CollectionsEtc.com Customer Service Issues

I discovered an additional charge of $48.95 on my account on 7/6 for a new order. Upon reviewing, it was found that $31.77 was paid on 6/25/20, but the remaining $17.18 charge was unclear. After spending time resolving it over the phone, the call was disconnected. I realized the $17.18 charge may be for a backordered item. As a long-time loyal customer, I've never encountered such issues before. Today's bank statement did not show a credit for the $31.77 already paid. Thank you. E.S.

I experienced difficulty placing an order online, so I reached out to customer service by phone. I verbally shared my order of 8 items with a representative, who was challenging to understand. Unfortunately, I did not receive an order number or a confirmation from her. Consequently, I am without these essential details. My name is Virginia S. and my email is [redacted] I kindly request assistance in resolving the uncertainty surrounding this order promptly. Thank you.

On June 12th, I placed an order for foam bra inserts, screen repair tape, and a gel cushion for my car, sending a check for $43.91 (#[redacted]). Unfortunately, only the cushion is available. Courtney contacted me on July 1st to confirm my address, but the information was rushed, and I couldn't grasp the callback number. After contacting NJ for tracking details and a phone number, I was informed the package was returned. Following up on July 9th, I clarified my address, and was then notified the package was sent back to NJ. Calling the NJ number, I was informed the package was shipped on July 11th but got rerouted to LaGrange, ILL. Kindly issue a refund or send another cushion without additional charges. Also, please exclude me from your mailing list. Thank you for prompt attention to this matter. Sister A.T. Roncallo

On June 13th, I placed an order for two products over the phone. Unfortunately, on June 27th, I received a notification that my American Express credit card payment was not successful. I promptly contacted customer service and spoke with a representative, possibly of Indian descent, about the issue. Surprisingly, I had received two catalogs, one at my home address and one at my P.O. Box. My order was made from the catalog sent to the P.O. Box, where my name was misspelled in the collections section. The representative corrected the spelling error and successfully processed the payment using my AmEx card. Despite this, I am yet to receive the products I ordered. I am concerned about the delay and would appreciate an update on the status of my order. The customer number on the catalog is [redacted].

My mother placed an order in July but forgot to include the tax. When I called to inquire about the order, the customer service representative informed me that the check was cashed but there was still a balance due. I was surprised because my mother was not informed about the balance until then, and the representative mentioned a letter was sent out just the day before. She claimed they had only received the order recently, even though it was sent in early July. The curtains my mother ordered cost $21.99 per pair, and her check was for $69.92. We were told she now owes $5.59. When I asked about paying the balance with my card, the representative abruptly ended the call after stating they were finished. I have been a loyal customer of your company for years, as have other family members, and have never experienced such disrespectful treatment. Thank you, Cheryl G.

I placed an order on August 2, [redacted], with order number #[redacted]1 for several items. I received all items except for the Tie Dye Dress, which was replaced with a 38C bra. After speaking with Nora on Aug. 24, I returned the bra to Goodwill as instructed and was promised a replacement. Unfortunately, my credit card was fraudulently used, leading to a cancellation and a new card being issued. An email from the credit department mentioned an issue with my account. Despite providing my new credit card number, the replacement order was not processed correctly and I was mistakenly charged multiple times for the dress I never received. Each time I contacted Customer Service, I encountered difficulties with providing my credit card information over the phone. Despite reassurances of a zero balance, ongoing charges appeared on my credit card statement. Subsequent attempts to resolve the issue with multiple Customer Service representatives have not yielded any resolution, leading to frustration and confusion.

I am extremely upset. I placed order # [redacted]3 for a tiered denim skirt that was on backorder. I canceled the order, but it still arrived. To avoid paying return shipping, I washed it. Unfortunately, the skirt fell apart at the seam and the embroidered part is loose. I can do some sewing, but I shouldn't have to repair a $29.99 item after following washing instructions. Despite the issue, I love the skirt. I contacted customer service, and they provided a return label, stating that the return fee would be deducted from my refund. I emphasized that this did not align with the customer satisfaction guarantee. The representative assured me I would receive a refund, but it has been a week, and I have not seen any updates via mail, email, or my account. Additionally, I was informed that another back-ordered item, the rolling organizer, would be shipped on 10/2, but there is no confirmation yet. I left my number for a call back but haven't received any response. This situation is disappointing, especially since I have been a long-time customer.

