Complain about a product or service

ChristmasDepot.com

Linda of Gorton Long Point CT writes (11/28/01):
Ordered a collectable display case from them on 01/30/01. It arrived damaged. Advised them of this and they issued a return authorization (RA) form on 02/12/01. Filled it out and sent damaged merchandise back to them.

Received email on 03/07/01 from "Elf 21" acknowledging receipt of damaged merchandise. Tony or "Elf 21" asked how I'd like it handled: a) ship a replacement or b) issue a credit for the damaged merchandise. I responded that I wanted a refund which we never received.

I have the original email from the "elf". Both my husband and I have called several times. We've documented some of these calls: 02/6/01, Emily; 02/9/01, Rena who said she resubmitted the claim; 07/18/01, Jenny who totally screwed things up by issuing another return authorization (which I never received) and which was useless as I already returned the merchandise with the RA received on 02/12/01 and had already received an acknowledgement from Christmas Depot that they had received the damaged collectible display case.

Yesterday, I found an email from "Rudolf" at christmasdepot.com that the RA they sent me on 07/18/01 has expired. Frustrated as anything, I called Christmas Depot this morninig and explained all of the above to Cindy or Mindy (I couldn't get the name). She said I'd have to call back later in the day as the system was down and she couldn't access it and thought it would be up by around 1 or 2 p.m. I called back at about 2:00 p.m. Same person said she talked with someone in shipping and they can't issue the refund as they never received the merchandise.

Well, if they're going by the 07/18/01 RA, then of course they never received it because the item was returned with the 02/12/01 RA. I explained this to her again and told her again that I had a letter from them acknowledging that they received the damaged collectible display case. She says I have to wait for "shipping to contact me". At this point, I just think they are giving me a hard time. Is there anything you can do to help before I tear my hair out.

Linda should send a certified, return-receipt-requested letter explaining everything, just as she has done above. She should state, politely but firmly, that unless she receives the refund within 30 days that she will file complaints with the Federal Trade Commission and the New Jersey Attorney General.

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