"MarkF786" wrote in message
oups.com...
I wanted to share my experience dealing with a company Filter Express
(www.filterexpress.com) and the company they use for distributing their
product, Progressive Distribution (www.prodist.com or orderlink.com).

I purchased a two-pack of Holmes brand humidifier filters from
FilterExpress but what I received in the mail was FitRite generic-brand
filters instead. I tried repeatedly to contact the company via their
customer support email address but received no response. I then
contacted them via telephone and tried to rectify the situation with
customer service. After nearly an hour on hold, and speaking with
various representatives, they stated that they ship whatever brand of
filters they have regardless of what brand you order, and that they
have a no return policy. Also, they refused to refund me the
difference in price because they did not sell two-packs of FitRite
brand filters and thus could not calculate the difference in price,
though oddly enough they insisted I was sent what I ordered which was a
two-pack. In common parlance, the sales practice is commonly referred
to as "bait and switch". On a side note, afterwards I stopped by
my local Target store and found the brand-name filters for a cheaper
price than the poor-quality filters sent to me.

I filed a dispute with my credit card company and continue to try
getting a refund from the company. During the process of the dispute,
I found that FilterExpress uses Progressive Distribution to handle
their transactions. Through emailing both companies, and calling the
companies again, I finally received an email stating they would refund
my money, AND the return shipping costs. This I received in writing.
I returned the filters and awaited the refund.

At first I did receive a refund for the filters, but not for the
shipping costs (or for the smokeless ashtray that they sent me and
billed me for which I did not order). I continued to pursue the issue
through email, sending them all documentation, copies of the receipt,
their original email promising the refund, etc. They replied that I
had to call them to fix the issue. After spending several hours on the
phone with them and innumerable emails, I was not ready to sacrifice
another night of talking to them on the phone to try getting my money
back.

I finally sent them one last email, copying all email addresses at the
companies I could find. They apologized for the problem and promised
to refund me my shipping costs. Weeks went by and they never refunded
the money as promised.

In a nutshell, to me they seem to be companies whose business model is
to deceive their customers through a "bait and switch", and then
make it so difficult and arduous to receive a refund, that most
customers will give up pursuing the issue and take the loss of money.
I've finally given up and have lost money for products (the filters
and ashtray) which I didn't order.

Buyer beware if you ever decide to deal with either of these companies.

There is a reason that I tell folks to call their local, *competent*,
licensed, insured, professionally trained, HVAC technician for service,
repairs, replacement, and accessories for their heating and cooling systems.
You can pay for top quality service, top quality equipment, and top quality
installation......or you can try to get it cheap....its your choice.

--

Steve @ Noon-Air Heating & A/C


Why can't Mr Fork and
Ms Electrical Outlet just get along?