the second order for the locks and then she would reimburse the shipping. So this is what I did. After placing the order she then tells me she couldn’t reimburse the shipping. Uhh what you just told me you would?!
I told her then I would just cancel both orders (Both are less than an hour old) then and place the orders together to get the free shipping for both itmes (Reminder I added both to my cart earlier to confirm I would get free shipping for both items when purchased together), magically she tells me she can then reimburse the shipping on the second order rather than cancel the two orders…Tells me 24 hours for a return….OK Perfect thank you…..3 days goes by, no return.
Spoke to support again, explained the situation, once again told no problem I would get the shipping reimbursed (Second time).
Later that day receive an email saying :”Unfortunately it could not be reimbursed but we will give you a 15 gift card”…..Great try and force me to buy more from the site and spend more money without reimbursing you.. I send back an email with the information of the situation again (Reminding them I have the chat from the original support tech who told me NOT to cancel the orders as they would just reimburse the shipping.) And once again told I would get reimbursed (Third time)….
Two days goes by and I get just $4 of my shipping reimbursed after being told 3 times I would get the full refund. Contact support AGAIN and I was told that was the best they could do but would also give me a 10 gift card….(10 dollar gift card plus 4 reimbursed is lower than my original 15 gift card I was offered, what is this lets make a deal?)
This is absolutely unacceptable. The service has been absolutely terrible, been lied to numerous times now. We wouldn’t even be in this situation if the support rep didn’t tell me to go this route.
At this point I think I deserve a gift card and the rest of my refund! Can you smack your customer service around and get this resolved?!?!?!