I placed an order in June of 2010. Only part was ever shipped but I was billed for the whole amount. I was orginally told those items were on back order. Then in December, 2010, a supervisor called me to tell me that the items woulds ship, but as he was looking at the items, he realized that they would not. Thus began my talks with customer service. I have not used the automated return phone call. I just camp out on the phone until someone answers. I have spoken to Mona twice. She is pleasaant and apologizes when her phone disconnects me. Norma just asks that you not yell at her and that she is sincerely trying to help. Larry Proctor provides his last name and assures you that the refund is in the mail (for some reason an American Express charge cannot be directly refunded), but when I called over a month later, Mona informed me that nothing had been done on my account, but she had handled it and I would have a refund in 30 days. I am not holding my breath. Now that I have found this web page, I would recommend registering a complaint with the Federal Trade Commission so at least the internet scam this company is conducting can be shut down. Oh, and supervisor, "Taylor"? He must come in late, leave early and take a 3 hour lunch. If he hadn't called me, I would not have known he actually is a real person.