We placed an order for a lamp on 11/18/2008 with UPS 2 Day Air. We hadn't received the item as of today 12/03/2008. I tried emailing a "sales rep" named Julie Newman who claimed she could help me with future orders. She however could not give me any info regarding where my lamp was. She suggested contacting the 800# for customer service. Everytime you call you get a recording that lasts for infinity, contantly given the option to leave a message. I left several. I finally tried their "Live Chat" online service. After connecting with an agent named Amber, I informed her of the situation and asked if she could help. She said "Ok, give me just a moment" and then never responded again for over an hour. I took the log of that converation and emailed it to Julie Newman asking for any assistance in resolving or canceling the order. I told her that we were considering disputing the charge with Visa to get a refund if necessary. She apparently forwarded that email to CarlyL who stated that the order was cancelled, but that "We will not set you up with a refund in our system because you state your boss will be filing a dispute on the charge. We will await said dispute. " I then received an email from "[email protected]" including an invoice looking document that was labeled "Cash Refund", and the payment method as "Check". At the bottom it states "We have received your cancellation request and your order has been processed for cancellation. We will await the dispute from your card company that you stated will be filed by your company. Thank you." At this point we have contacted our bank and legal council. Will advise if any resolution.