“Absolutely horrible buying experience! Ordered a planetarium for our son's Christmas gift; it was defective. Called the day after Christmas and was told to print a return shipping label and as soon as I had shipped it to call and a new one would be sent to us. Returned defective one on December 28th and called them the morning of the 29th to let them know; was told they could see that FedEx had my package and a replacement would be shipped to us.
Fast forward to January 11th and no package. Called back only to be told that there was no record of my call and of course our package hadn't been shipped because we hadn't called. Yes, they could see that the defective product had been returned, but they were completely unapologetic, as if it was my fault they hadn't bothered noting my call or actually shipping the package as we had been told they would on the 29th. After 2 different conversations with the person who answered the phone and her supervisor, I finally got them to agree that the new package should be sent 2-ay shipping at their expense to cover the long delay in mailing. I also asked for and was told that I would receive a confirmation e-mail and a tracking number as soon as it shipped.
Fast-forward to January 16th. No e-mails and no package. Called back. Told, "Oh, no, the package was shipped via UPS 2-day delivery. Here's your tracking number. I'm looking at the screen right now. It is due for delivery today." Only, when I went online to enter it, I wasn't given a real tracking number, and the package never arrived.
Called back this morning. Oh, yes, actually that wasn't the tracking number at all, the e-mails that should have been sent were to a wrong address, and no, the package didn't actually ship 2-day and isn't due for delivery to you until Friday.
Horrible customer service, lies to cover it, and my son still doesn't have a Christmas gift. We will NEVER use this company again. ”