The disaster at Tower continues. Last week they charged me card 2 times for my order for the Ultima JJ. The first went through and the second was declined, because it triggered fraud alert. I contacted their garbage virtual service. Got Joel F. He told me that the pending charge would drop. No 🤬, I manage a retail store, I’m well aware. But I pressed why they double charged he had no answer.
Few days passed I contacted them to see when order would ship. Got Joel again he said it was processing.
Friday, I saw both charges fell off. Contacted them, got Joel again, we’re BFF now 🤣 told him the charges dropped. He said he would need to research next step and that I would be emailed.
Yesterday I contacted them again. Got a Bob. He said that notes from Joel state that order has to be recreated. He said you received the email right. Nope. I searched all boxes in gmail, nothing.
He forwarded me the email from Joel. “Unfortunately there was an error with this order and it has to be cancelled by our system. Please replace your order as soon as possible. Thank you”
I replied this email:
Hi Joel,
Thank you for your email. I have no problem resubmitting the order. I just need your guidance on how to replicate the $75 coupon and $10 off since you have done away with them.
Subtotal $389.99
Loyalty Discount - $10.00
Order Discount - $75.00
Shipping $0.00
Estimated Sales Tax $0.00
Order Total $304.99
Please advise
——
No reply yet. I could go the Amain route but they only offer $25 off, not $85! Nonetheless very frustrating
Do you have a direct contact for Joel F? The same thing happened to me, I've had one response from Aleic G saying, "the order is in process and can't be cancelled in the status. I have sent a message to our warehouse to ask if they can cancel the order." It's been over a week and still no response and still shows as awaiting shipment. Do they respond to that Horizon Hobby customer support email?
Did Towerhobbies just axe coupon codes? 😳
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Do you have a direct contact for Joel F? The same thing happened to me, I've had one response from Aleic G saying, "the order is in process and can't be cancelled in the status. I have sent a message to our warehouse to ask if they can cancel the order." It's been over a week and still no response and still shows as awaiting shipment. Do they respond to that Horizon Hobby customer support email?