Specialty Merchandise Corporation

OK,
Here is a real story...This just happened to me...Seriously....
1. On Sunday, Feb. 8th, I ordered a membership kit from Specialty Merchandise Corporation, or SMC. They are the guys on late night TV with Tom Bosley as the spokesperson.
2. On Saturday, Feb. 14th, I received my kit, I read it over for hours and I liked the entire opportunity. As someone who owns multiple websites and had no intention of selling via an order form, I immediately ordered a complete ecommerce website from their affiliate emerchantclub.com. I was surprised that they were still available at 7:30pm EST but was told by the salesperson that they close at 8:00pm. I paid $3595. I was told that a tech would contact me in 3-5 business days so that I can choose the website layout, the colors, and the homepage layout and product groupings. Later that night, I started googling the company, and I was very sad. Horror stories being told one after the other concerning SMC.
Here is one website that just kills them.
3. On Sunday, Feb. 15th, I called their customer service number to cancel the order and got a recording that they were closed.
4. On Monday, Presidents Day, Feb. 16th, I called their customer number and again got a number that they were closed. I then faxed them a cancellation, which, somewhat surprisingly went through.
5. On Tuesday, Feb. 17th, I called and the person at the other end told me all the information that needs to be on the cancellation form. I faxed another one.
6. On Wednesday, Feb. 18th, I received the following email from emerchantclub.com:
Dear ALFRED,
Your attempt to communicate your concerns with eMerchantClub is appreciated. Your case will be reviewed carefully to look at all aspects of your situation. Please allow up to 30 days for a completed review.If your case falls within the parameters for which refunds are processed, you will be awarded a refund in the form of either payment or SMC Special Merchandise credit, depending on the factors that dictate your case. If the factors for your case fall outside of the parameters in which refunds are processed, you will be notified as to the reason and the case will be closed as a decline. Please forward any new information that you feel will help us evaluate your refund request at this time. We are here to assist you. All decisions regarding refunds are final, and follow the eMC Standard Membership Rules, as issued on our website and on every individual website that we build.Do not hesitate to continue to contact our technical support for assistance on all matters as we work to resolve this issue for you. Sincerely,
Customer Support
eMerchantClub LLC
996 Flower Glen Street
Simi Valley, CA 93065
(877) 384-4691 Phone
(888) 201-2680 Fax
7. On Wednesday, Feb 17th, I followed that email with my own:
To Whom it May Concern,
That is an unacceptable timeframe for "review."I would like this issue resolved by end of day. Tomorrow the charge will be posted by my bank and I will put in a chargeback. Failure to get a return on my funds via the bank and I will hire an attorney to resolve it. All attorney costs will be added to my claim.
I know you have heard it all before,but I do wish to let you know that I have no intention of waiting a month to take action.It is a no brainer case, the charge occurred at close of business Saturday, 2/14.On Presidents Day, Monday, 2/17, you received a notice of cancellation.SMC credit is impossible since they too have received a notice of cancellation and the membership kit has been returned.
Thank You for your time,
Al Oharra
8. On Friday morning, Feb 19th, I notified ecommerce that I have provided a running history of this issue on this PR4 blog and that I intended to ensure that all viewers were kept completely up to date as to how this issue would be handled by ecommerce and SMC.
9. On Friday afternoon, Feb 19th, I was notified that ecommerce had reviewed my case and was providing me a full refund- Which occurred the next week.
10. My advice to all having problems with ecommerce or SMC....
Threatening attorneys does not work. Threatening to advertise and publicise the issue works quite well.