When I first called to inquire about placing an order, I was told the order would arrive at my house in 3-4 working days. The timing was extremely important because I had a professional installer preparing the walls and had a limited amount of time to have the work done because of other work that was scheduled.
After placing an order for nearly $700, I was then told that it could take up to 14 days for delivery. I said I must have it in no more than four days. The salesperson suggested having it sent by Federal Express and since I was caught off-guard, I agreed to have the wallpaper for one room sent that way and the rest by UPS.
After hanging up the phone, I got really upset and decided that I didn't want to deal with a company that used misleading information to get orders. Within the three required days to cancel an order, I called and said that I didn't want any more of their wallpaper and that I wanted them to bill me for the first order which was sent by Federal Express and to remove my name from their files because I didn't care to deal with their company ever again.
First, Federal Express delivered the wallpaper to the wrong address...my old residence. Then a day or two later, the remainder of the order was also left on the porch of my old residence...not where I had requested that any of the order be delivered. When I found it, I immediately took it to the UPS office and told them that I was refusing the order. They took it and said fine. That was the first week of February.
I have been getting statements from ABWF since then for the total amount of the order...$698 and after 90 days, they started to add late fees. The statement had no details about the order whatsoever...just a total. Before the 90 days were up for my same as cash agreement, I wrote a long letter explaining that I had returned all of the order except 4 single rolls. I sent the letter to an address on the back of the statement where it said to mail any letters if you had a dispute about your charges. I mailed the letter on April 15th. I kept getting statements with late charges added and never got a response from the HRS USA address where I had sent my information and a check for the only four rolls of paper I had accepted.
I finally received a response from HRS USA dated June 14, telling me that in reply to my RECENT letter and after sesearching my account, I would have to contact ABWF directly and gave me a non-toll-free number to call. After all of the calling and E-mailing I had already done to ABWF trying to get this problem resolved, I refused to call a number where I would have to pay the charges. Instead, I tried to call their Customer Service number which was toll-free. I got nothing except a busy signal the whole day I tried.
A short time later, I received a letter from HRS USA who collects moneys owed to ABWF urging me to make a payment. Also, I had been checking my canceled checks for the two months while I was waiting for a response to my letter of April to HRS. My check which I enclosed in my letter to them was never processed and when they wrote to me in June, they didn't return the check. I still don't know where it is. They have been calling me and sending letters to me trying to make me pay for a bill I don't owe.
Last week I went to UPS and tried to get information about the order I had returned. They told me I had to get a Tracking Number from ABWF. I called their customer service number listed in the letter from HRS and kept getting recordings for ten minutes and was never able to get through.
I spent three hours last Tuesday putting together copies of all correspondence that I had to prove that I had been trying to get this MESS resolved...including an audio tape of what happened every time I tried to call ABWF Customer Service to get the Tracking Number for the returned order.
Then yesterday my neighbor suggested I look on the internet for the status of my order. I used the order number and phone number under which it was ordered for the only paper I kept and when I received the status of my order, I discovered that they had the wrong name listed. I had ordered the wallpaper under my first name, Nancy Altemus. They had the purchaser with my address and phone number listed as Kathline Altmus. They also had the status listed as paid...a total of $49+. That was the first that I ever saw the amount of that order. I had just estimated the amount I owed when I sent the check to HRS USA and told them to bill me for any aditional amount of shipping charges. The invoice I had received with the paper had no amount listed on it.
I have now requested that they check the name Kathline Altmus for the records of the returned order since it was all ordered at the same time and also to send me the Tracking Number. I am awaiting their response.
I have put days of my time in trying to correct their poor bookkeeping, etc. Plus I have had to put up with being harrassed by HRS USA trying to collect money I don't owe and being threatened that it may affect my credit rating.
I have told everyone I know not to order anything from that company.
Thanks for letting me get this off my "chest" by writing about it again.
Nancy Kathleen Altemus