Placed an order on their Web site for $179.90 on 03/13/2011 using a promotion code for free shipping for any order $99+. The code was accepted, and the order confirmation e-mail showed $0.00 for shipping. However, the shipping notification e-mail I received two days later included a new charge for $22.95 for shipping. My e-mail request for a refund was rejected simply as "this shipping code was expired". A subsequent phone call yielded the same response, and an explanation that their Web site "just takes orders" and was not connected to their order processing system. (That, to me, is their problem, not mine.) The cust service rep said there wasn't anything she could do but, upon my insistence, offered to have my request reviewed and call me back with the final outcome. That was 24 hours ago and no calls yet. In the meantime, I received another e-mail from them re-stating that "as the code has expired, the postage will not [be] refunded." I do a lot of Web shopping and haven't had anything like this happen before. Very disappointed. At the minimum, they should have contacted me before adding the $22.95 fee. (I double-checked their Web site and didn't find any stated policy that'd allow them to modify an order on their own.)

Ordered freshly cut Xmas tree to be delivered 12/7 to 12/13/2009. Shipped 12/9 from NC and provided tracking number. E-mailed 5 separate customer reps and spoke with 3 others. The tracking number was wrong. Customer service told me (1) vendors don't provide tracking numbers; (2) don't know where this came from on our website; (3) despite all it will be there by 12/13 (Sunday) when UPS doesn't deliver on Sunday so call us afte 8pm on Sunday; (4) it is the right number and you should call UPS (I did and they told me the number does not exist); etc., etc. Finally talked to a supervisor on Saturday and she discovered the number was input wrong and the tree would not arrive n time. Rebated shipping charge...smasll consolation for a handicapped child who knew it would be there for tree trimming on Sunday...a totally incompetent customer service department which simply doesn't care. Would NEVER do business with this high end online retailer.