I relied on a friend to place an order for me since I lack access to a phone or computer. The order was completed by mail, with a $49.99 check enclosed. The catalog indicated free shipping, yet I have now been informed of an additional $9.99 shipping charge along with a $7.43 handling fee. The total amount should have been $56.42 without the unexpected shipping cost. I am prepared to send another check for the handling fee. I feel the promised free shipping from your catalog was not properly upheld in the advertisement. My friend will handle reaching out to you with my order and customer details via the provided email. Please let us know if we can proceed with this resolution. Thank you for addressing this matter. - M. & A. Delagrange

On October 11, [redacted], I placed an order with this company and have been struggling to receive clear information about it. Initially, I was informed that part of my order was on back order, expected to arrive before the in-stock items, which was confusing. Despite several calls, tracking the order only yielded erratic activity and a FedEx tracking number without any package sent. Suddenly, all updates ceased without explanation. Although I was told the order would arrive on November 3rd after tracking it myself, the latest update stated it reached Northboro, MA, yesterday evening, but I am yet to receive the package. Adding insult to injury, I received a magazine indicating it would be my last unless I contacted them, despite my numerous attempts to communicate. The order includes items #[redacted] x2, #[redacted] x1, and #[redacted] x1, priced at $14.99 each. It appears that item #[redacted] is back ordered. I hope for a resolution and restoration of trust in this company. Thank you, Cynthia S. from Somerset, MA. The order number provided, [redacted], seems to be incorrect.

I placed an order on 9/30/[redacted] with order number [redacted]6. In early October, I received a partial order, but one item marked as shipped was missing from the box. After reporting the issue to customer service, I spoke with a representative named Paula who assured me the missing item would be shipped. Unfortunately, I have yet to receive it and have been unable to reach a customer service representative by phone. The missing item is the Pedifex Professional Stainless Steel Nail Clipper, priced at $39.99 with catalog number [redacted]. I am looking for information on its shipment status and expected arrival time. Additionally, the backordered items (item numbers [redacted] and [redacted]) were expected to ship on 10/30/[redacted]. I would appreciate any assistance in tracking down these items.

Order number [redacted]3 was placed on November 2, [redacted] at 7:29 PM. I am seeking to cancel item #[redacted] - Christmas Tree Nativity. My shipping and billing address is [redacted] Old Indian Road, Milton, NY [redacted]. I have encountered difficulties contacting customer service at 1-[redacted] due to high call volumes. Despite multiple attempts and leaving my contact information, I was unable to reach a representative until after 11:30 PM. The agent I spoke with was unhelpful and insisted the order had already been processed. I insist on canceling the item within 24 hours as per the website's instructions. The representative mentioned I could return it, but I declined as it hasn't been shipped yet. I am dissatisfied with the customer service and the policy of deducting shipping charges from refunds in this situation. Please address this promptly. - Karen L. Mosca, Email: [redacted], Phone: [redacted].

I have a merchandise certificate and a Savings Center certificate I wanted to apply to my order. I also have the promo code for today. I have called your customer service number and talked to 3 different people. The chat was disconnected when I was speaking to CY. I have been trying repeatedly to find where to input the promo codes for the certificates but have only encountered more questions without any answers. I attempted to place the order online but am unsure where to enter the codes to receive the discounts. The online system is also showing issues with the computers. I called for help and answers. Furthermore, I am unable to input my card expiration date online. I have spent a significant amount of time on the phone today trying to resolve these issues. After multiple transfers to Customer Service, I ended up speaking with the same people again. I am frustrated with the situation and may refrain from ordering again until all owed discounts are applied. It has been challenging to receive proper assistance.

