The things that these customer service agents, whether via chat or phone get away with is a crime.
The amount of time I've spent on the chat lines and phone to resolve my problem is amazing.
I ordered an Apple Watch, and then realized it wasn't the right band so, right away, I asked a customer service agent to cancel so I can re-order the correct one. Apparently they never cancelled and decided to purchase a 2nd one for me.
2 months, many chats later, re-explaining this issue, and being re-assured everything would be refunded and taken care of, I still get no refund AND I get billed the next month for this 2nd watch. If only I'd known it would never go away, I would never have ordered.
I just talked again today to an agent who said the ticket was never created 10 days ago, which is when I last I talked to an agent. This agent basically "empathetically" said "Oh I'm so sorry... everything is taken care of now! you will receive refund and you should be all set. I hope this never happens again". Yet.... no record of a ticket?
Completely dysfunctional, why have customer service when they don't fix anything?! And that's not just one interaction, that's many! So I'm wasting how much time on this stupid watch that I asked to cancel RIGHT AWAY? I got NO disclaimer it would take over 2 months to resolve??
I will be reporting this every where I can. A business like this should not be able to get away with charging customers and lying to us that we won't be charged.
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