Thumbs down to the Fosdick Fulfillment Corporation who handles the mail order fulfillment and customer service for Patch Perfect Grass Seed, among many other products.
Monday night, dad went online to order some "Patch Perfect Grass Seed" as advertised on television. It was advertised at a cost of $27.50 with the option to order double for the same price which dad took as a buy one get one free. He figured if he ordered three he would receive six. When he completed entering his order, the total number of items that came up were three with only one free. Their site states that the buy one get one free is actually a "double" bag to save on containers but it may not have been clear. The first problem was that no total $$ ever showed up on the order. Dad immediately called the company to find out the total $$ and they told him it was $80.00. He didn't want $80 worth, only $19.95. Well dad told them he wanted to cancel the order (remember he had just placed it minutes earlier). The operator "Brittany" told him that she could not cancel the order, that it takes 72 hours because the order isn't in the system yet.
He calls them again Tuesday and again they tell him it hasn't been placed in the system yet, but to call back Wednesday. He calls back Wednesday because when he checked his checking account (used a debit card!) they had already taken the $80 out of his account. He called them immediately and asked for a supervisor. The girl on the phone told him that the supervisors were busy, she refused to let him talk to one. Dad told them he wanted his money back and to cancel the shipment and the girl told him that she couldn't stop the shipment because it was already at the warehouse. She said that his money would be refunded by 5 pm Wednesday night and that he would have to refuse the shipment when it arrived (the shipment of course that hasn't been shipped and she can't cancel and avoid having to refuse in the first place).
Today dad checks and still he has no refund. He calls and talks to Brittany and she tells him that he has to wait 2-3 days for his money., of course it didn't take them long to deduct the money from his account for the order that never shipped. In the meantime, his order hasn't shipped yet, she still insists they can't cancel the order that hasn't been shipped, and she still won't let him talk to a supervisor. He and I were talking about it today and I decided to call them. Not because I don't think dad did a thorough job trying to solve the problem, but because I love giving shit to customer no service assholes.
So I call the company and ask Brittany, who answers the phone, if I can speak with a supervisor. She tells me that first she must solve the problem for me. I tell her that if the problem had been solved already I wouldn't need a supervisor. I talk to her about dad's order and she tells me that she can't go over to the warehouse and cancel the order. I said "you mean to tell me you have NO method of tracking orders in your system?" I ask "what kind of company can't communicate with their warehouse and cancel an order before it ships?" She said she had told my dad that she would refund the cost of the item minus shipping and handling "in good faith" and that once he receives the item he needs to write "Refused" on it and "Return to Sender" and when they receive it back (weeks later no doubt because it's being sent via USPS), then he'll get his refund on the shipping and handling.
Now, why should he even have to go through that? The order still hasn't shipped yet, why are they going to go through the time and labor of shipping the damn thing if he doesn't even want it in the first place?
Well, when dad called back this evening, they wouldn't let him talk to anyone and told him he needed to fax a copy of his bank statement to prove they'd deducted the amount. He blacked out all the important stuff and proceeded to fax it to a number that didn't function.
I've got the consumer complaint form from the Connecticut Attorney General's website and believe you me, a complaint will be filed. This is not how you run a business, this is not how you treat customers!!!
If you have had problems with your order, contact:
Fosdick Fullfillment Corporation
William J. Pappas, President & CEO
26 Barnes Industrial Road North
Wallingford, CT 06492
800-759-5558 (general sales)
George Fanolis, Vice President for New Business Development, 203-679-3228
Kelly Gannon, Managing Director - 203-679-3243