My 87 year old Mom ordered a small exerciser from Gold Violin. When assembling the device, the fit and finish of the product was extremely poor and so defective that the welds actually fell apart.
We repacked the product and have been trying to get a return label for a defective product for over a month.
On Jan 27, 2014 we contacted the company return department (spoke with Tracy) and were informed the label would be sent out and we should receive it with 4-8 days.
No label received for two weeks. (could just be a miscommunication?)
On Feb 12, 2014 we contacted the company again since no label was received (spoke with Tracy). They again promised to send out the label by mail but also to email a copy.
No label received for two weeks. (a pattern is beginning to develop)
On Feb 25, 2014 we contacted the company once again for a third request, (spoke with Alan) who also promised the label would be sent by mail and he would request an email copy to be sent.
No label received for two weeks. (there is a real pattern here!)
On Feb 28, 2014 we contacted the company again (spoke with Mindy) After explaining the situation, the call was disconnected while on hold.
On Feb 28, 2014 we contacted the company again (spoke with Rose) After explaining the situation, and asking to speak with a supervisor, she hung up the phone.
On Feb 28, 2014 we contacted the company once again (spoke with Sally). After explaining the issue once more and she transferred me to Chalbux. After explaining the issue to him and requesting the label to be sent, he said they cannot do that. I asked to speak with a supervisor, he said she wasn't available. He said he would have her call me, (but he didn't even have my number!), so I asked him how she was going to contact me, whereupon he realized that I knew he had no intention of following through.
At this point I have no confidence that a label is being issued or sent and that they have no commitment to their customers or their reputation.
After over 4 hours on the phone with 7 (supposed) customer service representatives, we still have no resolution, no return label and the worst experience with an online retailer ever in over 20 years.
So with the wonderful world of technology, we will post these facts for the entire world to see, automatically and perpetually every day.
Hopefully no one else will be subjected to this "Ha Ha, we have your money" attitude.
Monetary Loss: $8079.