Complain about a product or service

AOL Shop Direct

Merchandise Never Received

AOL Shop Direct • Unauthorized Billing • Desk Planners • Mystery "Services"   • Auto Advantage   • Privacy Plus   • Middle/High School Advantage   • Simple Escapes • Billing Errors • Problems Returning Merchandise • Merchandise Never Received • "Out of Stock" Excuses • Other AOL Complaints --- News • AOL Offers to Settle Federal Charges • Class Action Suit Filed

Lori of Murfressboro TN (7/13/02):
I ordered an Evision Megapro digi-cam, never recieved it but was still charged for it.

John of St. Cloud MN (6/12/02):
Several months ago I ordered a Karoake Music Machine online. I was sent a tracking number for the USPS, I never received the machine and when I tried to contact USPS I could not find the tracking number. I figured that the item was not available. Now I have received a notice that another payment was charged to my credit card. I would please like my machine or to have my payments refunded to my credit card. Up til now I was very satisified with AOL shop direct, but now I fell cheated.

Sue of Shawnee Mission, KS, writes:
In my August 1999 AOL Visa monthly statement there was an enclosure from AOL Shop Direct, offering a computer by eTower at $639.95 after rebate.

I phoned the order in on Sept. 4, 1999 (the enclosure states 2-4 weeks delivery).. As of early November, I have received nothing -- no computer and no communications from AOL Shop Direct.

I have made repeated phone calls to this number, probably over 10 and have yet to talk to a single person (except for one instance) because I am constantly put on hold, listening to waltzes and concertos. I have even tried every number offered in their recording hoping to get someone ... anyone.

I estimate that over three hours have been spent trying to reach this company. It's as though this were a phantom phone number.     

The phone calls were made on Oct. 18, October 25 and Oct. 27.  On Oct. 18 I did speak to a gentleman named Steve, he found the order on his computer and told me the computer was sitting in their shipping department and he didn't no why, but he would look into it and get back to me. I never heard from Steve.    

This inept handling of my order has violated all direct marketing regulations such as notifying the customer within 30 days if there is a delay of their order.     

Last week I mailed them a letter -- and got no response.  To make matters worse, I went to their WEB site and in their Customer Service window there is a form to fill out. Guess what, it can't be filled out. At least not on my computer. I try to put the cursor in the boxes and it will not take the information.    

Not only do I use AOL software; I carry an AOL Visa Card; I use their phone service and I shop in the on-line depts. I am befuddled and angry. I have never had such an unpleasant experience.

Back to the top |