Order Number: [redacted]1; Date of Order: 10/17/[redacted]; Customer Number: [redacted]1. I did not receive the "33[redacted]BRWN" extra wide extra-long runner out of the five items I ordered. Additionally, I have a damaged item, Item #[redacted], the "Light & Listen Unicorn" ($19.99), that arrived broken due to inadequate packaging. I contacted customer service twice. The first representative was unhelpful and impolite, while the second, a young lady, promised a credit for the unsent item but I have not received confirmation. I need to return the damaged unicorn, but I am disappointed that I will have to pay over seven dollars for return postage as the damage was caused by poor packaging on your end. I expect a full refund without bearing the return shipping cost. I always provide reviews on my purchases and chose your company based on a good rating. Please advise on how I can return the item without incurring additional costs. Etta-Jo W. [redacted] E Elizabeth Shawnee, OK [redacted]

I made a purchase on 9/27/[redacted] and have not received it yet. Whenever I inquire, I am informed it is still being prepared for shipment. My order number is [redacted]5. I have been a devoted customer for a long time, but this delay is unacceptable. Kindly cancel my order and issue a refund via check to the address: Linda Ardire, 61 Sam Houston Drive, North Fort Myers, FL [redacted]. Please refrain from sending any more catalogs as I will no longer be purchasing from your company.

My 89-year-old mother has been diligently trying to contact you by phone regarding purchases she made for her grandchildren, which are very important to her. She ordered on 10/23/20, was informed it was on back order, and was later told it shipped on 10/30/20. It has now been a week, and I am seeking an update on her order status. Order # [redacted]. Thank you in advance for your assistance in resolving this matter.

I recently purchased item #[redacted], the Sylvester & Tweety Morphing Heat Sensitive Ceramic Mug. The first mug was delivered in a plastic bag and arrived broken, so I requested a replacement in a sturdier box. Unfortunately, the second replacement also came in a plastic bag and arrived broken once more. I contacted Collections Etc. again and they assured me a proper shipment with a sturdy box would be arranged. As a frequent customer, I am disappointed by this experience and the inconvenience it has caused. Shipping fragile items in a bag is not ideal. I hope this can be resolved promptly. Thank you. - B. Noble

I placed an order for 4 "Love Beyond Measure" Growth Charts in July [redacted] and received Order Confirmation #[redacted]93. The confirmation indicated that my items would be ready to ship on October 21, [redacted]. Despite contacting the company and being asked to wait a few more days, it is now November 11, and I have yet to receive my order. I do not have a tracking number, so I am relying on the company to locate my order and send it promptly. These items are intended for my four grandchildren for Christmas, so I urge swift action to ensure they arrive in time. Sincerely, M.A. Thompson.

In late June, I ordered a reversible sofa cover, but received the wrong color. After returning it and paying for shipping, I received the same incorrect package again. Contacting customer service, I explained the issue and requested a free shipping label due to the error. Despite receiving the label, I was once again sent the wrong item. Numerous calls to customer service led to long wait times and promises of callbacks, none of which were fulfilled. After experiencing this frustrating cycle for days, where no one picked up the phone despite extended wait times, I am extremely disappointed with the lack of resolution and regard for customer time shown by the company. Bogus

I accidentally ordered the wrong size for item #[redacted]. I am looking to return the size 46C in white and exchange it for the correct size. I have tried to print the return label from my email several times, but it's not working. Could you please send me the return label by mail instead? The correct sizes I need are 46C in white for the Exquisite Form full coverage bra. I have 4 in quantity, priced at $16.99 each, making the total $67.96. My name is Debbie Unverzagt, and my address is [redacted] Ninevah Road, Knox, PA [redacted].

Yesterday, on November 17th, I placed an order at Collections Etc. I received an order number, and the payment went through PayPal. However, upon printing the payment confirmation, I noticed that one item had been mischarged. I promptly contacted Collections Etc. They in turn contacted PayPal to rectify the error, but it will take 24 hours for the correction to be made since PayPal is listing the transaction as pending. I attempted to call back today to Collections Etc. to follow up, but all lines were busy. The PayPal transaction ID is [redacted], and the Collections Etc. Transaction ID is [redacted]. The items I ordered are: 1. Cardinal Solar Christmas Mailbox Item #[redacted] - $12.99 2. Smoking Country Christmas Cabin Incense Burner Item #[redacted] - $12.99 3. LED Lighted Pastel Holy Family Nativity Scene-Set of 8 Item#[redacted] - I noticed this was listed for $18.69, but it should have been $21.99. Collections Etc. just called to inform me that the order was not processed and asked me to place a new order. I apologize for any inconvenience caused and attribute this to a senior error, even though I am only 81.