I noticed a payment of $2.97 to CH on my credit card statement.I checked all my CH accounts order history and there was no mention of this charge anywhere.I returned 2 selections I didn't order.They were received a few days around the time this charge of $2.97 was made.Is it posiible CH would charge me the shipping cost?The only other thing I could think of is that the $2.97 is for a phone in enrollment I made about 2 weeks a go,yet today I received a rejection letter.The weird thing is that I also received in todays mail 2 applications for CHDVD club!I emailed them about the charge and than fired off another email about the rejection letter and 2 applications showing up on the same day(I asked them if they wanted my business or not)>

i've been charged in the past for returning selections, but i wrote a firery message about how i've been a loyal customer for years and bla bla, and got an apology email and my account credited. this was after i had called and had a csr give me the run-around and was extremely rude. i included this in my message as well, which i think helped. it was the lady with a southern accent (that's the only attribute i can remember), and have had problems with her on numerous occasions. so if you call and get her, just call back until you get someone else. but like i said, after a couple emails i had everything straightened out.

rolandbozz, how did you contact CH about the mistake? I found that emailing and calling them is pretty useless unless you want to order something. They'll gladly take your money, but when it comes to correcting their mistakes they seem pretty bad lately.

For the first time in many years of using CH they sent me a Director's Selection I declined (I always have and always will decline them). I emailed them a copy of my decline confirmation email specifically stating the title would not be sent to me, and the response said something like "we're sorry, but there's nothing we can do. Please write refused return to sender on the package when you receive it". I noticed the mistake before they shipped it, but they refused to stop shipping it again claiming there's nothing they can do. What made me madder is they charged a credit card they were not supposed to use, and I have no idea why they dredged it up from an order I placed months ago when I've had a different card on file for a long time. When I called to see if I could switch credit cards I was again told sorry there's nothing we can do. When I asked for a supervisor I was again told sorry there's nothing we can do. Basically that's all every rep and email from CH knows how to say: "we're sorry but there's nothing we can do". It doesn't matter that the mistake is provably 100% their fault. The reason they can't do anything is because THEY CHOOSE not to do anything because THEY CHOSE to create an inefficient bureaucracy. The only customer service I've experienced that is worse than CH is Coconuts which is farmed out to India where the reps I talked to can't grasp what I'm calling about no matter how many times I explain it. I'm boycotting Coconuts and its affiliates, so I guess CH will be next if they don't fix this quickly.

My favorite part is does CH really think I'm stupid enough to buy a Director's Selection for $19.95 + shipping when my current offer is buy 1 get 1 free? Don't they think if I wanted that title I'd still decline the Director's Selection and order it with a FREE DVD? Oh I forgot... people at CH aren't allowed to "think". They just take orders.

My longtime membership at CH may be drawing to a close soon. The only time I ever use them is when they have super specials usually due to web site mistakes, and I'm always afraid CH will go back and retroactively chargefull price. Then I could imagine having to call them and dispute it and all CH would say is "we're sorry but there's nothing we can do" and the credit card company would probably back CH over me because the motto of most customer service departments is "the customer is always wrong" and "we have so many customers we can afford to anger some and we'll never miss them". It wasn't that long ago that CH was helpful and took care of their mistakes, but my recent CH experiences have been very negative. Sorry to vent a bit. Those are my opinions of the moment.

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rolandbozz, thanks for that info. Let me make sure I understand correctly... you were finally able to resolve it using the "Contact Us" email through the web site, but it took multiple tries?

I think I only tried email once and the phone 3 times. Maybe I should've kept retrying email until someone listened. I won't have any late fees because they already billed my credit card, but if they don't credit me the full amount (i.e. try to ding me any charges for the return that is their fault) then I will complain until it's fixed or leave CH. The part I hate about the "return to sender" or even using their mailing label is that I have no proof that I actually returned it in case they lose it.

Manzana, yea i understand. our problems are different in that i got the late fees, but originally i had been charged shipping for 3 dvds that i had ordered and then had attempted to cancel immediately afterwards. i wrote on several occasions and attempted to call but they sent them anyways.

in short what happened to me is i received selections i did not want, returned them, waited for the price adjustment before paying the balance on my account, they then charged me return fees and late fees for waiting to pay it, and then refused to even listen to me when i attempted to explain and have the matter resolved. i then wrote an email or two through the "contact us" page which gave me the automated replies and called once which gave me the rude csr. the last thing i did was write to [email protected] the message i posted above and had the matter resolved immediately.

what companies like this do, i've worked for a couple similar ones while in college, is follow a policy of deny, deny, deny until you threaten them with taking your business elsewhere. they have a scripted runaround they are supposed to give you in hopes you'll give up, but if you threaten to no longer give them any business they give in.

you've been charged for returning b/c you don't get shipping back.

yea i understand that and that was not my original problem. the point was that i had cancelled/attempted to cancel the items and they were shipped anyways. cancelling an order before it is shipped is just like not ordering something at all. (it took over a month before i actually got the items so i know i cancelled them before they were processed) you shouldn't have to pay for the shipping on something you didn't order and that's what manzana is dealing with, whom i'm trying to help. if you used to work there then you should be able to tell him/her how to fix it better than me.

If they said it's already been shipped there is nothing the csr can do..you just have to wait for it to arrive and mark return to sender on the box. Once they get it back and process it they'll return your money..minus the shipping charges. All you have to do then is call in..don't be rude b/c that will get you nowhere...tell the csr what you're calling in for and ask to speak with a supervisor...if the csr isn't too willing at first just let them know that you had called in and had it cancelled, but it was too late..you made the attempt and you would like a 1 time exception to have the shipping charges taken off. normally from there the csr will go talk with their sup to get the approval to do the 1 time exception. kindness really is the key. i took 200 + calls a day...if someone called in and was very pleasant they would get extra perks from me. if they had trouble with something i would sometimes give them a free movie cert for their trouble..if they were placing an order i would expedite their order with no extra cost to them..etc. if someone called in and was screaming at me, nothing was going to get done. so when you call back in maybe ask for a cert ..say something like, "hey this was a big hassle for me, can i have something for my troubles?" always worth a try.

oh and one thing very important whenever you call in, make sure you write their name down. we never had bath numbers..id numbers...etc. all you need is a first name..last name doesn't really matter b/c the names we give you are fake. when hired everyone has to make up their own pseudo name to use while on the phones and only 1 person in the company has that name that's a csr.

thanks for the info, cherrycrusade. i can tell i'm definitely gonna have some more questions for you in the future. cheers!

no problem. i'm always happy to answer them