|So I called back last night and spoke with Mary. Gave her my order number and asked to cancel my order. She refused. She said that they got a policy today that there would be no cancellations per the requirements of "the client." I asked who the client was. She said "Rush."|
I asked her where on their website it shows us the policy of no cancellations. She said it was there. I said where? She said it is where you order. I said I don't see it. She gives me the website address -- of course I am already there. We walk through the website togather -- it isn't there. I try putting a CD in a cart and checking out -- it isn't there (althought I didn't hit the final button to purchase, but then it would be too late.) She then says that the no return policy was in the email confirmation I would have received when I ordered it. Again, I note that if the return policy is revealed only after purchase, then it is too late. Plus I then pull up my email confirmation and of course, there is no policy stated there.
She then tells me that if I don't want my order, I can mark the package -- unopened -- return to sender, and I'll be refunded for the CD, DVD, T-shirt. What about shipping, I ask? Not shipping. Only $62.98 of my $78.18 would be refunded. I confirm that my order hasn't shipped yet. I tell her it is ridiculous that I should be made to pay for shipping when I am telling her right now NOT TO SEND IT. She said too bad. She said have you ever heard of a pre-order that you could cancel? I said, I've never heard of ordering any merchandise that can't be cancelled before it is shipped. She said pre-orders are like concert tickets. I sd, no they are not. That is apples and oranges. Ordering a CD is like ordering a CD. She asks me again, have I ever heard of a preorder that can be cancelled? I said when I order FoaBP from newburycomics.com -- they didn't even charge me till they shipped. She said we're not newburycomics.com. I sd, well obviously, but you asked me about other preorders.
She sd again that they will not cancel. They've gotten lots of calls today. The policy they got TODAY is that there are no cancellations. I sd, if you got it today, then you were wasting my time (indeed LYING) when you said that it was on the website when I ordered it and in the confirmation email. She sd if they accept cancellations, they'll be in trouble with the client. They have a contract with them. I said, I am not a party to your contract, so that's musictoday's problem. And it is musictoday's problem that their anti-consumer policy of no cancellations is not advertised on the site, and you can't show me where it is. She insisted again that it was there -- I sd show me where -- she sd, I don't have time, that might take 10 minutes. I sd I have plenty of time, show me where it is. She sd I have other callers. I sd I don't care, show me. She sd preorders can't be cancelled because bands use them to know how much product to make. I sd, so what, show me the policy.
I then ask her where musictoday is located. She sd Virginia. I sd where in Virginia, she sd Charlottesville. I sd I've been to Charlottesville (which I have), and she is silent. I ask, does musictoday get sued a lot over its policies on preorders. She sd she doesn't know but she doesn't think so. I sd if you aren't going to refund my money on an order that hasn't even shipped yet, and since you can't show me a policy that allows you to do that, well then this is where this is headed. She sd, we have a contract with the band. I sd I'd like to see that contract. She sd I don't have it, I've never seen it. I sd, you can bet I'll be seeing it if I bring a suit on behalf of everybody burned on this preorder. She sd, this call is over, and she hung up.
I might file a complaint with the Attorney General's office in Virginia. And dispute it on my credit card -- let my bank fight it.