ComplaintsforTL Marketing, LLC

• Initial Complaint

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Saturday October 30, 2021 I placed an order for a log set for an Electric Fireplace to replace my gas fireplace from ELECTRICFIREPLACE in ****** **, I later contacted them and asked that a hold be placed on the order. On Monday November 1,2021 I received email from ELECTRICFIREPLACE ****** ** that they would hold the order until you notify us it's ok to ship. Please let us know if we can assist in picking out the correct insert for your needs.On Tuesday November 2, 2021 I called informed them that I would not be replacing my gas insert and please cancel the order and requested a refund on my credit card. I was told that it should be no problem since the product never was filled or shipped and they took my information and I was told someone from their office would contact me to complete the cancelation in 24 to 48 hours.After not hearing back from anyone, on Thursday November 4, ***************************************************************** to complete the cancelation.I have since made several calls to the company and I am asked to leave a message and never receive a call back.I was concerned that there was possible fraud, since the Company was not contacting back, and I reached out to Citibank to remove this charge for something that I never received and had canceled.On November 19, 2021 I received an email from ELECTRICFIREPLACE ****** **, ATTACHED and I replied to them and stated that I called and spoke to someone at their company and told them that I would not be replacing my insert and no one ever responded back and to please refund my account and thanked them for their assistance.*************************** ************************************************************************** ACCOUNT NUMBER **************** Citi(R) Cards ***************************************************** ************ This letter concerns the transaction described below made with card number XXXXXXXXXXXX7103: Date Amount Description 10/30/2021 $340.00 SP * ELECTRICFIREPLACE ****** **

  Business response

  03/28/2022

  Good morning,
  
  We have reached out to the customer via phone call to resolve this.The chargeback tied up the funds and made us unable to issue a refund until it was resolved. Because the item was never shipped we assumed the chargeback would be resolved in our customer's favor. Apparently the bank sided with us, we called the customer on 3/28 and apologized for the issue and issued a complete refund. Let us know if we can provide any further information.
  
  Thank you!

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