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Review 1/7/2010
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Mwave.com accepted an on-line order from me on Saturday evening; later that night, it was held due to a "verification" issue. On Sunday, my American Express card was charged the full amount ($1,776.08) even though the order was held (although the bill-to, ship-to, and credit card addresses matched, the telephone number I supplied did not match the telephone number on my AmEx account).
In short: even though my order was held due to a "credit" problem, Mwave.com charged my credit card for the full amount.
In addition, Mwave.com did not advise me the order remained on hold even after I updated my credit card account. I confirmed on my own that the order was still hung (the reason is still unclear).
I offered Mwave.com the option to make good by comp'ing me next-day air shipping; they chose to cancel the order even in the face of a promise to file complaints with the California Attorney General and the Better Business Bureau. After I wrote to their general manager and received a follow-up from their customer service lead, I agreed to reinstate the order. However, their e-commerce system is so bad that they had to reenter the order--and when they did, they screwed up quantities and were unable to ship a key part, as it was out of stock and they had "no idea" when it would be available.
To correct the bad replacement order, I submitted an order change request to the email address contained in their order confirmation. However, the change was not processed and the wrong quantities were shipped. In addition, they added two-day shipping against my specific instructions (there's no point in two-day shipping over a weekend--you're just throwing money at UPS because UPS usually moves "air" orders by truck when they have two days plus a weekend).
Through Mwave.com's emails and my American Express statement, I can document all these facts.
Bottom line: Mwave.com practices unacceptable business policies with regard to credit confirmation and billing; has very poor order management and execution; and the rank-and-file customer service people are not friendly or helpful. Also, it is likely that declining an order based on a telephone number check is illegal in California and many other states.
I recommend *not* doing business with this firm--there are too many others with better prices, better policies, and service. One star for Mwave.com is one too many.
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