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Review 10/27/2011
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I ordered the Ashley North Shore Queen Sleigh Bed from Furniture Blue using a link from the Bill Me Later store directory on 10/25/11 at 3:46 pm (EST). After placing this order, I searched for information about the company, and was truly shocked and grealy concerned to see the considerable number of very bad reviews this company has on the internet. I reviewed Furniture Blue’s Cancellation Policy found on their website which states:
ORDER CANCELLATION POLICY
Orders may ONLY be cancelled by completing an Order Cancellation Form, or by sending an email to cancellations@furnitureblue.com with "Order Cancellation" in the subject line. You must include your name, purchase order number and reason for the order cancellation.
Orders cancelled within 48-hours of order date will receive a full refund without penalty. For orders cancelled after 48-hours from order date and FurnitureBlue is able to cancel the order with the manufacturer, FurnitureBlue will refund your entire payment.. If FurnitureBlue is unable to cancel the order with the manufacturer, your refund will be for the amount of your purchase less a 15% restocking fee. If your order has already been shipped, we will also deduct the return shipping charges from your refund. Per our policy, a refund is processed 14 business days after the order is cancelled with the manufactuer. (Copied and pasted directly from company’s website.)
I sent the required cancellation email on 10/25/11 at 4:07 pm (EST) – 21 minutes after placing the order. No response received from merchant. (All subsequent emails or notices I have sent regarding this case have been followed up almost immediately with a confirmation of receipt email.) Called merchant at 4:18 pm (EST) to confirm receipt of cancellation request. Talked to Christopher via their Customer Service line. He confirmed receipt and said that the “cancellation was in process, and a Manager or Supervisor will be contacting me.” Called Furniture Blue again on 10/26/11 at 11:08 am, and happened to get Christopher again. He stated that the order had been cancelled, but that I would be contacted by a Manager or Supervisor to complete it. I asked him why this was necessary and not just cancel the order. He told me “It is cancelled. A Manager or Supervisor will contact you shortly.”
I sent a notice through their Open and Recently Resolved Case page telling them “This order should be completely cancelled and not show pending. Bill Me Later has been notified that I have cancelled this order and have provided documentation to them.” This was sent on 10/26/11 at 3:59 pm (EST). This morning their system shows the order has been cancelled and “refund pending.” I then look on the Bill Me Later system and saw that they went on ahead and charged my account fraudulently even though they were notified almost immediately to cancel this order.
I have filed a dispute with Bill Me Later. Take my advice - review a company first before ordering. This company is a scam and should be put out of business. Read their reviews all over the internet!!!
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