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Message: <blockquote data-quote="Darrin Drader" data-source="post: 686052" data-attributes="member: 7394">Well, there really isn't any excuse for having incorrect information on their website. As for the rest of it, speaking as someone who has worked for a well-known online store, sometimes things fall through the cracks, and they do it in a big way. Its unfortunate, but it happens, and it never makes you look good. Reply to them with the email they sent you that stated you would get free stuff and ask them why you haven't received it yet. Also request a tracking number. If they forgot to mail it, then they should be motivated to keep you as a happy customer and correct their oversight. If they don't care so much about that, then at least you have it on file that they said you would receive the stuff you ordered. By requesting the tracking number, it helps you rule out the possibility that they sent it but there was a delivery problem that you aren't aware of.Getting back to that reputable company I was talking about, I recently realized just how big those cracks can be. There was a customer that ordered a product from us. We ran out of stock and were going to issue them a refund. They sent a followup a couple weeks later asking where their money was. They didn't include their previous email in the message. I asked them what their order number was, and why they were to get a refund, not recognizing who it was due to the volume of email we normally received. This went back and forth a few times until I finally figured out who they were and why they were supposed to get money from us. I checked their account and there was a credit pending, but it hadn't been processed yet. I sent an email to our financial team asking them where the refund was and then forgot about it. Apparently so did they. Sometime later, I found out that the customer still hadn't gotten their refund. Somehow the customer managed to keep a cool head about it, and they finally got a check mailed off to them about 8 months after the fact. There were reasons that these oversights occurred,  but I agree that they got *&^% service and I apologized profusely for the situation. I have to wonder if your situation isn't similar to the one I just described. The bottom line is that I wouldn't get irate, but I wouldn't let it drop either.</blockquote>

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