Hello, I frequently purchase DecoArt
"Hello, I frequently purchase DecoArt paints at Michaels and other retail stores, and I have always enjoyed using your products. This time, however, I decided to place an order directly through your website using the CHICA15 coupon code. I had tested the coupon previously during a simulated checkout, and it worked correctly. However, when I placed the actual order, the website redirected me immediately to PayPal and completed the payment without giving me an opportunity to review the order or confirm that the discount had been applied. I contacted customer service several times and was repeatedly told that nothing could be done because the coupon had not been applied. However, I did use the coupon. The problem was caused by an issue with your checkout process, not by any mistake on my part. After several emails, I was told that my case would be forwarded to another department to determine whether some form of compensation or another solution could be offered. I never received any further response. Because the matter was ignored, I informed your company that I would return the order. I was then told that a 15% restocking fee would apply, even though I do not recall seeing this clearly disclosed during checkout. I am extremely dissatisfied with the way this matter has been handled. Your company acknowledged that my case would be reviewed and then failed to follow up. It is unacceptable to promise further assistance and simply ignore the customer afterward. I am requesting a prompt response and reasonable compensation for the discount I lost because of the website issue. If I do not receive a satisfactory resolution, I will open a claim with PayPal and provide the complete record of my communications regarding this matter. I expect this issue to be addressed promptly. Sincerely, Rita Barbano"