I placed an order with Catalog Favorites for an item that was to be personalized for as birthday gift. I ordered it in early September because the birthday was September 30th. They charged me for the item and sent it to me without the personalization. I returned the item along with a note requesting the personalization be expedited due to the error as I needed to mail this gift to Florida from Massachusetts. I also included a copy of the postage to be reimbursed to me. On September 30th I received an e-mail from them stating that they were shipping the item to me. That same day I noticed that I had been recharged for that item and no postage was credited back. I called them regarding this charge. I also asked them why they had not reimbursed my postage. They had no record of the postage receipt I had sent in. I asked them why they do not scan or save the correspondence sent in to reference back to (shabby job). She told me that is not their policy they just through it out (nice). She advised me that a refund for the charge was put through today. She said it was the company's policy to refund the item and then recharge it. I told her I could not understand that since it only required personalization not new item. Since she did not have the postage receipt and I was not going to spend hours looking for my copy she took my word for it and credited me back $6.90. Those credits go through fine but now it is October 8th and I still do not have the item for the Sept 30th birthday. I call the company again and this time speak with Tina. She tells me the item is still in the warehouse. So I ask her if I am going to get this item this year or next. She hears my whole story and my frustration and then looks into the matter for me. She comes back and informs me that the item is still in the warehouse. I am appalled and very upset. She advises me that due to the mishandling of the order she would refund the original postage for me. I thanked her for taking ownership of the problem and was very grateful. I received the refund for the original postage and the order was finally sent FED EX but I was recharged $21.20 for the item. So there I was again having to call back to the company about the recharge. This time I decided not to speak with anyone other than a supervisor. I was connected to Dana who identified herself as a supervisor when asked. She would not give me her last name. She said it was company policy. I was very heated and upset and explained to her that I was recharged for this item. She kept going back to the fact that a refund was put through on Sept 30th. She could not grasp the fact that I was charged three times for the same item but credited back only once. I told her I did not want to dicuss this any further and wanted my $21.20 credit to be put through immediately. She hung up on me. I was so exasperatd over this whole ordeal I called back to get the name of the owner, president or CEO of the company. The person I requested the info on put me on hold and I am writing this message while on hold. It has now been 50 minutes and she has not come back to me with the info. This is the very first order I have placed with this company and I can assure you it will be my last. I will spread the word to everyone In know. With the internet this info can reach millions. This is not the kind of word of mouth advertisement a company should be looking for. They have a huge, huge customer service problem. When I mentioned this to Dana the supervisor she just said "oh, that's nice". So much for constructive criticism.