I have to ask some advice here, because a situation has occured that I have never had happen to me before.
Some background :
I've been shopping on the internet, with bookshops and quiltshops, publishers, big and small companies, US, UK and locally. I've been doing it for something like 8 years now, and even though my credit-card has been hi-jacked a few times (and been caught in my bank's 'cheat' filter), I have never experienced anything but good to excellent service, and timely response to my orders and inquiries.
This, sadly, has ended now.
On February 28th, I ordered some items from a small company, whose products I know and love. I got an order-confirmation and were not notified that anything was amiss (such as the ordered items being on back-order).
On March 3rd, the amount due was withdrawn from my account. This usually signals, that the merchandise ordered is now on its way to me.
Sadly, that was not the case.
On March 16, I was notified that the merchant had delays in shipments, that my order was on back-order. For various reasons, this made it necessary for me to cancel said order.
So far, so good.
I would think, that good business-practice, at this point, is for the merchant to return the money to the client immediately. Payment has been received, but no goods have been delivered.
Well ... I am a patient woman, and sometimes banks are slow so I took a breather, and things happened and it took a little while for me to act on the non-refund of my money.
We got to April 28th (almost 6 weeks after I cancelled the order, 2 months after ordering, and 7 weeks after the money were withdrawn from my Credit Card account by the merchant), and I checked again, but no money had been returned.
SO, I wrote a polite mail to the company, reminding them that they owed me some money, and requested that they return my money to me, forthwith. Today, a week and a day later, I have not heard from the company, neither have any money been transferred back into my account.
My question to y'all (who are in the US of A) : What are my options now ?
Is there a place to formally complain ? Or do I 'just' start naming names on the quilting-communities I am in, on-line. I would prefer not to do the latter, but I am fairly angry at this point. One thing is to have merchandise on back-order, but to take money from a customer, knowing full well that you cannot deliver the goods said customer is paying for; not notifying said customer with due diligence; and last - but not least - not in any way reacting to a politely phrased request for the situation to be rectified has sort-of done away with my patience and understanding for the small business-owner.
And please understand, this is not (just) about the money. I can survive donating 35 US $ to someone, but I would prefer to choose the cause myself, and have it be something worthwhile like the Red Cross or Doctors without Borders, not a company that doesn't even bother to answer mail from their customers.
SO : What would you do ?