I placed an order for some guitar mugs that are not too easy to find. I had purchased three before and waited for them to come into stock. I was able to order the rest of them but a few days later - today 4-10-09 - they cancelled my order stating they no longer carried the item.

I called for help to find out who else I could get them from, or if they are not using the supplier to tell me who that is so I might be able to find them. I got the complete runaround with a lame excuse that they were doing inventory when I placed my order and now that they are done they don't have the item and don't use the manufacturer. When I asked who made them, I got the next lame excuse that they had a contract and could not provide that information. When I asked why they could not forward my request to the manufacturer if they did not want to tell me, they said it was against their contract. So as I reasoned that if they don't use that company, and will no longer be carrying the item, why couldn't they help me - they just were silent.

They advised me to google the mugs - I had them do it with me to prove that the only company that comes up is theirs. I had to press for the number of their CEO and then I had to call for the # myself because they would not transfer me to them. Lame. Do not buy from this company at all.

The CEO...I got his answering machine. If you can help me, please do. [email protected]

This email explains the customer service problems I had with this company. Please forward it to your friends and relatives and add my email picturestudio AT sbcglobal.net and help AT catalogfavorites.com to show them that the Internet can provide a voice to those that feel some companies no longer provide valuable customer service. At this point I'm no longer upset with the product not being shipped, just the attitude each associate used!!

I placed an order on June 26th (Tuesday) and paid for a 2 day delivery. I checked the order status on June 28th (Thursday) and the order had not been processed from the warehouse nor had it been shipped. I placed a called to the company and asked about the status of the order, and was told the order was never processed and their is nothing they could do except ship the package to me on July 2nd (Monday). This didn't work because I placed the order to have a present to bring to a party on Saturday. What was I thinking that a company would actually deliver when I paid extra for 2-day delivery? (which by the way I did so that I had an extra day if it didn't show up) So I asked for a supervisor, in which the person I was talking to said she was. Getting no customer service I then asked for a manager and she transferred me, right to voice mail (customer service?). So I left a message and then called back to customer service. I asked to be transferred directly to a manager.
When the manager answered I asked for his name, he would only give me a 1st name and ext. number (customer service?). I said, I would like to have my order processed and someone personally drive it to FedEx in order to receive the package on Saturday. He advised me they would not do this. My response was, You would rather me send an email to friends and family explaining this situation and the terrible customer service? All he could say was sorry (with attitude), Did you want me to cancel the order? which I said Yes!!!!!!! I then asked this manager for the Corporate Headquarters Address, and he told me to look it up on the back of the catalog (customer service?). I then asked this manager to provide me an email stating that my order has been canceled, his reply Your credit card won't be charged! (customer service?). He finally said he would send me a cancellation letter (again attitude). I asked, Why do you offer a 2-day delivery at an extra cost and then not notify the
customer if their is a problem? His reply I'm sorry (again attitude). This manager then asked me if there was anything else he could help me with. I said no, he replied Well you have a great night sir (with attitude, customer service?).

So here are the problems: They never shipped the product and didn't give a reason.
I asked for a manager and was transferred to an answering machine.
I talked to a manager who wouldn't give me his full name.
When asked for the Corporate Headquarters Address, I was told to look it up.
When asked for a cancellation letter, Your credit card won't be charged?
They offer express shipping and never track to see if it is actually shipped.

Well thanks for reading the hassle I experience with this company. Please forward this letter, hopefully this letter will reach the CEO and they will eventually read it (I wonder if the CEO cares)!!!